RETURNS AND REFUNDS POLICY — CUTXI CUTXI

Last updated: 16 June 2026

This Returns and Refunds Policy applies to purchases made through the website www.cutxicutxi.com and supplements Cutxi Cutxi's Terms and Conditions.

1. IDENTIFICATION

Cutxi Cutxi, Unipessoal Lda.
NIF: 517 898 225
Address: Rua Bartolomeu Dias, n.º 15, A14, 2695-675 São João da Talha, Portugal
Email: geral@cutxicutxi.com

2. DIFFERENCE BETWEEN A RETURN AND A COMPLAINT

There are two different situations:

Right of withdrawal

Applies, where legally provided for, when the consumer wishes to withdraw from a purchase made at a distance, without having to give a reason.

Lack of conformity

Applies when the product:

• Has a defect;
• Arrives damaged;
• Does not correspond to the product ordered;
• Has a personalisation different from the information correctly provided;
• Does not correspond to the approved mock-up;
• Does not have the agreed characteristics.

Personalised products may be excluded from the right of withdrawal, but they remain covered by the legal rights relating to defects, production errors and lack of conformity.

3. PERSONALISED PRODUCTS

Most Cutxi Cutxi products are made individually and in accordance with the customer's choices.

Products are considered personalised or made to the consumer's specifications when they are produced with, in particular:

• Name;
• Date;
• Message or phrase;
• Photograph;
• Illustration;
• Colour;
• Size;
• Typeface;
• Model;
• Layout;
• Another characteristic specifically chosen by the customer.

Under the legally applicable terms, products made to the consumer's specifications or clearly personalised are excluded from the right of withdrawal.

For this reason, returns or exchanges of personalised products are not accepted on the grounds of:

• Regret;
• Change of mind;
• Customer error in the personalisation details;
• An error in a mock-up approved by the customer;
• Change of date or cancellation of the event;
• Failure to collect or receive the order;
• Incorrect choice of colour, model, size or other element specified by the customer.

This exclusion does not apply where there is a defect, an error attributable to Cutxi Cutxi or a lack of conformity of the product.

The customer must carefully check all names, dates, phrases, photographs and other elements before completing the order or approving a mock-up.

4. NON-PERSONALISED PRODUCTS

Where legally applicable, the consumer may exercise the right of withdrawal in respect of non-personalised products within 14 days.

The period runs, as a rule, from the day after the day on which the consumer, or a person indicated by them other than the carrier, physically receives the product.

Where an order includes several products delivered separately, the period runs, as a rule, from the receipt of the last product.

The consumer does not need to give any reason for exercising the right of withdrawal.

5. HOW TO EXERCISE THE RIGHT OF WITHDRAWAL

The consumer may communicate the decision through:

• The electronic withdrawal function available on the website;
• An email sent to geral@cutxicutxi.com;
• The statutory model withdrawal form;
• Another clear and unequivocal statement.

The communication must make it possible to identify:

• The consumer's name;
• The email used for the purchase;
• The order number;
• The product or products concerned;
• The decision to exercise the right of withdrawal.

Where the electronic function available on the website is used, the consumer will receive confirmation of receipt of the communication on a durable medium, with the corresponding date and time record.

In order to comply with the 14-day period, it is sufficient for the communication to be sent before it expires.

6. RETURNING THE PRODUCTS

After communicating the withdrawal, the consumer must return the products without undue delay and, at the latest, within 14 days.

Before sending them, they should contact Cutxi Cutxi to receive the return instructions.

The return should be sent to:

Cutxi Cutxi, Unipessoal Lda.
Rua Bartolomeu Dias, n.º 15, A14
2695-675 São João da Talha
Portugal

The products must be suitably packed to avoid damage during transport.

The consumer may inspect the product with the care necessary to establish its nature, characteristics and functioning.

They may, however, be held liable for any diminished value of the product resulting from handling beyond what would normally be allowed in a shop.

The original packaging must be used whenever it is available and remains suitable for shipping. The absence of the original packaging does not automatically remove the right of withdrawal.

7. RETURN COSTS

Unless expressly stated otherwise, the direct costs of returning a product under the right of withdrawal are borne by the consumer.

The consumer is responsible for choosing a suitable shipping method and for keeping proof of the return.

Where the return results from a defect, damage, an incorrect product or another lack of conformity attributable to Cutxi Cutxi, the costs necessary for the return or collection will be borne by Cutxi Cutxi.

8. REFUNDS FOR WITHDRAWAL

Where the right of withdrawal is validly exercised, Cutxi Cutxi will refund:

• The price of the products concerned;
• The cost of the standard delivery option available at the time of purchase.

If the consumer has chosen a delivery option more expensive than the standard option, the additional cost of that option will not be refunded.

The refund will be made using the same means of payment used for the purchase, unless expressly agreed otherwise and provided that the consumer does not incur any additional costs.

The refund will be processed within the statutory period of 14 days from the date on which Cutxi Cutxi is informed of the decision to withdraw.

Cutxi Cutxi may withhold the refund until:

• It receives the returned products; or
• The consumer provides proof of having sent them;

whichever occurs first.

9. PRODUCTS EXCLUDED FROM THE RIGHT OF WITHDRAWAL

Unless otherwise provided by law, the following may not be returned under the right of withdrawal:

• Products made to the consumer's specifications;
• Clearly personalised products;
• Products liable to deteriorate or expire rapidly;
• Sealed products which are not suitable for return for health protection or hygiene reasons, where the seal has been opened after delivery;
• Other products or services covered by a statutory exclusion.

The exclusion relating to health protection or hygiene does not apply automatically merely because the product is an item of clothing, a sock, a slipper or a similar article.

Where applicable, the existence of an exclusion from the right of withdrawal will be indicated on each product page.

10. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS

Cutxi Cutxi is liable for lack of conformity that becomes apparent within the applicable statutory period.

For new movable goods, that period is, as a rule, three years from delivery.

There is a lack of conformity where, in particular:

• The product has a manufacturing defect;
• The product does not work or cannot be used as intended;
• The personalisation does not correspond to the details correctly provided;
• The product does not correspond to the approved mock-up;
• An item different from the one ordered was sent;
• Components included in the purchase are missing;
• The product arrives damaged.

The personalisation of a product does not remove the legal rights relating to its conformity.

11. RIGHTS IN THE EVENT OF A LACK OF CONFORMITY

Under the conditions laid down by law, the consumer may be entitled to:

• Repair;
• Replacement;
• A proportionate reduction of the price;
• Termination of the contract.

As a rule, the consumer may choose between repair and replacement, except where the chosen remedy is impossible or would impose disproportionate costs compared with the alternative.

A price reduction or termination of the contract may be applicable, in particular, where:

• The repair or replacement is not carried out;
• Cutxi Cutxi justifiably refuses to bring the product into conformity;
• The lack of conformity reappears;
• A new lack of conformity arises;
• The seriousness of the situation justifies an immediate remedy.

Where the lack of conformity becomes apparent within the first 30 days after delivery, the consumer may request the immediate replacement of the product or the termination of the contract, under the legally applicable terms.

The consumer will not be entitled to terminate the contract where the lack of conformity is minor and Cutxi Cutxi is able to demonstrate this.

12. HOW TO REPORT A PROBLEM

The consumer should send an email to geral@cutxicutxi.com with:

• Name;
• Order number;
• Identification of the product;
• A clear description of the problem;
• Photographs or videos, where reasonably possible.

For visible damage to the packaging or to the product caused during transport, we recommend that the report be made as soon as possible after delivery.

The recommendation to report promptly is intended to facilitate the assessment with the carrier and does not reduce or remove the consumer's legal rights.

Cutxi Cutxi will reply, as a rule, within 12 to 48 working hours, without prejudice to periods of higher enquiry volume.

13. TRANSPORT DAMAGE

Where the packaging shows visible damage at the time of delivery, the customer should, wherever possible:

• Record the incident with the carrier;
• Photograph the packaging before opening it;
• Photograph the product and the protective materials;
• Keep the packaging until they receive instructions from Cutxi Cutxi.

The absence of such a record does not automatically remove the consumer's rights.

After assessing the incident, Cutxi Cutxi will inform the customer of the applicable remedy.

14. CUSTOMER ERRORS IN THE PERSONALISATION

Cutxi Cutxi is not responsible for errors that faithfully reproduce the information provided or approved by the customer, including:

• Spelling mistakes;
• Incorrect dates;
• Incomplete names;
• Unsuitable photographs;
• Wrong choice of colour, model or size;
• Errors present in an approved mock-up.

Where it is technically possible to correct or remake the product, Cutxi Cutxi may put forward a commercial proposal, without this constituting an acknowledgement of liability.

15. PROMOTIONAL GIFTS

Where a promotional gift is conditional on a minimum purchase value and the consumer returns part of the order through a valid withdrawal, they must also return the gift if the remaining value no longer meets the conditions of the campaign.

If the gift is not returned, its previously communicated commercial value, or another reasonably attributable value, may be deducted from the refund, to the extent legally permitted.

Cutxi Cutxi is not obliged to carry out successive free re-shipments of promotional gifts where the delivery or redelivery is not completed because of the recipient's absence, incorrect details or failure to collect.

16. UNCOLLECTED OR RETURNED ORDERS

Failure to collect an order at a collection point or the mere refusal of delivery is not necessarily equivalent to exercising the right of withdrawal.

Where the order is returned to Cutxi Cutxi for a reason attributable to the customer, re-shipment will be subject to advance payment of the new transport costs and of the charges directly resulting from the return, where legally permitted.

For personalised products, failure to collect or receive the order does not in itself give rise to a right to a refund.

17. WORKSHOPS AND SERVICES

The cancellation, rescheduling and no-show conditions applicable to each workshop or service are set out on the relevant page.

Workshops, classes or experiences linked to a specific date or period of performance may be excluded from the right of withdrawal, under the legally applicable terms.

Where Cutxi Cutxi cancels a workshop, the participant may choose, in accordance with the applicable conditions:

• A new date;
• An equivalent credit;
• A refund of the amount paid.

18. CONTACTS

For return requests, complaints or questions:

Email: geral@cutxicutxi.com
Telephone: +351 219 553 029
Mobile: +351 930 427 120

Cutxi Cutxi usually replies within 12 to 48 working hours