Terms of service

TERMS AND CONDITIONS — CUTXI CUTXI

Last updated: 16 June 2026

1. IDENTIFICATION OF THE TRADER

The website www.cutxicutxi.com and the Cutxi Cutxi online shop are operated by:

Cutxi Cutxi, Unipessoal Lda.
NIF: 517 898 225
Registered office: Rua Bartolomeu Dias, n.º 15, A14, 2695-675 São João da Talha, Portugal
Telephone: +351 219 553 029
Mobile: +351 930 427 120
Email: geral@cutxicutxi.com

These General Conditions govern the use of the website and the purchase of the products and services made available by Cutxi Cutxi.

2. SCOPE OF APPLICATION

These General Conditions apply to orders placed through the website www.cutxicutxi.com, in particular to the purchase of:

Non-personalised products;
Personalised or made-to-order products;
Vouchers, gift vouchers and gift cards;
Enrolments in workshops, classes or other experiences;
Other products or services made available by Cutxi Cutxi.

For the purposes of these General Conditions:

Customer: any natural or legal person who uses the website or places an order.

Consumer: a natural person acting for purposes which are outside their commercial, industrial, craft or professional activity.

Certain rights set out in these General Conditions, in particular the right of withdrawal and the statutory regime on the conformity of goods, apply exclusively to consumers.

The specific conditions shown on the page of each product, service, campaign or workshop supplement these General Conditions.

In the event of a contradiction, the specific conditions expressly communicated to the customer before the purchase is completed will prevail, provided that they do not limit the consumer's mandatory rights.

3. USE OF THE WEBSITE

The customer undertakes to use the website in a responsible, truthful and lawful manner.

The customer may not use the website to:

Carry out fraudulent acts;
Provide false data or third-party data without authorisation;
Interfere with the operation or security of the shop;
Reproduce or use protected content without authorisation;
Place fictitious orders or orders with no intention of paying.

Cutxi Cutxi may prevent or restrict access to the website whenever there are well-founded indications of fraudulent, abusive or unlawful use.

4. INFORMATION ON THE PRODUCTS AND SERVICES

Cutxi Cutxi seeks to present clearly the essential characteristics, materials, dimensions, options, prices and images of the products and services.

The photographs and digital representations are for illustrative purposes. There may be slight differences in colour resulting from:

Screen settings;
The lighting used in the photographs;
Printing processes;
The natural characteristics of the materials;
Handmade production.

Slight variations inherent to handmade processes, natural materials or manual production do not in themselves constitute a lack of conformity, provided that they do not substantially alter the agreed characteristics, functionality or personalisation.

The dimensions shown may allow for small tolerances inherent to the production process, where this is compatible with the nature of the item.

Cutxi Cutxi will correct, as soon as possible, any material errors detected in the descriptions, images, prices or other information.

5. PERSONALISED PRODUCTS AND RESPONSIBILITY FOR THE DETAILS

Products are considered personalised or made to the customer's specifications where their production depends on choices or information provided by the customer, in particular:

Names;
Dates;
Phrases or messages;
Photographs;
Illustrations;
Colours;
Sizes;
Typefaces;
Models;
Layouts;
Special quantities;
Other elements chosen specifically for the order.

The customer is responsible for checking that the information they provide is correct.

Before completing the purchase, the customer must carefully confirm:

The spelling of names;
Dates;
Phrases;
Quantities;
Colours;
Sizes;
Models;
Photographs;
All other personalisation options.

Cutxi Cutxi is not responsible for personalisation errors resulting directly from incorrect, incomplete or ambiguous details provided by the customer, unless the error was obvious and could reasonably have been identified before production.

5.1. Photographs and files sent by the customer

The customer declares that they hold the rights or authorisations necessary to send and use the photographs, images, texts, logos or other content submitted.

The customer is responsible for the quality, resolution, framing and suitability of the files sent.

Whenever the quality of a file is manifestly insufficient, Cutxi Cutxi may request its replacement. Production may be suspended until the necessary elements are received.

5.2. Mock-ups and approvals

Where Cutxi Cutxi sends a mock-up for approval, production will only proceed after that approval, unless otherwise indicated on the product page.

By approving the mock-up, the customer confirms the graphic composition presented, including text, names, dates, alignment, arrangement and all other visible elements.

After approval, the changes requested may:

Not be possible;
Entail an additional cost;
Entail a change to the production or delivery time.

The approval of a mock-up does not remove Cutxi Cutxi's liability for production defects or discrepancies between the approved mock-up and the product actually delivered.

6. ORDER PROCESS

To place an order, the customer must:

Select the products or services required;
Complete the mandatory fields;
Provide the billing and delivery details;
Select the shipping method;
Select the payment method;
Review the order;
Confirm the purchase and the obligation to pay.

The customer should correct any errors before finalising the purchase.

Once the order is completed, an electronic communication will be sent to the address given by the customer.

The automatic confirmation of receipt of the order does not necessarily mean that production has already started.

The contract is deemed concluded after the payment is validated and the order is confirmed by Cutxi Cutxi, without prejudice to situations of unavailability, manifest error, fraud or impossibility of performance.

7. PRICES, VAT AND CHARGES

The prices shown on the website are expressed in euros and include VAT at the applicable legal rate, unless expressly stated otherwise.

Delivery costs and other applicable charges are shown before the order is completed.

The applicable price is the one indicated at the time the purchase is confirmed.

Cutxi Cutxi may change prices, campaigns and conditions for future purchases. Those changes do not affect orders already completed and paid for.

In the event of a manifest pricing error, technically obvious or disproportionate compared with the normal value of the product, Cutxi Cutxi will contact the customer before production or dispatch, proposing:

Maintaining the order at the correct price; or
Cancellation and full refund of the amount paid.

8. CAMPAIGNS, DISCOUNTS AND PROMOTIONAL GIFTS

Promotional codes, campaigns and discounts:

Are valid during the period announced;
Are subject to the specific conditions communicated;
Are not convertible into cash;
Cannot be combined, unless otherwise stated;
May be limited to certain products, customers or quantities.

Promotional gifts conditional on a minimum purchase value form part of the relevant campaign and do not constitute a separately purchased product.

If the customer validly exercises the right of withdrawal and, after the return, no longer meets the minimum value of the campaign, they must also return the promotional gift, where it was supplied with the order.

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

Cutxi Cutxi is not obliged to carry out successive free re-shipments of promotional gifts where a delivery or redelivery is not completed for a reason attributable to the recipient.

9. PAYMENT METHODS

The payment methods available are shown at checkout and may vary depending on the country, the value of the purchase or the availability of the relevant providers.

Payment may be processed by third parties, in accordance with their respective terms of use and security.

The order will only be processed after confirmation or authorisation of payment, except where the selected method provides for a different procedure.

If payment is not completed or confirmed, the order may be automatically cancelled.

The invoice will be issued in accordance with the details provided by the customer and under the legally applicable terms.

The customer is responsible for the accuracy of the name, NIF, address and other billing details.

10. AVAILABILITY

Products are subject to existing availability, to the necessary raw materials and to production capacity.

Where a product becomes unavailable after the order has been placed, Cutxi Cutxi will inform the customer and offer, as applicable:

An equivalent alternative;
A new production estimate;
Replacement of the item;
A refund of the amount paid for the unavailable item;
Full cancellation of the order, where the unavailability compromises its purpose.

No replacement will be made without the customer's agreement where it changes relevant characteristics of the product.

11. PRODUCTION AND DELIVERY TIMES

The production and delivery times indicated on the website are estimates, except where a binding date is expressly agreed.

The period may only start to run after:

Confirmation of payment;
Receipt of all the necessary details;
Receipt of photographs or files;
Approval of the mock-up, where applicable;
Confirmation of other information requested from the customer.

Delay by the customer in sending or approving the necessary elements may change the estimated production and delivery date.

Cutxi Cutxi will seek to inform the customer of significant delays as soon as it becomes aware of them.

The customer stating an event date does not automatically turn that date into a guarantee of delivery. Where delivery by a particular date is essential, the customer must confirm in advance, in writing, that Cutxi Cutxi accepts that deadline.

The consumer's legal rights in the event of a delay in delivery remain fully applicable.

12. DELIVERY OF ORDERS

Delivery will be made to the address or collection point indicated by the customer.

The customer is responsible for providing a complete and correct address, including:

Recipient's name;
Street and number;
Floor or unit;
Postcode;
Town;
Country;
Telephone number;
Any other necessary details.

Cutxi Cutxi is not responsible for delays or failure to deliver caused by incorrect or incomplete details provided by the customer.

The customer should check the external condition of the packaging at the time of delivery. Whenever there is visible damage, they should, if possible:

Record the incident with the carrier;
Photograph the packaging;
Report the situation to Cutxi Cutxi as soon as possible.

This recommendation does not limit the consumer's legal rights.

13. UNCOMPLETED DELIVERIES AND UNCOLLECTED ORDERS

Where delivery is not completed because of the recipient's absence, incorrect details, refusal without an unequivocal communication of withdrawal or failure to collect at a collection point, the order may be returned to Cutxi Cutxi.

The mere refusal of delivery or failure to collect is not necessarily equivalent to exercising the right of withdrawal.

Where the order is returned for a reason attributable to the customer, Cutxi Cutxi or the customer should get in touch to decide on the next steps.

Re-shipment will be subject to advance payment of the new transport costs and of other 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.

For non-personalised products covered by the right of withdrawal, the consumer's legal rights will be respected, provided that they communicate unequivocally the decision to withdraw from the contract and meet the other applicable requirements.

14. CANCELLATION BEFORE PRODUCTION OR DISPATCH

Without prejudice to the statutory right of withdrawal, the customer may request the cancellation of the order by email to geral@cutxicutxi.com.

14.1. Non-personalised products

Cutxi Cutxi will seek to accept the cancellation where it is requested before dispatch.

If the product has already been dispatched, the withdrawal regime will apply, where the consumer is covered by it and there is no statutory exclusion.

14.2. Personalised products

For personalised or made-to-order products, a commercial cancellation may only be accepted if production or personalisation has not yet begun.

Production is considered to have begun where the following have already been carried out, in particular:

Design or mock-up work;
Preparation of files;
Printing;
Engraving;
Cutting;
Sewing;
Embroidery;
Assembly;
Application of personalisation;
Specific preparation of raw materials.

If Cutxi Cutxi voluntarily accepts the cancellation after work has begun, it may offer a partial refund, deducting the costs actually incurred and the work already carried out.

This possibility constitutes a voluntary commercial solution and does not acknowledge a right of withdrawal where that right is legally excluded.

15. RIGHT OF WITHDRAWAL

In distance contracts, the consumer has, where legally applicable, a period of 14 days to exercise the right of withdrawal, without having to give any reason.

In contracts for the sale of goods, the period runs, as a rule, from the day after the day on which the consumer, or a third party indicated by them other than the carrier, acquires physical possession of the goods.

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

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

16. HOW TO EXERCISE THE RIGHT OF WITHDRAWAL

The consumer may exercise the right of withdrawal through:

The electronic withdrawal function available on the website;
An email sent to geral@cutxicutxi.com;
The model withdrawal form;
Another unequivocal statement identifying the consumer, the order and the decision to withdraw from the contract.

The use of any specific wording is not mandatory, provided that the consumer's intention is clear and unequivocal.

Where the consumer uses the electronic withdrawal function available on the website, Cutxi Cutxi will send, without undue delay, a confirmation of receipt of the communication on a durable medium, including a record of the corresponding date and time.

A valid withdrawal does not depend on acceptance by Cutxi Cutxi.

Cutxi Cutxi may check whether the contract is covered by the right or by a statutory exclusion. If it considers that an exclusion applies, it will inform the consumer and state the grounds for it.

17. RETURN OF THE GOODS

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

Unless expressly stated otherwise, the direct costs of the return are borne by the consumer.

Before carrying out the return, the consumer should contact Cutxi Cutxi to receive the necessary 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 consumer must pack the product appropriately, so as to avoid damage during transport.

The original packaging should be used whenever it is still available and suitable, but its absence does not automatically remove the right of withdrawal.

The consumer is liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

18. REFUND IN THE EVENT OF WITHDRAWAL

Where the right of withdrawal is validly exercised, Cutxi Cutxi will refund the payments received in respect of the goods concerned, including 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 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 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 goods; or
The consumer provides proof of having sent them;

whichever occurs first.

19. EXCLUSIONS FROM THE RIGHT OF WITHDRAWAL

Unless otherwise provided by law, the right of withdrawal does not apply, in particular, to the supply of:

Goods made to the consumer's specifications;
Clearly personalised goods;
Goods produced with names, dates, phrases, images, photographs, colours, sizes, models or layouts chosen by the customer;
Goods liable to deteriorate or expire rapidly;
Sealed goods which are not suitable for return for health protection or hygiene reasons, where opened after delivery;
Services fully performed, where their performance began with the consumer's prior express consent and with acknowledgement of the loss of the right of withdrawal;
Services related to leisure activities providing for a specific date or period of performance, where that exclusion is legally applicable.

The mere existence of standard options, such as a choice between pre-defined colours or models, does not necessarily mean that a product is personalised. The exclusion will be assessed according to the actual characteristics of the product and of the order.

The exclusion from the right of withdrawal does not affect the consumer's rights in the event of a lack of conformity, a production defect, an error by Cutxi Cutxi or a discrepancy from the agreed product.

20. LACK OF CONFORMITY AND LEGAL GUARANTEE

Cutxi Cutxi is liable for lack of conformity of the goods under the applicable legislation.

For new movable goods, the trader is, as a rule, liable for lack of conformity that becomes apparent within three years of delivery.

In the event of a lack of conformity, the consumer may benefit, under the conditions laid down by law, from:

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

The choice and application of each remedy depend on the nature and seriousness of the lack of conformity, the possibility of bringing the goods into conformity and the criteria laid down by law.

Where the lack of conformity becomes apparent within the initial statutory period applicable to the right of rejection, the consumer may benefit from the rights specifically provided for that situation.

The repair or replacement will be carried out free of charge, within a reasonable time and without significant inconvenience to the consumer.

21. REPORTING DEFECTS, DAMAGE OR ERRORS

The customer should report the situation to geral@cutxicutxi.com, stating:

Name;
Order number;
The product concerned;
A description of the problem;
Photographs or videos that allow the situation to be assessed, where reasonably possible.

Sending images is intended to facilitate the assessment and cannot be used to prevent the exercise of rights where the consumer is justifiably unable to provide them.

Where there is a lack of conformity attributable to Cutxi Cutxi, the costs necessary to bring the goods into conformity will be borne by Cutxi Cutxi.

For personalised items, the following will be considered errors attributable to Cutxi Cutxi, in particular:

Personalisation different from the information correctly provided;
A product different from the approved mock-up;
A defect in printing, engraving, assembly or production;
Missing elements included in the order.

Errors that faithfully reproduce incorrect details approved or provided by the customer do not constitute defects attributable to Cutxi Cutxi.

22. WORKSHOPS, CLASSES AND EXPERIENCES

Enrolments in workshops, classes and experiences are subject to the specific conditions set out on the relevant page.

Unless otherwise stated, the price includes only the materials, content and services expressly mentioned.

The participant must comply with:

Timetables;
Safety rules;
The instructor's instructions;
Age limits;
The conditions of the venue;
The specific rules of the activity.

22.1. Rescheduling by the participant

Unless otherwise indicated on the workshop page, the participant may request a rescheduling up to 72 hours before the start of the session.

The rescheduling:

Is subject to a new date being available;
Is subject to the availability of places;
Does not guarantee the same instructor or content;
May only take place within the validity period applicable to the enrolment or voucher.

Requests made less than 72 hours in advance, absences or no-shows may not give rise to a right to rescheduling or a refund, save for a legally protected reason or a commercial decision by Cutxi Cutxi.

22.2. Cancellation by Cutxi Cutxi

Cutxi Cutxi may cancel or reschedule a workshop due to:

An insufficient number of participants;
Illness or unavailability of the instructor;
Lack of materials;
Safety reasons;
Force majeure;
Another significant impossibility.

In that case, the participant may choose between:

Taking part on a new available date;
Receiving an equivalent credit;
Receiving a refund of the amount paid.

Cutxi Cutxi is not liable for additional travel, accommodation or other expenses arranged independently by the participant, except where such liability arises mandatorily from the law.

22.3. Withdrawal in respect of workshops

The right of withdrawal will apply where legally due.

Where the workshop or experience corresponds to a leisure activity scheduled for a specific date or period, it may be covered by a statutory exclusion from the right of withdrawal.

Where the service begins during the withdrawal period at the consumer's express request, the statutory rules on the start of performance and on any proportionate amount due will apply.

23. VOUCHERS AND GIFT CARDS

Vouchers and gift cards are subject to the specific conditions presented at the time of purchase.

Unless otherwise provided by law or contract:

They are not convertible into cash;
They cannot be used after the end of their validity period;
They must be presented at the time of use;
They may be used only for the products or services indicated;
Their loss or improper use may mean that they cannot be replaced.

Where the value of the product or service exceeds the available balance, the customer may pay the difference, if that option is available.

The issue, validity and use of the vouchers do not limit the consumer's mandatory rights.

24. INTELLECTUAL PROPERTY

All the content of the website, including:

Texts;
Photographs;
Videos;
Illustrations;
Logos;
Graphic elements;
Designs;
Mock-ups;
Collection names;
Structure of the website;
Workshop content;

is the property of Cutxi Cutxi or used with the authorisation of the respective rights holders.

The reproduction, adaptation, distribution, commercialisation or use of that content without prior written authorisation is prohibited, except in the cases permitted by law.

The purchase of a product does not transfer to the customer the intellectual property rights in its design, illustration or graphic composition.

25. CONTENT SENT BY THE CUSTOMER

The customer retains the rights in the content they own that is sent for personalisation.

The customer grants Cutxi Cutxi the authorisation strictly necessary to:

Produce the order;
Prepare mock-ups;
Communicate with the customer;
Perform the contract;
Comply with legal obligations.

The use of photographs of personalised products for a portfolio, website or social networks will depend on the applicable legal bases and, where necessary, on the customer's authorisation.

26. PERSONAL DATA PROTECTION

Personal data is processed in accordance with the Privacy Policy and the Cookie Policy available on the website.

The data will be used, in particular, for:

Order management;
Personalisation of products;
Payment processing;
Deliveries;
Invoicing;
Customer support;
Compliance with legal obligations;
Marketing communications, where there is a legal basis.

Making a purchase does not imply automatic consent to marketing communications.

The customer may consult the Privacy Policy to find out the purposes, legal bases, retention periods and applicable rights.

27. LIABILITY

Cutxi Cutxi is responsible for complying with the obligations arising from the contracts concluded and for liabilities that cannot legally be excluded or limited.

Cutxi Cutxi is not liable for losses resulting exclusively from:

Incorrect details provided by the customer;
Improper use of the product;
Failure to comply with the instructions for use, washing or care;
Alterations made by the customer or by third parties;
Actions of third parties not acting under Cutxi Cutxi's responsibility;
Temporary website failures not attributable to Cutxi Cutxi;
Unforeseeable or unavoidable events beyond its reasonable control.

No provision of these General Conditions excludes or limits the consumer's mandatory rights.

28. FORCE MAJEURE

Cutxi Cutxi will not be liable for delays or temporary failures to perform caused by events that it could not reasonably foresee or avoid, in particular:

Natural disasters;
Fires;
Floods;
Epidemics;
External strikes;
Widespread power or communications failures;
Serious transport disruptions;
Restrictions imposed by the authorities;
Unforeseeable unavailability of raw materials;
Other force majeure events.

Cutxi Cutxi will inform the customer whenever the event has a significant impact on the order and will seek to offer a suitable solution.

If performance becomes impossible or the delay exceeds the legally permissible limit, the customer may benefit from the rights provided for by law.

29. COMPLAINTS

The customer may submit complaints through:

Email: geral@cutxicutxi.com
Telephone: +351 219 553 029
Livro de Reclamações Eletrónico: www.livroreclamacoes.pt

A complaint should include, wherever possible:

Name;
Contact details;
Order number;
A clear description of the situation;
Elements relevant to its assessment.

30. ALTERNATIVE RESOLUTION OF CONSUMER DISPUTES

In the event of a consumer dispute, the consumer may refer the matter to the territorially competent alternative dispute resolution body.

Given the location of Cutxi Cutxi, the competent body may be:

Centro de Arbitragem de Conflitos de Consumo de Lisboa
Rua dos Douradores, n.º 112, 2.º
1100-207 Lisboa
Telephone: +351 218 807 030
Email: juridico@centroarbitragemlisboa.pt
Website: www.centroarbitragemlisboa.pt

The consumer may consult the updated list of alternative dispute resolution bodies on the website of the Direcção-Geral do Consumidor.

In consumer disputes of low economic value, the mandatory arbitration regime may apply where the consumer expressly opts for that route, under the terms of the law.

31. CHANGES TO THE GENERAL CONDITIONS

Cutxi Cutxi may change these General Conditions to reflect:

Legislative changes;
Changes to the operation of the shop;
New products or services;
Technical changes;
Operational needs.

The changes apply only to orders placed after they come into force, except where immediate application results from the law or is more favourable to the consumer.

The version applicable to each order is, as a rule, the one in force at the time the purchase is completed.

32. PARTIAL INVALIDITY

If any provision of these General Conditions is held to be invalid, unlawful or unenforceable, the remaining provisions will continue in force.

The affected provision will be interpreted or replaced to the extent necessary to comply with the law and to preserve, as far as possible, its original purpose.

33. APPLICABLE LAW AND COMPETENT COURTS

These General Conditions are governed by Portuguese law.

Where the consumer resides in another Member State and Cutxi Cutxi's activity is directed to that territory, the mandatory consumer protection rules that cannot be set aside by agreement remain applicable.

Any dispute will be submitted to the territorially competent courts under the law, without prejudice to the consumer's right to make use of the legally available alternative dispute resolution mechanisms.

34. CONTACTS

For information on orders, products, personalisations, deliveries, complaints or the exercise of rights: