Refund policy

At its_a_store, your satisfaction is important to us. If you're not completely happy with your purchase, we're here to help.

 

Returns

Effective Date: [May 30, 2025]

You have the right to return your item within 30 days of receiving it.

To be eligible for a return:

  • The item must be in the same condition as you received it: unworn, unused, with tags, and in the original packaging.
  • You must provide the receipt or proof of purchase.

 

To request a return, contact us at its.a.store.pt@gmail.com.

Returns must be sent to the following address:

Quinta do Lapidário, Aldeia de Irmãos, 2925-045 Setúbal

Items sent back without prior return request will not be accepted.

 

Demaged, Defective or incorrect items

Please inspect your order upon delivery. If the item is defective, damaged, or incorrect, contact us immediately so we can resolve the issue as quickly as possible.

 

Exceptions / Non-returnable Items

The following items cannot be returned:

  • Custom or personalized items
  • Items on sale or discounted
  • Gift cards

If you're unsure whether your item is eligible for return, please email us before sending it back.

 

Exchanges

If you wish to exchange an item, the quickest method is:

  1. Request and complete the return for the original item.
  2. Place a new order for the item you want.

 

EU Right of Withdrawal - 14-Day Cooling-Off Period

If you are located in the European Union, you have the right to cancel your order within 14 days of receiving it — for any reason, without the need to justify.

Conditions:

  • The item must be returned in its original, unused condition with tags and original packaging.
  • Proof of purchase is required.

This right applies even if the item is not defective.

 

Refunds

Once we receive and inspect your return, we will notify you of the refund approval status.

If approved:

  • The refund will be issued automatically to your original payment method, within 10 business days.
  • Please note that processing times may vary depending on your bank or card provider.

If more than 15 business days have passed since approval and you haven't received your refund, please contact us at:

its.a.store.pt@gmail.com