At Conceitos de Arte, we are committed to providing high-quality products and the best possible customer experience.
This Returns & Exchanges Policy applies to purchases made through the Conceitos de Arte website and sets out the conditions applicable to returns, exchanges and refunds.
Returns & Exchanges
1. Right of Withdrawal
For distance purchases, consumers generally have the right, under applicable legislation, to withdraw from the contract within 14 days without having to provide a reason, except where legal exclusions apply.
The withdrawal period generally begins on the date on which the consumer, or a third party designated by the consumer, takes physical possession of the goods.
To exercise this right, please contact us at:
Your request should include your order number and identify the products you wish to return.
2. Condition of Returned Products
Returned products must be kept in an appropriate condition and must not show damage resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
Whenever possible, products should be returned in their original packaging and adequately protected against damage during transportation.
The customer may be liable for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
3. Made-to-Order and Personalised Products
Unless otherwise required by applicable law, the right of withdrawal does not apply to products:
Made according to the customer's specifications;
Personalised or clearly customised;
Produced to specific measurements;
Specifically ordered or produced for the customer;
Which, by their nature, cannot be returned or may deteriorate or expire rapidly, where applicable.
Before placing an order for a personalised or made-to-measure product, customers are advised to carefully check all specifications, dimensions, materials, finishes and other characteristics.
4. Damaged or Defective Products
Customers are advised to inspect the packaging and products upon delivery.
If a product arrives damaged or does not conform to the order, please contact us as soon as possible at:
Where possible, please provide photographs of the packaging, the product and any visible damage, together with the relevant order number.
Products that are defective or do not conform to the contract will be handled in accordance with applicable consumer protection legislation.
5. Exchanges
Exchanges may be subject to product availability.
Where an exchange is not possible, an alternative product or refund may be offered, in accordance with applicable legislation.
Personalised, made-to-measure or specifically commissioned products cannot generally be exchanged or returned, except where the law provides otherwise, including in cases of lack of conformity or defect.
6. Return Costs
Where a return results from the exercise of the statutory right of withdrawal, the direct cost of returning the goods will generally be borne by the customer, unless Conceitos de Arte has agreed to bear such costs or applicable law provides otherwise.
Where a return is due to a defective, damaged or non-conforming product, the applicable legal provisions will apply.
7. Refunds
Once the returned product has been received and inspected, any refund due will be processed in accordance with applicable legislation.
Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed with the customer and permitted by law.
Where the statutory right of withdrawal is exercised, the refund will include the payments received from the customer in relation to the order, including, where applicable, the cost of the standard delivery option originally selected.
Additional delivery costs resulting from the customer choosing a more expensive delivery method will not be reimbursed.
8. Sale and Promotional Items
Products purchased during promotional campaigns or at a discounted price retain the rights provided by applicable consumer protection legislation regarding withdrawal, returns and lack of conformity.
Specific conditions applicable to personalised or made-to-order products remain applicable.
9. How to Request a Return
To initiate a return, please contact:
Please include:
Customer name;
Order number;
Product(s) to be returned;
Reason for the return, where applicable;
Telephone number, if necessary.
We will then provide the information and instructions required to proceed with the return.
10. Delivery of Furniture and Large Items
Where applicable, furniture and large items may be delivered by specialised carriers.
Delivery conditions, including access requirements, assembly, placement inside the property and any additional delivery services, may vary depending on the product and destination.
Any specific delivery conditions applicable to an order will be communicated to the customer before or during the purchasing process.
11. Contact Details
For questions regarding orders, exchanges or returns, please contact:
C ARTE & DESIGN, LDA
VAT Number: 517254450
Rua Brito Pais, nº 8 B
1495-028 Algés
Portugal
Email: geral@conceitosdearte.pt
Last updated: September 2026