BABYCOOL
EXCHANGES AND RETURNS
1. RIGHT TO FREE RESOLUTION – RETURN OF ARTICLES
Under Decree-Law No. 24/2014 of 14 February, applicable to distance contracts, we are committed to ensuring our customers’ right to freely terminate a new contract (right of free termination or withdrawal), without giving a reason, within 14 calendar days from the date of conclusion of the contract or the date of receipt. To terminate the contract, simply notify us of your decision. You can do so by letter, telephone or email.
Therefore, if after receiving an item that you have ordered on our website, you realize that you no longer need it, that it is not to your liking or for any other reason, you have 15 days to return it.
2. EXCHANGES OF ARTICLES
If you simply want to exchange the item you purchased for any other item in our store, also without needing to indicate a reason, you have a period of 30 days from the date of receipt.
If you are not interested in making a new purchase at the time of exchange, the value of the item will be included as credit in your customer file, creating a refund voucher. This credit must be used within 12 months of its issue.
In the case of exchanges made after 15 days of purchase, they can only be made for items of equal or greater value.
3. CONDITIONS FOR RETURN OR EXCHANGE
- It is not enough to return/send us the products you wish to return or exchange, you must first communicate your intention to us, clearly and unequivocally, via email.
- Products to be returned or exchanged must be sent to us in perfect condition, complete, with all their components, accessories and instruction manual and properly packaged in the original packaging, with the respective guarantee seals and/or protective plastic and without signs of use.
- For hygiene and safety reasons, returns of personal items (such as breast pumps, breast shells, etc.), underwear, diapers, creams, etc., are not accepted, unless they are received by the customer with a defect.
- Cancellations/refunds do not apply to the supply of goods produced or ordered according to the consumer's specifications or which are clearly personalized (in terms of design and/or printing, for example), or which cannot be returned or are likely to deteriorate or perish quickly. All products with a delivery time of 3 weeks or more fall within the above restriction.
- The shipping costs for the return, replacement or exchange of items are the sole responsibility of the customer. It is recommended that the item be sent registered or with acknowledgement of receipt and that insurance be taken out with the carrier for the value of the products, to protect against any loss or damage. When it is not possible to return the products by regular mail, BabyCool may inform the consumer of the possibility and respective cost of collecting the item by carrier and arranging such transportation, provided that the return cost has been paid in advance by the consumer.
- We request that the items to be returned/exchanged, after respective communication, be sent to BabyCool with the indication of the order number and customer name to the following address: R. Tomás da Anunciação, nº 33 B, 1350-322 Lisbon.
- If you wish, you can make the return or exchange directly in our physical store, in which case you must present the respective purchase/gift receipts and bring with you the payment method you used in the purchase for the respective refund in case of return.
4. REFUND
After receiving the items and having duly checked their condition, in accordance with point 3., we will proceed to refund the value of the product(s) using the same system used to pay, issue a refund voucher (credit on the customer file), valid for 12 months to be used on a future purchase you make, or send the new item with which you wish to replace the previous one in the case of an exchange.
Last updated on 06/01/2025
* Although the general policies and guarantees remain the same, the specifics regarding the returns and exchanges process presented here apply to purchases made through our website, and may vary slightly from purchases made in our physical stores.
