Exchanges, Returns, Refunds, Right of Withdrawal and Cancellations Policy

Last updated: 28 July 2026

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This policy applies to purchases made through the CNobre Store Portugal online store, operated by Vanessa Cristina de Oliveira Ferreira, a sole trader, Portuguese tax identification number 230790526.

CNobre Store Portugal sells original products and seeks to provide a safe, transparent shopping experience in accordance with applicable law. Some products may be sold under special Outlet conditions, with their condition clearly stated on the product page.

Nothing in this policy limits or excludes mandatory consumer rights recognised under Portuguese law.

1) Right of Withdrawal

For distance contracts, consumers have 14 calendar days to exercise the right of withdrawal without having to provide a reason.

The period starts on the day on which the consumer, or a third party indicated by the consumer other than the carrier, acquires physical possession of the goods. Where items from the same order are delivered separately, the period starts upon receipt of the final item.

To exercise this right, the consumer must communicate the decision through an unequivocal statement, using the electronic form available on this page or by emailing suporte@cnobre-store.com.

Whenever possible, the communication should identify the customer's name, order number, email address used for the purchase and the items covered by the request.

Automatic confirmation of receipt only proves that the communication was received. CNobre Store Portugal may verify compliance with statutory deadlines, the condition of the items and the amounts to be refunded, without prejudicing a valid exercise of the right of withdrawal.

2) Order Cancellations

Customers may request cancellation of an order through the electronic form or by email, stating the order number and the email address used for the purchase.

If the order has not yet been prepared, processed or handed over to the carrier, CNobre Store Portugal will seek to cancel it and issue the corresponding refund.

If the order has already been dispatched or handed over to the carrier, it may no longer be possible to stop shipment. In that case, the request will be handled as a return or exercise of the right of withdrawal under this policy and applicable law.

3) Condition of Returned Products

Consumers must keep and return items in suitable condition, properly protected and accompanied by the accessories, offers, gifts and other elements received with the order.

Consumers may handle an item only to the extent necessary to establish its nature, characteristics and functioning, in a manner similar to what would be permitted in a physical shop.

The consumer may be liable for any diminished value resulting from handling beyond what is necessary for that purpose.

Used, tested, incomplete or improperly handled products, or products returned without their corresponding components, may be subject to a reduction in the refund amount or may not be eligible for return where legally applicable.

4) Sealed Products, Perfumes and Hygiene Items

Certain products are supplied sealed, wrapped or with another tamper-evident protection system intended to preserve their integrity, hygiene and condition.

Where provided by law, sealed goods that are not suitable for return for health-protection or hygiene reasons cease to benefit from the right of withdrawal once the seal or protection system has been opened or removed after delivery.

This limitation will only be applied where the nature of the item and applicable law allow it and does not prejudice consumer rights in the event of an incorrect, damaged or non-conforming product.

For products identified as Outlet, opened, tested, unwrapped or with packaging damage, the condition expressly described and accepted by the customer at the time of purchase applies, without prejudice to legal rights regarding any lack of conformity that was not disclosed.

5) How to Submit a Request

Requests may be submitted using the electronic form available on this page or by email to suporte@cnobre-store.com.

To facilitate assessment, please provide the full name, email address associated with the order, telephone number, order number, relevant items, date of receipt and reason for the request.

For situations involving a damaged or incorrect product, or a possible lack of conformity, we may request photographs or videos of the product, packaging, seal, atomiser, liquid, outer box and shipping packaging.

6) Sending Items Back

After communicating the request, we recommend waiting for return instructions to avoid identification, packaging or shipping errors. This recommendation does not limit any legally applicable deadlines or rights.

When exercising the right of withdrawal, the consumer must return the items without undue delay and no later than 14 days from the date on which the decision to withdraw from the contract was communicated.

Returns should be sent to:

The item must be properly packaged and protected for transport and should include clear identification of the order or the reference assigned to the request.

We recommend using a shipping method with proof of posting and tracking. Responsibility for the shipment remains with the customer until delivery to the address above, unless collection is arranged directly by CNobre Store Portugal.

Cash-on-delivery returns will not be accepted. Items sent without sufficient identification may be delayed until they can be correctly matched to the order.

7) Return Costs

When exercising the right of withdrawal, the direct cost of returning the goods is borne by the consumer unless CNobre Store Portugal agrees to bear it or the law provides otherwise.

Where a return results from an error attributable to CNobre Store Portugal, an incorrect product being sent, confirmed transport damage or a lack of conformity, the costs necessary to resolve the situation will be borne by the store as legally applicable.

8) Assessment of Returned Items

After receipt, the item, packaging, seal, wrapping, accessories, offers and other relevant elements will be checked.

If use, damage or diminished value beyond what is necessary to establish the nature, characteristics and functioning of the product is identified, the customer will be informed before the process is completed.

Assessment of the item's condition does not prejudice mandatory consumer rights or permit an arbitrary refusal of a validly exercised right of withdrawal.

9) Refunds

Where the right of withdrawal has been validly exercised, the refund will be made within the statutory period of 14 days from the date on which CNobre Store Portugal is informed of the consumer's decision.

CNobre Store Portugal may withhold the refund until it has received the returned goods or the consumer provides evidence of having sent them back, whichever occurs first.

The refund will be made using the same payment method used for the purchase, unless expressly agreed otherwise and provided the customer does not incur additional costs.

Payments legally due will be refunded, including the cost of the store's standard delivery option.

If the customer expressly selected a delivery option that was more expensive than the least expensive standard option offered by the store, the additional cost will not be refunded.

The time required for funds to become available in the customer's account depends on the bank, card issuer or payment provider used.

10) Incorrect, Damaged or Non-Conforming Product

If the customer receives an incorrect or damaged product, or a product with a possible lack of conformity, they should contact us as soon as possible, stating the order number and providing the information necessary for assessment.

The communication should be made through a method that allows the request to be evidenced, preferably by email or through the electronic form.

New goods benefit from the statutory liability period for lack of conformity of three years from delivery.

Where a lack of conformity is confirmed, the consumer has the rights provided by law, including, depending on the circumstances and legal requirements, repair, replacement, a proportionate price reduction or termination of the contract.

The applicable remedy will be provided at no cost to the consumer and within a reasonable period, taking into account the nature of the product and the lack of conformity.

11) Exchanges

Voluntary exchanges are subject to assessment of the request, the condition of the product and stock availability.

Where a direct exchange is not possible, the matter may be handled as a return followed by a new order, subject to agreement with the customer.

This provision does not prejudice the consumer's statutory rights in the event of a lack of conformity.

12) Undelivered Orders or Orders Returned to Sender

The customer is responsible for providing a correct, complete address suitable for receiving the order, including door number, floor, unit and any other necessary details.

Where an order is returned to sender due to an incorrect or incomplete address, absence of the recipient, unjustified refusal or failure to collect within the carrier's deadline, payment of new shipping costs may be required for a second dispatch.

If the customer does not want a new dispatch, any refund will be handled in accordance with applicable law after the returned order has been received and checked.

13) Communication and Evidence of the Request

Whenever a customer submits a request using the electronic form, a reference will be generated and should be retained for future contact.

The consumer is responsible for retaining evidence that the right of withdrawal was communicated within the statutory period.

14) Contact and Identification

CNobre Store Portugal will seek to respond to requests as quickly as possible, clearly and professionally, and in accordance with applicable law.

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Last updated: 28 July 2026