Cancellation, Exchanges and Returns Policy

Orders for which payment is not made within a maximum period of 24 hours, counting from the moment the order is confirmed, will be cancelled.

If you have made the payment and wish to cancel, you must contact our Customer Service Team using the contact details provided.

Cancellations will only be accepted if payment has been made and the order is still being prepared. If the order has already been shipped, Armazéns Marvanejo cannot cancel it.

All refunds resulting from the cancellation of paid orders will, in accordance with our Cancellation, Exchange, Return and Refund Policy, be made using the same payment method used in the initial transaction.


Under Decree-Law No. 24/2014, of February 14, the Customer has, since May 28, 2022, 14 days after receipt of the goods to terminate the contract and return them.

The right of free withdrawal must be exercised within 14 days of receipt of the goods, by means of an unequivocal statement sent by email or letter to apoiocliente@marvanejo.pt or Avenida do Dia de Portugal N63, 7350-229 Elvas, respectively. It is the sole responsibility of the customer to prove that they exercised the right of free withdrawal within the legal period.

The respective exchange or return of products may be carried out in two different ways:

• Simplified returns by the logistics operator via the link: https://submission.ctt.loop-os.com/?instance_id=409 within 14 days of receipt of the merchandise, for exchange or return situations at the customer's discretion, that is, situations where the exchange and/or return of products occurs voluntarily and is not related to a product problem or damage during transit. Through the logistics operator, the Customer must follow the steps defined by the platform to create the collection request and pay the one-time return fee charged by the logistics operator. At the end of the requested data entry process, a packaging code is assigned, which must be provided to the logistics operator for this purpose. Checking the availability of the locations is possible during the process on the platform. After receiving the returned product(s), a quality control analysis will be performed, and the exchange or return directly depends on the condition of the product(s) delivered;
• Exchange or return of products directly with Armazéns Marvanejo, within 14 days of receipt of the goods, through an unequivocal declaration sent by email, or letter, to apoiocliente@marvanejo.pt or Avenida do Dia de Portugal N63, 7350-229 Elvas, respectively, for exchange and/or return situations where the product is not in usable condition, or situations where it has suffered some damage during transport.

Marvanejo Warehouses informs that:

• If it is not determined that the exchange or return is due to product quality issues or damage during transportation, the direct costs of returning the goods are borne by the customer, therefore the refund amount for the order will always exclude the shipping cost;
• The refund will be processed within a period never exceeding 14 days from the date on which Armazéns Marvanejo is informed of your decision to terminate this contract;
• Refunds are made using the same payment method used in the initial transaction;
• The refund will only be processed after Armazéns Marvanejo has received the goods in question for return;
• Goods must be returned without undue delay and within 14 days from the date you informed Armazéns Marvanejo of your free termination of the contract. The deadline is considered met if the goods are returned before the end of the 14-day period;
• The direct costs of returning the goods are borne by the customer, therefore the refund amount for the order will always exclude the shipping costs;
• Exchanges and/or returns are permitted provided the products have not been used. They must be kept in their original packaging, with seals and stickers intact, and presented exactly as received.
• You should not send products for exchange and/or return without first contacting the Sales/Customer Service Team. Armazéns Marvanejo will not consider products received as exchanges and/or returns if the process is not completed properly;
• After the contact that initiates the process, the customer must send the items, properly packaged, together with the invoice proving payment, to the following address: Avenida do Dia de Portugal N63, 7350-229 Elvas.
• All items must be in good condition (saleable condition), with the original packaging intact. Products that have been tried on or damaged for reasons unrelated to the preparation or transportation of the order will not be returned. If these factors are not proven, Armazéns Marvanejo will not exchange or return the items;
• Promotional packs must maintain their outer packaging and all products inside the packs intact. Products that have been tried on will not be exchanged or returned. If these factors are not proven, Armazéns Marvanejo will not exchange or return them.
• When Armazéns Marvanejo issues a refund, the refunded amount is deducted from shipping costs. Only in cases where the return is due to a product defect will shipping costs be included, even for international orders.
• After verifying the product to be exchanged and/or returned, and if it meets the exchange and return standards mentioned above, Armazéns Marvanejo will send a new product and/or issue a refund within 72 hours. If the product selected for exchange is not available in stock, the shipping time may exceed 72 hours;
• Whenever it is a case of exchange and/or partial return of one or more products from an order without completing the entire order, only the item will be exchanged or the amount corresponding to the products returned to Armazéns Marvanejo will be refunded.
• If a customer wishes to exchange a product, the customer will be responsible for shipping costs for the same products to our facilities, as well as the corresponding shipping costs for the new product. Only customers who return products damaged during shipping or with brand defects will be exempt from shipping costs, which will be covered by Armazéns Marvanejo. The exchange will begin after the product's condition has been verified and shipping costs have been paid, only where applicable. If the product does not meet the above requirements, Armazéns Marvanejo will contact the customer, with photographic support if necessary, to justify the refusal.
• In situations where the customer fails to collect their order from a collection point in a timely manner, it will be returned to Armazéns Marvanejo. Upon arrival at our facilities, if the customer wishes to have it reshipped, they will be required to pay the shipping costs to the destination corresponding to the logistics operator's return cost to Armazéns Marvanejo, and the return of the product from Armazéns Marvanejo to the customer.

Product Availability and Order Confirmation/Cancellation

• Product collection for online order processing only begins after payment confirmation. For payments made via Multibanco Reference, Armazéns Marvanejo informs that the maximum payment deadline is 24 hours. If no payment is received after 24 hours, Armazéns Marvanejo will cancel the order.
• The consumer will always be informed of the estimated shipping date of their order;
• Please note that shipping times may vary depending on the order's destination or any unforeseen circumstances that may arise with our logistics provider. Armazéns Marvanejo is not responsible for delays in order delivery due to external factors.
• Online order submission and preparation will only take place on business days between 9:00 AM and 12:00 PM. Therefore, weekends and holidays will not be counted toward estimated delivery times and delivery times. Any delays in order dispatch, given the initial delivery time, will not allow or consider compensation claims.
• Fulfillment of all orders placed through the Online Store is subject to product availability. Armazéns Marvanejo strives to ensure that all items offered for sale are in stock. However, Armazéns Marvanejo reserves the right to refuse or cancel orders for products within the same order that are out of stock.
• In cases of product unavailability and/or out-of-stock, the consumer will be immediately informed of the unavailability of the product(s), and will be offered the option to exchange the product(s) for products of equal or greater value or partially or completely cancel the order. In the event of an online order, with payment, containing products that become unavailable during the billing process due to out-of-stock or other reasons beyond the control of Armazéns Marvanejo, Armazéns Marvanejo will immediately refund the amount paid by the consumer. In these situations, the refund method will be the same as the payment method. In the case of credit card, in the case of Multibanco, the refund will be made by bank transfer, after the customer provides their IBAN.
• In situations where the information provided by the customer is incorrect or inaccurate, payment for the order is not made by the customer, the address provided by the customer does not allow delivery of the order, or the order is deemed fraudulent, Armazéns Marvanejo may refuse the order or cancel the purchase, even if it has been previously accepted or confirmed. Armazéns Marvanejo shall be exempt from liability for any damages or costs arising from this action.