Right of Free Resolution (14 days)

Under Decree-Law no. 24/2014, of February 14, you have the right to cancel your purchase contract, without needing to state any reason, within 14 calendar days from the date you receive the product.

To exercise this right, simply inform us of your decision through an unequivocal statement, for example by email to encomendas@alojadoavo.pt or by filling out our refund request form. You do not need to return the product at the time you notify us of your decision; you then have an additional 14 days to send it.

During this legal period, you can examine the product as you would in a physical store. If the use exceeds what is necessary to verify the nature and functioning of the product, we may deduct an amount corresponding to the depreciation from the refund.

Extended Return Policy (30 days)

In addition to the minimum legal period, A Loja do Avô offers, as a courtesy, an extended period of 30 days after receiving the product to request a return.

From the 15th day up to the 30th day, for the return to be accepted, the product must:

• Be in the condition in which it was received, unused and without wear
• Have its respective labels
• Be in its original, properly sealed packaging
• Be accompanied by a receipt or proof of purchase

How to initiate a return

You can initiate a return in two ways:

• By filling out the refund request form available here.
• By email to apoioaocliente@alojadoavo.pt

Returns should be sent to: Av. Estados Unidos da América 140B, 1700-165 Lisbon, Portugal

If your return is accepted, we will send you a shipping label, as well as information on how to ship and where to send your package. Items returned without prior request will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately at encomendas@alojadoavo.pt if the product is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions — Items that cannot be returned

The right of return cannot be exercised for:

• Perishable goods
• Personalized products or those made to customer specifications
• Personal hygiene products*
• Sale items or gift cards

Contact us at apoioaocliente@alojadoavo.pt if you have questions about a specific item.

*Personal hygiene products are considered to be:

. Bath chairs/stools

. Commode chairs

. Briefs/Boxers

. Creams and Lotions

. Socks, Tights and Insoles

. Bath sponges and cream or bath applicators

. Urinals and bedpans

. Diapers, Diaper Pants, Pads and Protectors

. Plastic or Silicone briefs

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

Once we receive and inspect your return, we will notify you of the refund approval. If approved, the refund will be processed to your original payment method without undue delay and, in any case, within a maximum period of 14 days from the date we are informed of your decision to return. It may still take some time for your bank or card issuer to process and post the refund.

If more than 14 days have passed since your return was approved and the refund has not been processed, please contact us at encomendas@alojadoavo.pt.

Data Protection

The data provided in the refund request form (name, order number, contact details) are used exclusively to process your request, in accordance with our Privacy Policy.