Refund policy

RETURNS AND EXCHANGES

CONDITIONS

The Customer may return or exchange their item within a maximum period of 14 days after delivery. Items must be in perfect condition, intact, sealed and complete in the same condition in which they were received. The purchase receipt must also be provided.

* Please note: the original packaging and all its original protective materials are required. Without the original packaging or original protective materials we do not accept exchanges or returns.

RETURNS

Please follow the steps below to return your items to the store:

1 – Log in to your account at www.dudeco.pt or www.dudeco.es, click on "My Account", then on "Order history and details", then click on details for the order containing the items you wish to return, select them, write the reason for the return and click "Request a return".

Return reasons:

a. The product arrived damaged and I want to exchange it for one in perfect condition. Dudeco will proceed with the product exchange at no additional cost.

b. The product received does not match the one selected. Dudeco will proceed with the product or part exchange at no additional cost.

c. I received my order and it is incomplete or a part is missing. Dudeco will proceed with the product or part exchange at no additional cost.

d. The product arrived damaged and I do not want an exchange, I want a refund. Since you prefer a refund and do not accept the exchange for a brand new product, the return costs are borne by the customer.

e. The product received does not match the one selected and I do not want to exchange it for the correct one, I want a refund. Since you prefer a refund and do not accept the exchange for the correct product, the return costs are borne by the customer.

f. I received my order and it is incomplete or a part is missing, and I do not want the missing item sent to me, I want a refund. Since you prefer a refund and do not accept the dispatch of the missing product or part, the return costs are borne by the customer.

g. I received the product and decided I no longer want it. The return costs are borne by the customer.

h. I received my order and realised I would prefer a different colour or model. In this case you will need to make a return and place a new order, whereby the return costs are borne by the customer, as well as the shipping costs for the new order.

i. I have used the product, can I request an exchange or return? We do not accept exchanges or returns of products that have been used. Once the product has been used, it is covered by the 2-year warranty.

* Please note: the original packaging and all its protective materials are required in order to make any change or return. Without the original packaging or original protective materials we do not accept exchanges or returns.

2 – Place the item(s) you wish to return in the box in which your order arrived.

3 – Hand over the items to be returned:

a. If it is Dudeco's responsibility, Dudeco will arrange collection of the box(es).

b. If it is the customer's responsibility, you will need to arrange a carrier to ship the items to Dudeco's premises:

Dudeco House – Mobiliário e Decoração, Unipessoal, Lda. Zona Industrial de Tuias, Rua 1, 173 4630-488 Marco de Canaveses, PT

Note: Dudeco is not responsible for goods arriving damaged, and if this occurs the return will not be accepted. We will hold your order on consignment so that the delivery agency designated by you can return it to the customer.

After inspection of the item(s) at our premises, we will proceed with the refund of the product value.

REFUND

After receipt and proper inspection of the items, the refund for the purchased item(s) will be processed via the same payment method used at the time of purchase. The maximum timeframe to receive the refund is 14 days. Returns of incomplete, damaged or scratched products, as well as products without their original packaging and/or label, or products showing signs of use, will not be accepted. The refund will be made using the same payment method. When this is not possible (e.g. Multibanco references and Bank Transfer), the customer must provide their account number (IBAN).