1. Exchanges
To exchange a product, please contact the Serralves Online Store via email at loja.online@serralves.pt.
A product can only be exchanged for another product of equal or higher value.
If you are not satisfied after receiving the exchanged order, you may request a return.
2. Returns
If you are not satisfied with the products provided, you can return them within 30 days of receiving the order.
After confirmation via email of the acceptance of your return request, the Serralves Foundation will process the refund within 30 business days.
2.1. Return due to withdrawal
A return due to withdrawal applies in the following cases:
- The products have not been used (unless otherwise indicated on the product);
- The products maintain their original characteristics, and the packaging is not damaged;
- The products are complete (e.g., both items in a pair must be returned);
- The products are in perfect condition and have their identification tags attached;
- Publications, audio, video articles, records, and other multimedia products have their warranty seals and/or protective films intact.
2.2. Return of defective products
A return due to defect is valid if the supplied products are damaged or do not match the items ordered.
Notification of the defective product must be made in your client area under RETURNS or via email to loja.online@serralves.pt within 7 business days of receiving the order.
The Serralves Online Store will analyze the product and inform the client whether they are entitled to a refund within 15 business days.
2.3. Return of gifts
The return of a gifted product must be made by the person who gave/purchased it. To proceed with the return, the person who bought the gift should be contacted to initiate the return process under the established return conditions.
HOW TO PROCEED TO MAKE A RETURN:
STEP 1: Send a return request notification
In your client area, go to Orders > Details
In the option "send return request":
- Select the item(s) you wish to return
- Select the reason for the return
- Click on the option to send the return request.
Print the form with your return request to include with the merchandise being returned.
You will receive an email notification indicating your return request number and RETURN REQUEST CREATED.
STEP 2: Package the item
You can use the original packaging in which you received the order or another cardboard box, as long as it is not damaged.
If the box has any labels, stickers, or other materials from previous shipments, please remove them.
The merchandise must be accompanied by the printed return form.
STEP 3: Send the item
You must send the merchandise via your preferred shipping method to:
Serralves Online Store
Fundação de Serralves
Rua D. João de Castro, 210 - 4150-417 Porto, Portugal
Shipping costs for returned items will be borne by the customer, who must ensure that the merchandise arrives at the Serralves Foundation.
STEP 4: Refund
Once the returned merchandise is received by the Serralves Foundation, it will be analyzed by our team.
If the merchandise complies with the return conditions, the refund will be made using the original payment method within a maximum of 30 business days. You will receive an email notification, sent to the email address provided in your client account, indicating RETURN ACCEPTED.
Once the refund has been processed, the Serralves Online Store will send a new email notification indicating RETURN COMPLETED. This information will also be available in your client area.
If the merchandise does not meet the conditions for a refund, the Serralves Online Store will contact you via email.