Exchanges and Returns

In accordance with applicable legal provisions (Decree-Law no. 24/2014), the Customer has a period of 14 days from receipt of the order to notify Silva Shop of their decision to exercise the right of withdrawal, without the need to provide any reason. Once this period has elapsed, Silva Shop will no longer accept returns under the right of withdrawal.

Returns resulting from an error in choice, incompatibility, or the customer's own decision are considered returns based on the right of withdrawal.

The Customer must communicate their decision via the email address geral@silvashop2021.com within the aforementioned 14-day period. Following this communication, the Customer has an additional 14 days, counting from the date the decision was communicated , to physically return the product, accompanied by the respective proof of purchase.

Return Address:

Name: Silva Shop 916215798
Address: Rua da Granja, No. 82
3730-205 Vale de Cambra

Shipping Costs

• Return shipping (from the Customer to Silva Shop): at the Customer's expense, except in the event of an error by Silva Shop, the shipment of an incorrect product, or a defective product—situations in which Silva Shop will bear this cost.
• Initial shipping (the amount paid by the Customer at the time of purchase): this is always refunded to the Customer, regardless of the reason for the return, and corresponds to the cost of the most economical shipping option offered by Silva Shop at the time of purchase. If the Customer chose a more expensive shipping method (e.g., express shipping), Silva Shop only refunds the amount equivalent to the cheapest standard option.

Refunds
The refund will be processed within a maximum of 14 days from the date the Customer communicated their decision to exercise the right of withdrawal, using the same payment method used for the purchase and at no additional cost to the Customer, unless the Customer expressly agrees to a different method. However, Silva Shop may withhold the refund until the returned goods are received or until the Customer provides proof of dispatch of the return, whichever occurs first.

• For returns based on the right of withdrawal (including incorrect choice, incompatibility, or the Customer's decision): refund of the product price and the initial shipping cost (subject to the terms above). The cost of the return shipment is borne by the Customer.
• In the event of an error by Silva Shop, such as the shipment of an incorrect or defective product: refund of the product price, the initial shipping cost, and any necessary return costs.

Eligibility for Refunds and Exchanges

• The item must be unused and in the same condition as received (with tags and without signs of use or assembly).
• The item must be in the original packaging.
• To complete the return, a receipt or proof of purchase is required.
• If the item was marked as a gift at the time of purchase and shipped directly to the recipient, a gift credit equal to the return value will be issued.

Exchanges
All items are inspected upon arrival at our facilities, and only those meeting the return conditions described above will be accepted for exchange or refund.

Goods Not Covered by the Right of Withdrawal
Pursuant to Article 17 of Decree-Law no. 24/2014, the right of free withdrawal does not apply to:

• Goods made to the Customer's specifications or clearly personalized, namely products identified as "Made to Order".
• Sealed goods which, for reasons of health protection or hygiene, are not suitable for return after having been unsealed by the Customer.

Partial Refunds / Refusal of Return

• Any item that is not in its original condition, is damaged, or is missing parts for reasons other than an error by Silva Shop.
• Any item for which the return notification or physical shipment takes place outside the timeframes indicated above.

Once the return is received and inspected, an email will be sent confirming receipt of the returned item, as well as the approval or rejection of the refund.

Delayed or Missing Refunds
If you have not yet received an approved refund, please first check your bank account and then contact your card issuer, as it may take some time for the amount to be officially credited. If the problem persists, please contact us at geral@silvashop2021.com.