Refund policy
You have 14 days, counted from the date you receive your order, to make a return.
Returns must be requested by contacting customer support.
Only items in perfect condition will be accepted for return, namely items that have not been opened or tested and that retain all their original boxes and labels.
The cost of sending the product back will be borne by the customer, and the address to which the goods must be sent will be provided in the return authorisation.
After we receive your return, you may choose to receive the value of your return as a voucher (you will be sent a code with the value of the return), or you may choose to be refunded by the same method you used to make the payment. If you used a Multibanco reference, you will need to provide your IBAN so that the refund can be processed.
To be eligible for a return, your item must be in the same condition in which you received it, unused and unworn, with the respective tags and in its original packaging. You will also need to present the receipt or proof of purchase.
To start a return, you can contact us at geral@kitchen-makeup.com. Please note that returns must be sent to the following address:
Magentimagem, Lda.
Rua das Galés 9A
1990-612 Lisboa.
If your return is accepted, we will send you a return shipping label, as well as information on the shipping method and the place to which you should send your package. Items returned to us without a prior return request will not be accepted.
You can always contact us to answer any question at geral@kitchen-makeup.com.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive an incorrect item, so that we can assess the problem and put it right. The rights described here do not affect the legal guarantee of conformity to which the consumer is entitled, as described in the Terms and Conditions.
Exceptions and special return conditions
The following are not eligible for return under the right of withdrawal:
- personalised products or products made to the customer's specifications;
- perishable goods or goods liable to deteriorate or expire rapidly;
- sealed products which, for reasons of health protection or hygiene, are not suitable for return once opened, including beauty and personal care products where the protective seal has been removed or broken.
Flammable products and dangerous goods
Some of the products we sell, namely aerosols, sprays, solvents, certain adhesives or other flammable products, may be subject to special transport rules because they are classified as dangerous goods.
The classification of a product as dangerous goods does not, in itself, exclude the right of withdrawal applicable to distance purchases.
However, these products must not be sent or returned by post or through a carrier on the customer's own initiative, as they may be subject to specific transport restrictions.
If you wish to return a product of this nature, you must contact us beforehand so that we can advise you of the appropriate and safe return procedure.
If you exercise the right of withdrawal, you may choose one of the following options:
- Free return at our physical store;
- Collection by a suitable carrier, at a cost of €9 (collection in mainland Portugal; please contact us for collections elsewhere), borne by the customer.
This limitation and the associated costs do not apply to defective or damaged products or products that do not conform to the contract, in which cases the rights legally provided for the consumer will be ensured and the transport costs will be borne by us.
Sale or promotional items
Items purchased on sale, on promotion or with any other type of price reduction benefit from the same legally applicable rights of withdrawal as other distance purchases.
Gift cards
Gift cards purchased online may be withdrawn from within the applicable legal period, provided they have not yet been used, in whole or in part, without prejudice to other legally applicable conditions.
Exchanges
The fastest way to make sure you receive the items you want is to return the item and, once the return has been accepted, make a separate purchase of a new item. If any questions arise during the process, we are always here to help via email at geral@kitchen-makeup.com.
14-day European Union cancellation period
Notwithstanding the above, if the items are shipped to the European Union, you have the right to cancel or return your order within a period of 14 days, for any reason and without having to provide a justification. As stated above, your item must be in the same condition in which you received it, unused and unworn, with the respective tags and in its original packaging. You will also need to present the receipt or proof of purchase.
Refunds
We will notify you once we have received and inspected your return, and we will let you know whether the refund has been approved or not. If approved, you will automatically be refunded via your original payment method within 10 working days.
The refund includes the value of the returned product(s), as well as the original shipping costs of the order. The costs of returning the product are borne by the customer. Please bear in mind that it may also take some time for your bank or credit card company to process and post the refund.
If more than 15 working days pass after your return has been approved, please contact us at geral@kitchen-makeup.com.
