Refund policy

Return & Refund Policy

We want you to feel confident when ordering from TEKILA. This policy explains your rights regarding cancellations, returns and refunds for purchases made through tekila.pt.

1. Order Cancellation

Orders may be cancelled before they are fulfilled, where cancellation is still technically possible.

Once an order has been fulfilled or dispatched, it can no longer be cancelled. This does not affect your statutory right of withdrawal where applicable.

2. Right of Withdrawal

For eligible online purchases, consumers have the right to withdraw from the purchase without providing a reason within 14 days from the day on which the consumer, or a third party designated by the consumer other than the carrier, receives the goods.

To exercise the right of withdrawal, please contact us through our Contact page and clearly inform us of your decision to withdraw from the purchase.

After notifying us of your decision, eligible goods must be returned without undue delay and no later than 14 days after that notification.

3. Return Conditions

Returned products must be handled with appropriate care.

Where applicable, jewelry must be unused, unworn and returned in its original packaging.

Customers may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and functioning.

A reduction in the value of a returned product resulting from handling beyond what is reasonably necessary may be taken into account in accordance with applicable consumer law.

4. Hygiene and Piercing Jewelry

For health and hygiene reasons, piercing jewelry supplied in sealed hygiene packaging is not eligible for return under the right of withdrawal once the hygiene seal has been opened after delivery.

If the hygiene seal remains intact, the product may remain eligible for return subject to the other conditions of this policy.

This restriction does not affect your statutory rights if a product is defective, damaged, incorrect or otherwise not in conformity with the contract.

5. Return Shipping Costs

When exercising the statutory right of withdrawal, the direct cost of returning the goods is the customer's responsibility.

We recommend using a traceable shipping method when returning an item.

If the product received is defective, damaged, incorrect or otherwise non-conforming, please contact us through our Contact page before returning it. Where applicable, TEKILA will cover the necessary return costs.

6. Refunds

When the statutory right of withdrawal is validly exercised, we will refund the payments received from you, including the cost of the least expensive standard delivery option originally offered, where applicable.

Additional shipping costs resulting from your choice of a more expensive delivery method are not refundable beyond the cost of the least expensive standard delivery option offered.

Refunds will be made using the same payment method used for the original transaction, unless expressly agreed otherwise.

The applicable refund will be processed within the legally required period after we are informed of your decision to withdraw.

We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.

7. Defective, Damaged or Incorrect Items

Please inspect your order after delivery.

If you receive a product that is defective, damaged, incorrect or otherwise not in conformity with your order, please contact us through our Contact page as soon as possible.

Please include your order number and, where relevant, clear photographs showing the issue.

We will assess the situation and provide the appropriate remedy in accordance with applicable consumer law.

Hygiene-related return restrictions do not limit your statutory rights concerning defective or non-conforming goods.

8. Exchanges

TEKILA does not guarantee direct exchanges.

Where appropriate, the simplest process may be to return an eligible product in accordance with this policy and place a new order for the desired item.

This does not affect your statutory consumer rights.

9. How to Request a Return

To request a return, refund or report an issue with an order, please use the Contact page available on tekila.pt.

Please provide your order number and sufficient information for us to identify and process your request.