Returns and Right of Withdrawal

Returns, Exchanges and Right of Withdrawal

Last updated: 22 September 2026

1. You have 14 days to change your mind

If you bought as a consumer, the law gives you the right of withdrawal: you may cancel your purchase within 14 days, without giving any reason and without any penalty. This right is set out in Portuguese Decree-Law 24/2014 of 14 February, implementing Directive 2011/83/EU.

The period runs from the day you, or someone you nominate, physically receive the goods. If your order arrives in several shipments, it runs from receipt of the last item.

2. How to exercise the right

Simply tell us your decision in an unambiguous statement, before the 14 days are up. You can do so:

• By e-mail to geral@sweetapple.pt
• By telephone on +351 262 921 534
• By post to Sweet Apple — Rua Monges de Cister S/N, Centro Comercial Neomáquina, 2475-131 Benedita, Portugal
• In person at our Benedita shop

You may use the model form at the end of this page, but you are not obliged to. We confirm receipt of your request by e-mail.

3. Sending the goods back

After telling us your decision, you have a further 14 days to return the goods. Send them to the address above, or hand them in at the shop.

Goods must be returned complete, unused, in their original packaging and with all accessories, labels, manuals and warranty certificates.

You bear the cost of return shipping, unless the item arrived faulty or was the wrong item — in which case we bear it.

4. Refund

We refund all payments received, including standard delivery costs, within 14 days of receiving your notification.

We may withhold the refund until we have received the goods back, or until you send us proof of dispatch — whichever comes first.

The refund is made using the same payment method you used, at no cost to you. If you chose a delivery option more expensive than our standard one, we refund the standard amount.

5. When the right does not apply

Under article 17 of Decree-Law 24/2014, the right of withdrawal does not apply to:

• Personalised goods or goods made to your specifications — engraving, resizing, made-to-order pieces;
• Sealed goods that cannot be returned for hygiene reasons, once opened — such as earrings for pierced ears;
• Vouchers and gift cards already redeemed;
• Goods which, by their nature, become inseparably mixed with other items.

Nor do we accept returns of goods that are damaged, altered or show signs of use attributable to you. If the value of the item is reduced by handling beyond what is necessary to establish its nature, characteristics and functioning, we may deduct that loss in value from the refund.

6. Exchanges

In addition to the legal right above, we accept exchanges within 14 days from the day after receipt. Exchanges can be made at our Benedita shop or by post, under the same conditions of state and packaging.

7. Faulty goods

If an item arrives faulty or does not match what you ordered, this is not withdrawal but the legal guarantee of conformity — which in Portugal is 3 years. See our Warranty page. In that case, return costs are ours.

8. Dispute resolution

In the event of a consumer dispute, you may refer the matter to an alternative dispute resolution body. See our Arbitration Centres page or the Portuguese consumer portal at www.consumidor.gov.pt.

The Electronic Complaints Book is also available at www.livroreclamacoes.pt.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract. Its use is optional.)