Refund policy

Last updated: 4 October 2026

Right of withdrawal (14 days)

Under Portuguese Decree-Law no. 24/2014, customers may withdraw from the purchase of non-personalised products (for example, Caementa Stamps) within 14 days of the day they receive the goods, without giving any reason.

Exceptions

In accordance with article 17 of Decree-Law no. 24/2014, there is no right of withdrawal for:

• Personalised pieces or pieces made to the customer's specifications (for example, with names, dates or phrases), as they are made exclusively for you.
• Digital content (courses), from the moment access or download is made available, with the customer's prior express consent and acknowledgement that the right of withdrawal is thereby lost.

How to exercise the right of withdrawal

Send us an unequivocal statement to geral@caementaceramica.pt, with your order number, within the 14 days. You may use the model form below, although it is not mandatory.

You must return the products, in good condition and in their original packaging whenever possible, within 14 days of your statement, to: Rua Principal, 105C, 2500-763 Santa Catarina – Caldas da Rainha, Portugal. Return costs are borne by the customer.

We will refund all payments received, including the initial delivery costs (corresponding to the standard delivery option), within 14 days of receiving your statement, using the same means of payment you used. We may withhold the refund until we have received the products or you have supplied proof of having sent them back. The customer is liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature and functioning.

Damaged or defective products

If your order arrives damaged or defective, contact us as soon as possible at geral@caementaceramica.pt, with your order number and photographs of the piece and the packaging. We will resolve the situation under the legal guarantee of conformity (Portuguese Decree-Law no. 84/2021). These situations should not be confused with the natural variations of handmade pieces.

Model withdrawal form

To: caementa. – Rua Principal, 105C, 2500-763 Santa Catarina – Caldas da Rainha, Portugal – geral@caementaceramica.pt

I hereby give notice that I withdraw from my contract for the purchase of the following goods: ______________
Order no.: ______ | Order date: ______ | Date received: ______
Name: ______________
Address: ______________
Date and signature (paper only): ______________