1. Contact and scope
We, VIMGRACE, UNIPESSOAL LDA, handle returns for purchases from our company through ShopVimGrace. Contact our support team at , through account support or at our address in Terms of use and sale. Identify your order, goods and requested remedy. We apply the following withdrawal rules to distance purchases covered by Portuguese and EU consumer law, while preserving mandatory protections in your country.
2. Withdrawal without a reason
You normally have 14 calendar days to notify us that you withdraw. For goods, the period runs from physical possession by you or your nominated recipient other than the carrier. For multiple goods delivered separately under one order it runs from the last good; for goods in multiple lots or parts from the last lot or part; for regular deliveries under one contract from the first delivery.
Tell us clearly that you wish to withdraw before the period expires. You may send an email or letter; you do not need our prior authorisation, a particular form or a personal visit. Keep evidence that you sent your notice. You may use our optional model below.
If we did not supply legally required withdrawal information, you have an extension of 12 months after the original period ends. If we supply that information during the extension, you have 14 days from receiving it to withdraw.
Return the goods to us without undue delay and no later than 14 days after notifying withdrawal, unless we have offered to collect them. Ask our support team for the current return destination. If we have not replied, your timely withdrawal remains valid. Pack the goods safely and retain dispatch evidence.
We require you to bear the direct return cost only where we informed you of that obligation before the contract. For goods that cannot normally be returned by post, we disclose the return cost in advance. We do not charge a restocking or administration fee merely because you exercise withdrawal.
You may inspect goods as you could in a shop. We may deduct diminished value only where your handling goes beyond what is necessary to establish the goods' nature, characteristics and functioning, and the statutory conditions for deduction are met. Please retain original packaging where possible; we do not make it an absolute condition for every return.
3. Withdrawal refunds
We refund payments received, including the cost of the least expensive standard delivery option offered, without undue delay and within 14 days after learning of withdrawal. The extra cost of a more expensive delivery option you chose need not be refunded.
For goods, we may withhold reimbursement until we receive them or evidence of dispatch, whichever occurs first, unless we offered to collect them. Refunds use the same payment method unless you expressly agree otherwise, without a fee to you. Bank processing time does not replace our own deadline. We do not automatically deduct original payment-processing commissions.
4. Statutory exceptions
We apply a withdrawal exception only where its legal conditions are met. Examples include goods made to your specifications or clearly personalised; goods liable to deteriorate or expire rapidly; and sealed goods unsuitable for return for health protection or hygiene reasons which you unseal after delivery.
We assess withdrawal rights for each product under the applicable rules. A “sale”, “gift”, “cosmetic” or “intimate product” label does not by itself exclude withdrawal, nor does opening ordinary goods exclude every return. If an exception applies, you still retain rights concerning defective or non-conforming goods.
5. Defects and conformity
Tell us about defects, missing items or goods that do not match your contract. We assess these claims separately from withdrawal. Under Portuguese Decree-Law 84/2021, we are generally liable for non-conformity of movable goods appearing within three years of delivery. We presume a defect appearing within the first two years existed at delivery unless that is incompatible with the nature of the goods or defect. We also consider the nature, durability and lawful expiry of the specific product.
Subject to the statutory conditions, you may choose repair or replacement unless impossible or disproportionate, and may obtain a price reduction or terminate where the law permits. For non-conformity appearing within 30 days of delivery, the Portuguese right to immediate replacement or termination applies. A minor non-conformity does not justify termination where the law excludes it.
We provide statutory remedies free of charge, including necessary transport, labour and materials. We repair or replace within a reasonable time and without significant inconvenience, applying the Portuguese 30-day rule and its statutory exceptions. You retain any further mandatory protections of your habitual residence.
We assess valid claims even if you signed for receipt or have no carrier's report. We request evidence reasonably needed to consider the issue. We do not require a full passport copy, a prescribed claim form or the original receipt as an absolute condition for every case. Never send us CVV/CVC, banking passwords or one-time codes.
6. Optional model withdrawal notice
To: VIMGRACE, UNIPESSOAL LDA, Rua Direita, n.º 35, 1.º A, 9050-450 Funchal, Madeira, Portugal; email: .
I hereby give notice that I withdraw from my contract of sale of the following goods. State the goods, order reference if available, order date and date received, your name and address, and the date of the notice. Sign only if submitting on paper. Delete any details which do not apply. You may instead use any other clear statement.