If the product you purchased does not suit your interests and you wish to return it, it should reach our office within a maximum of 14 days (including weekends and holidays) after you have received it. You will receive a refund or store credit for the amount of your purchase, including shipping costs, once the product has been returned in its original condition, i.e., in the same condition in which it was purchased.
If the product is not in its original condition we will not accept its return. The product will be returned again to the customer without any warning.
To return a product, please follow these steps:
Email us the invoice with your name, order number and reason for return - this information will help us improve!
Wait for our customer support team to contact you.
If the product is damaged you must send photos, either of the product, or the label of the carrier responsible, videos demonstrating the anomaly or damage you report (if applicable and no longer than 15 seconds), together with the respective invoice, if it is inside the box, so that we can assess the situation.
Follow the same procedure as for returns, but let us know by e-mail that you want an exchange. You will receive store credit for the full amount of your order, excluding shipping costs, once the product has been returned in its original condition.
Incidence or Anomaly
If you find that at the time of delivery the condition of the outer packaging presents some anomaly (damaged package, torn, wet, etc.) you can refuse delivery, without opening the package. If you choose to accept the order, when signing the proof of delivery, mention on the physical or digital delivery slip the visual state of the package, as well as mention "subject to checking by reservation upon delivery".
You should communicate via e-mail (firstname.lastname@example.org), indicating the order number that is on the invoice or in the purchase confirmation e-mail.
If possible, you should take the following photos:
- Packaging from the outside, so we can see the box (IMPORTANT: If the box is damaged, show it in the picture);
- Transport company label, so that we can see which company provided the delivery service;
- Products inside the box, including any possible protection. That is, just as the customer received it;
- Damaged product, where we can clearly see the damage.
- You must then return the package in its original packaging including all components (manuals, original accessories or promotional offers, if applicable) and the invoice.
You are responsible for sending it to the nebousleep.com address, with your personal details and the number of the order to be returned. You must do so within 14 days (including weekends and holidays) after receiving the order.
If you wish us to collect the order, you should provide this information when contacting the Customer Support Centre, and whether the collection should be made at the original delivery address or at another address according to your preference, and the cost of collection will be communicated to the customer, according to product volume and geographical area. Once communicated this value of the collection, it will be paid by the customer, and the collection scheduled.
After receiving and checking the product for which the return was requested, and if the return conditions are met, we will proceed to refund, when applicable, within a maximum of 3 days without any expenses for the customer.
If there is no such original defect or malfunction in the product, costs will be charged to the customer, either to exchange the product with a new purchase or repair, or for collection and shipping costs that will be charged to the customer to proceed to the new shipment. The value of the costs of collection and reshipping depend on the geographical area of residence of the customer.
If the returned products are damaged or worn, shopping.pt reserves the right not to accept the return and to refuse a refund.this also applies to typographical errors in the description or price.
Please note, these conditions are valid for returns and exchanges within Portugal and Spain. Please contact us at email@example.com for information about returns and exchanges outside Portugal.