Refund policy

Return & Refund Policy

This Return & Refund Policy applies to purchases made through the Carte Creme webshop operated by Carte Creme, LDA (Portugal). This policy is intended to provide clear, customer-facing information and operates alongside our Terms & Conditions. In case of conflict, the Terms & Conditions prevail.

1. Right of Withdrawal (EU Customers)
If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 days from the day you receive the product, without providing a reason.

To exercise this right, you must notify us within the 14-day period. After notification, products must be returned within 14 days.

Return shipping costs are the responsibility of the customer.

2. Condition of Returned Items & Value Reduction
Returned items must be unused, unworn, and in their original condition and packaging. We reserve the right to apply a value reduction if the product shows signs of use beyond what is necessary to assess its nature, characteristics, and functioning.

Value reduction may be applied in cases of:
- visible wear or damage;
- missing or damaged original packaging;
- incomplete returns.

3. Excluded Items (No Returns)
The following items are not eligible for return or refund, regardless of region:
- made-to-order products;
- special editions;
- limited editions.

4. Returns Outside the European Union
For orders shipped outside the European Union, there is no statutory right of withdrawal.

Returns outside the EU are only accepted after prior written approval.

If a return is approved, the customer is responsible for:
- all return shipping costs;
- a return processing fee of 20% calculated on the original purchase price of the returned product, excluding shipping costs, duties, taxes, and other surcharges.

Any applicable value reduction may be deducted in addition to the processing fee.

5. Duties, Taxes & Shipping Costs
Shipping costs, import duties, customs fees, local taxes, and similar charges are non-refundable.

We are not responsible for delays or losses caused by customs authorities.

6. Refunds
Once a return is received and inspected, approved refunds will be processed within a reasonable timeframe.

Refunds are issued to the original payment method unless otherwise agreed.

7. Refusal of Returns & Abuse
We reserve the right to refuse returns that:
- do not meet the conditions outlined above;
- show signs of excessive use or damage;
- indicate abuse of the return policy or commercial resale activity.

8. Contact
For all return requests or questions regarding refunds, please contact us at:
concierge@cartecreme.com
or via our contact page:
https://cartecreme.com/pages/contact