Refund policy

Return & Refund Policy

This Return & Refund Policy applies to purchases made through the Cárte Crème 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, without providing a reason. This 14-day period begins on the day you (or a third party indicated by you) receive the last item of your order.

You may exercise this right at any time during the withdrawal period by using the electronic withdrawal function available via "Withdraw from contract here" in the footer of our website, or by contacting us at concierge@cartecreme.com. After notification, products must be returned within 14 days.

Return shipping costs are the responsibility of the customer, unless stated otherwise at checkout.

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:

  • products made to the customer's individual specifications, or clearly personalised;
  • products which are liable to deteriorate or expire rapidly;
  • sealed products which are not suitable for return for reasons of health protection or hygiene, if unsealed after delivery.

Limited or numbered editions are not, in themselves, excluded from the right of withdrawal. Each piece in a numbered edition remains a standard consumer good under EU law unless it separately qualifies under one of the exclusions above.

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 14 days of receiving the returned item, or of receiving proof that the item has been sent back, whichever is earlier.

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