Refund policy.

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 "Request a return" in the footer of our website, or by contacting us at concierge@cartecreme.com. After notification, products must be returned within 14 days.

If you withdraw from your purchase, we provide a prepaid return label. A flat return shipping fee of €35 is deducted from your refund. This covers the actual cost of collection and return to Portugal; we do not charge a handling or restocking fee.

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.

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.

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.

For EU customers exercising the right of withdrawal, we refund the standard outbound shipping cost together with the purchase price. Where a more expensive delivery option was chosen, we refund the amount of our standard delivery option. The €35 return shipping fee described in section 1 is deducted from the refund.

In all other cases, shipping costs are non-refundable. Import duties, customs fees, local taxes, and similar charges are non-refundable in all cases. We are not responsible for delays or losses caused by customs authorities.

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.

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.

For all return requests or questions regarding refunds, please contact concierge@cartecreme.com or use our contact page.