Return and Refund policy
Context
This return policy was developed based on current legislation and may be updated without prior notice.
All exchanges and returns must be requested through your My Account area, under Orders.
Conditions for return
You have the right to return any purchase within a maximum period of 30 days from the date of delivery of the product, in accordance with the rules stipulated in article 4, combined with article 2, paragraph c) of Decree-Law No. 70/2007 of March 26, amended and republished by Decree-Law No. 109/2019 of August 14.
You can return any product within 30 days of receiving your order, in accordance with the rules stipulated in Article 4, combined with Article 2, paragraph c) of Decree-Law No. 70/2007 of March 26, amended and republished by Decree-Law No. 109/2019 of August 14.
For a purchase to be eligible for return, the purchased items must be in the same condition as when they were delivered. They must also be returned in their original packaging and without signs of misuse or mishandling.
There are some situations in which returns are not accepted, such as:
- If you have opened a sealed package, damaged the product, or do not have the original box for the item;
- If the goods purchased have been manufactured according to the consumer’s specifications or customized.
If you are not satisfied with your order upon receipt, you have 2 (two) days from the date of receipt to exercise your right to exchange it. When you request an exchange or return, you will be duly informed of the procedure. Do not send your product back for exchange or return without prior contact (via email) as it will be refused and returned to the sender. The customer will be responsible for all costs involved in the exchange.
Reimbursement
The refund of the product(s) price, as well as the delivery costs, will be fully processed within 14 days from the date we are informed of your decision to cancel the purchase.
Mhood is not obligated to reimburse additional return costs as a different and more expensive recall method than the one we offer. If Mhood requests the collection of the product(s) from the customer, the reimbursement process will begin after the product(s) have been duly received. The customer will be notified by email regarding this process.
The refund will be made using the same payment method used by the customer for the initial payment, except in situations of express agreement where the customer will not incur any costs as a result of the refund.
If you do not receive your refund within the indicated timeframe, please check your bank account again. If you still cannot confirm the deposit, please contact your bank manager. If you still do not receive feedback, please contact your bank. After these steps, you can contact us by phone.
Exchanges
An exchange is only accepted when the order is defective, incomplete, incorrect, or damaged during delivery. If you wish to exchange an item, you must contact us by email.
Shipping Costs
The shipping costs initially paid will be included in the refund amount, as stipulated in current legislation under Decree-Law No. 24/2014.
If the customer wishes for a collection method other than that defined by Mhood, the customer will be responsible for paying the additional shipping costs related to returning the product to the store, whether for return or exchange purposes.
We cannot guarantee that items will be returned or that they will arrive in the same condition as when they were shipped.
International returns
In the case of an order delivered abroad, the return process is based on the conditions mentioned above.