Shipping and return policy

Right of Withdrawal

Customers must return items within 14 days after notifying us of their decision to withdraw from the contract under the Right of Withdrawal, following the instructions available here: withdrawal document.

If our tests show that the items have been used or altered (excluding trying them on), we will not accept the return. The items will be sent back to the customer without notice.

DEMARCA is not responsible for items lost by mail or customs, so please keep the tracking information. Always include the items along with the respective receipt and order number, filling out the return form/withdrawal document (print it here), as well as the printed Shipping Guide provided by our after-sales service. If a returned item is shipped from outside the European Union, please mark the package as “RETURNED GOODS” to avoid customs charges. We are not responsible for any fees imposed on returned orders by customs.

After receiving the items, we will process your refund within 1-7 days. The refund will be made using the same payment method used in the original purchase. Notwithstanding the above, the following items are excluded from the Right of Withdrawal and cannot be returned:

• Personalized products, such as engravings, special sizes;
• Products with signs of use;
• Gift cards.

How do I return a DEMARCA product? Before making a return, please contact us via email at info@demarca.pt for better assistance.

To activate this service, follow these steps:

1. Prepare the receipt and a paper with your name and order number, RETURN PROCESS.
2. Ensure the item(s) are packed in their original box(es).
3. If you live outside the European Union, clarify on the customs declaration that it is a return and that the value is 0 euros (if you do not do this, we may never receive your return, and without it, we cannot process the refund).
4. To return your order, we recommend a shipping option with tracking (we are not responsible for lost orders).
5. Send to: Apartado 000050, EC Gondomar 4424-909 Gondomar, Portugal
6. After receiving and analyzing the order, we will process the refund within 2 to 7 days.
7. The returned products must arrive at our office within a maximum of 14 days.