Returns, Exchanges and Refunds Policy

Returns, Exchanges and Refunds Policy

Thank you for shopping at Bordados Custom.

We guarantee the quality of our products and accept returns, exchanges or refunds only in the situations described below.

1. Returns and Refunds

Catalogue products that have not been customised may be returned within the legal period of 14 days after receiving the order, provided that they have not been used, washed, damaged or altered, and are in the same condition as when they were received, whenever possible in the original packaging.

Customised products, including custom embroidery, custom patches, custom stickers, names, logos, images, phrases, colours or other elements chosen by the Customer, cannot be returned or exchanged due to buyer’s remorse, an error in the Customer’s choice, or a change of preference after production, as they are made to order and produced according to the Customer’s specifications.

Items with proven defects, damage caused during shipping, or production errors attributable to Bordados Custom may be returned, exchanged or refunded, regardless of the product type.

2. Variations in Colour, Finish and Customisation

The colours displayed on the website, photographs, mockups or customisers may vary depending on the device used, screen settings, brightness, contrast, ambient lighting and other technical factors.

In the case of embroidered products, there may not be an exact match between the colour displayed digitally and the actual colour of the available embroidery thread. In these cases, the closest possible colour available in embroidery thread will be used.

Due to the inherent characteristics of fabrics, threads, materials and customisation processes, slight variations may occur in colour, texture, size, placement or finish.

These reasonable variations shall not be considered a defect or non-conformity of the product, provided that they do not compromise the normal use of the item or substantially alter the ordered design.

3. Conditions for Refund or Exchange

For a product to be eligible for a refund or exchange, it must:

Be unused, unwashed and in the same condition as when it was received;

Be kept in its original packaging whenever possible;

Be accompanied by a receipt, invoice or proof of purchase;

Be reported to us in advance by email at ebordadoscustom@gmail.com.

4. Exchanges of Defective Products

If you receive a defective, damaged or incorrectly produced item attributable to Bordados Custom, you must contact us by email at ebordadoscustom@gmail.com, indicating the order number and sending photographs of the item and the identified issue.

After analysing the situation, we may request that the item be sent to:

Bordados Custom
Rua Marquês de Rio Maior, nº 28
2600-484 Alhandra
Portugal

After receiving and inspecting the item, the exchange or refund will be approved and processed as quickly as possible if the defect, damage or production error is confirmed.

5. Refund Process

After we receive and inspect the returned item, we will send you an email confirming receipt and informing you whether the refund has been approved or declined.

If approved, the refund will be made using the original payment method, unless otherwise agreed between the parties.

6. Shipping Costs

The Customer is responsible for the shipping costs associated with the return, except in cases of manufacturing defect, damage during transport, or a production error attributable to Bordados Custom.

We are not responsible for items returned without prior contact or authorisation, nor can we guarantee receipt of items sent without tracking or proof of shipment.