Without prejudice to the exceptions provided by law, the consumer may withdraw from the contract within 14 days starting on the day after receiving the product, without having to provide a reason.

To exercise the right of withdrawal, the customer must clearly communicate their decision to suporte@crivoportugal.com, providing:

name;
order number;
product(s) to be returned;
preferred contact details.

The customer is not required to provide a reason for the return.

After communicating the decision to withdraw, the customer must return the product within the applicable legal time limit, following the instructions provided by CRIVO®.

The customer should handle the product only to the extent necessary to establish its nature, characteristics and functioning. Whenever possible, the product should be returned with the labels, accessories and packaging received. Any reduction in value resulting from excessive handling may be taken into account when calculating the refund.

CRIVO® does not currently sell personalised, made-to-measure or other products subject to specific exceptions to the right of withdrawal. This information will be reviewed if the product range changes.

For a return made under the right of withdrawal, the direct cost of returning the product is borne by the customer, unless a different commercial arrangement applies. Where the return results from an error attributable to CRIVO® or a lack of conformity, CRIVO® will cover the costs required by law.

After the customer contacts customer support, CRIVO® will assist with the process and confirm the applicable instructions. The return must be made using the method indicated by customer support, preferably through a service equivalent to the one used for delivery. The return address is stated on the label and will be confirmed again during the process. A shipping method with proof of dispatch and tracking is recommended.

The refund will be made using the same payment method used for the purchase, unless expressly agreed otherwise. CRIVO® may withhold the refund until the returned products are received or until the customer provides proof of return, as permitted by law.

Where the right of withdrawal applies to the entire order, the refund includes the price of the products and the cost of the standard delivery method offered by CRIVO®, as required by law. If the customer selected a more expensive delivery method, the additional cost will not be refunded. The direct cost of returning the products remains the responsibility of the customer, unless the return results from an error attributable to CRIVO® or a lack of conformity.

Exchanges are processed by returning the original product and placing a new order. The customer bears the cost of returning the original product. Once the return has been approved, CRIVO® offers free shipping for the new order, in accordance with the instructions provided by customer support.

The customer should contact CRIVO® as soon as the issue is identified, providing the order number and any information required to assess the situation. This request for prompt contact does not limit the customer’s legal rights.

Products benefit from the legal guarantee of conformity applicable to consumer goods. The appropriate remedy depends on the circumstances and may include repair, replacement, a price reduction or termination of the contract, as provided by law.