Return Policy
Return Policy
This returns policy has been drawn up on the basis of current legislation and may be updated without prior notice.
Free resolution and return period
The customer has the right to withdraw from the contract without incurring any costs (other than the cost of returning the product(s)) and without having to state the reason, within 14 (fourteen) days from the day on which the customer or a third party indicated by the customer (with the exception of the carrier) acquires physical possession of the product(s).
Therefore, in the event of exercising the right of withdrawal, any purchase made in the store can be returned within 14 days of receipt. After this period, it will not be possible to offer a refund or exchange the item(s).
If the customer wishes to exercise their right to freely terminate the contract, they must complete and submit an unequivocal statement of termination of the contract. They may contact the store within the aforementioned period to request the Free Termination form or send an email to geral@instacase.pt explicitly stating that they wish to terminate the contract.
Any contact made by e-mail should refer to the following data:
● Name of receiver;
● Telephone/mobile contact;
● Order number;
● Date of order;
● Date of receipt of order;
● Number of products and/or services purchased.
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Upon receipt of the request for free withdrawal from the contract, a response will be given as soon as possible in order to expedite and schedule the collection of the product(s) purchased.
Conditions for return
For a purchase to be eligible for return, the items purchased 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.
Personalized products cannot be returned or exchanged.
Returns must always be made to the merchant.
Documentation
In order for the return process to be completed, it will be necessary to include proof of payment and the return form.
Refunds
The value of the product(s) will be refunded in full within 14 days of the date on which we are informed of the decision to withdraw, not including shipping costs.
A InstaCase is not obligated to reimburse additional return costs for a different and more expensive method of collecting the product(s) than the one we offer. If the collection of the product(s) from the customer is requested by InstaCase, the refund process will begin after the product(s) have been received. The customer will be notified by geral@instacase.pt regarding this process.
The refund will be made using the same payment method used by the customer for the initial payment.
If you don't receive your refund within the specified period, check your bank account again. If you still can't confirm that the amount has been deposited, contact your bank manager. If you still have no feedback, please contact the bank. After these steps, you can contact us on 912 029 223.
Exchanges
Exchanges are only accepted when the order is defective, incomplete, incorrect, or damaged during delivery. If you wish to exchange an item, please contact us by email at the following address: geral@instacase.pt
The article should be sent to the following address:
AV. DA LIBERDADE N6 1ANDAR
2715-005 PERO PINHEIRO
Offers
If the item has been gifted, it will only be accepted for exchange upon presentation of the gift receipt within 1 month.
Shipping costs
Postage paid initially will not be included in the amount to be refunded.
If the customer wants a different collection method from the one defined by InstaCase, the customer will be responsible for paying the additional shipping costs for 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 sent.
International returns
In the case of an order delivered abroad, the return process is based on the above conditions.