100% SECURE 🔐

Refund and Return Policy

  1. Return Period
    Customers have a period of 30 days from the receipt of the product to request a return. However, we highlight that returns due to dissatisfaction with the product (without defects or damages) can only be made within the first 14 days after delivery, in accordance with Article 10 of Decree-Law No. 24/2014. After this period, returns will only be accepted in cases of defects, damages, or incompatibilities with the purchased product.

  2. General Return Conditions
    For any return, regardless of the reason, the product must be returned:

  • In the same physical condition as it was received, without signs of use, physical damage, or scratches.
  • In all original packaging, including protective stickers, air cushions, and bags.
  • Along with the invoice or proof of purchase.

  • If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

    If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

  • We will process the order shipped out in 1-3 days, and the consumer can cancel the order before shipped out, that is consumer can make a cancellation within 3 days.
  • Return Address: 
    UNIT 2A, 17/F GLENEALY TOWER
    NO.1 GLENEALY CENTRAL
    HONG KONG

If the product is returned with physical damage, such as scratches, dents, or other defects, we reserve the right to deduct the corresponding value of the damages from the refund amount, as per Article 14, No. 2, paragraph b, of Decree-Law No. 24/2014.

Return Shipping Costs

  • For returns due to dissatisfaction or withdrawal (without defects or damages), the customer is responsible for the shipping costs to return the product, in accordance with Article 13, No. 2, of Decree-Law No. 24/2014.
  • If the customer uses a shipping method different from the one indicated by the company, additional costs incurred by this method will not be covered by the company, as per Article 13, No. 2, paragraph c, of Decree-Law No. 24/2014.

Lifetime Warranty Policy and Non-Accepted Products for Return

According to Decree-Law No. 84/2021, which regulates consumer rights regarding warranties, the lifetime warranty is considered an additional and optional service. This benefit is acquired under specific conditions previously agreed upon at the time of purchase.

As such, the lifetime warranty is not eligible for reimbursement in case of product return, as its optional and exclusive nature is not subject to refund obligations but rather to the commitment accepted by the customer at the time of acquisition.

Non-Accepted Products for Return

  • Products returned without prior notice or without the company’s authorization will not be accepted, in accordance with Article 14, No. 1, of Decree-Law No. 24/2014.

Refunds

After we receive and inspect the returned product, we will notify the customer about the approval or rejection of the refund.

  • If approved, the refund will be processed within 10 business days to the original payment method, as per Article 12, No. 2, of Decree-Law No. 24/2014.
  • In cases of rejection due to non-compliance (damages or absence of original packaging), the customer will be informed of the deduction in the refund.

Return Instructions

To initiate a return, the customer must:

  • Contact us via email at support@carlega.com.
  • Wait for detailed instructions and the return label provided by our team.
    Products returned without following these guidelines will not be accepted.