Refund Policy
Made with Heart.
Handle with Love.
Last updated: 11 November 2026
Our pieces are made with hands, heart and imagination. They deserve to be loved for a very long time, not abandoned after a passing crush.
Not sure it's love? Don't buy it just yet. Take your time, check the dimensions, read the description and ask us anything before placing your order.
We encourage thoughtful shopping and conscious consumption. Fewer regrets, fewer unnecessary journeys and happier objects. Sounds good to us!
1. Your Right to Withdraw
If you purchase as a consumer, you generally have 14 calendar days from receiving your order to withdraw from the purchase without providing a reason, subject to applicable legal exceptions.
For orders containing several goods delivered separately, the withdrawal period generally begins when you receive the last item.
To exercise this right, you must inform Dedal of your decision before the withdrawal period expires, using a clear statement.
You may send your request through our Contact Us page, or use the email or postal contact details provided in our Terms & Conditions.
If you use our online form, we will acknowledge receipt of your withdrawal request by email within 24 hours.
You must return the goods within 14 calendar days of communicating your decision, unless we have agreed to collect them.
We will provide the relevant return instructions and address following your notification.
2. Return Shipping Costs
For returns resulting from a change of mind, the customer is responsible for the direct cost of returning the goods, provided this obligation has been communicated before purchase, unless otherwise required by law or expressly agreed by Dedal.
We do not offer complimentary return shipping for changes of mind.
Where a product is faulty or does not conform to the contract, the costs associated with the applicable legal remedies are handled in accordance with consumer protection law.
3. Packaging and Returning Fragile Products
Many of our products are fragile, handcrafted or made from delicate materials.
When returning an item, please ensure it is carefully and securely packaged using appropriate protective materials. We strongly recommend reusing the original protective packaging whenever suitable.
Products must be protected against impacts, movement and pressure during transportation.
We recommend choosing a reputable tracked shipping service and retaining proof of dispatch.
Customers may be held responsible for damage or loss attributable to their actions, including inadequate packaging, in accordance with applicable law.
Any reduction in a refund or claim for compensation will be assessed according to the applicable legal rules and the circumstances of the return.
4. Product Condition and Handling
You may inspect a product to establish its nature, characteristics and functioning, as you would reasonably be permitted to do in a physical shop.
However, handling beyond what is necessary may result in liability for any resulting reduction in the product's value.
Products showing signs of excessive use, avoidable damage or improper handling will be assessed individually. Any legally recoverable reduction in value may be deducted or claimed.
Your statutory withdrawal and consumer rights remain unaffected.
5. Damaged or Faulty Products
If your order arrives damaged or defective, please contact us as soon as reasonably possible through our Contact Us page.
Where possible, include your order number and photographs of the product and packaging to help us investigate the issue. We may ask you to provide photographs by email if they cannot be submitted through the contact form.
Damage occurring during the initial delivery, where transport is arranged by Dedal, is handled in accordance with applicable consumer protection law.
Depending on the circumstances and the applicable law, you may be entitled to repair, replacement, a price reduction or termination of the contract.
These rights are separate from your statutory right of withdrawal.
6. Refunds
Where the statutory right of withdrawal applies, refunds will be processed within 14 days of receiving your withdrawal notification, subject to the legal right to withhold reimbursement until the returned goods are received or proof of dispatch is provided, whichever occurs first.
Refunds include the original standard delivery cost, but not additional charges resulting from choosing a more expensive delivery service.
Refunds will be made using the original payment method unless otherwise expressly agreed, without additional costs to the consumer.
7. Exceptions
Certain products, including goods made to the customer's specifications or clearly personalised, may be excluded from the statutory right of withdrawal where legally applicable.
These exceptions do not remove statutory rights relating to faulty or non-conforming goods.
8. Statutory Guarantee
Consumer purchases are protected by the statutory guarantee applicable under Portuguese law, generally three years from delivery for new movable goods.
During the first two years, a lack of conformity is generally presumed to have existed at the time of delivery, subject to applicable legal exceptions.
This policy does not restrict any mandatory consumer rights concerning defective or non-conforming products.
9. Withdrawal Form
To exercise your right of withdrawal, you may copy the following information into a message sent through our Contact Us page, or use the contact details in our Terms & Conditions.
I hereby notify Dedal of my withdrawal from the purchase of the following goods:
Product(s):
Order number:
Order date:
Date received:
Customer name:
Customer address:
Date of notification:
Use of this form is optional. Any other clear statement of withdrawal is also accepted.
10. Business Purchases
The statutory consumer withdrawal period does not automatically apply to business-to-business purchases.
Returns for commercial partners are subject to the agreed B2B terms and applicable law.
Made with hands,
heart and imagination.
Loved for a lifetime.