Exchanges and Returns Policy

Context

This Exchange and Return policy has been drawn up based on the legislation in force and may be updated without prior notice.

Free Refund and Return Policy

For distance purchases (online and to be delivered to the address via carrier), Portuguese law establishes a period of 14 working days (called the cooling off period) for the customer to return one or more items, without the need to state a reason, regardless of whether the item is faulty or not. You will only have to contact us to start the return process.

If the order is not returned within 14 days from the date of communication of the exercise of the right of withdrawal, it will be understood as a withdrawal from the order and, consequently, the order is considered final.

Love by K intends to provide excellent service to its customers. Thus, we provide a service that allows you to return the item purchased within 14 working days, exercising the right of free resolution under Decree-Law No. 24/2014 of 14 February, or exchange of the item for another of equal or greater value, within 30 days. These periods start from the date the consumer acquires physical possession of the goods (date of delivery). We facilitate the exchange or return of items by proceeding as follows:

Before sending it for return/exchange, the consumer must contact us and communicate their intention to exchange or return, within the deadlines defined above, to the email: info@lovebyk.com or directly by phone at +351 962408494 (mobile network) (working days between 10:00 a.m. and 6:00 p.m.).

In that email, or phone call, respectively, you should mention the following data:

Name of the receiver

Telephone/mobile phone contact;

Order number;

Date of order;

Date of receipt of order;

Number of products and/or services purchased

You will need to wait for a response, in which we will explain how you should proceed.

The package should be returned complete, as delivered and accompanied by all the documentation received, to the following address:

Lisa Quintas Unipessoal Lda

Rua Heróis de França, 637

4450-159 Matosinhos

The refund will be made through a payment method to be agreed upon and within a maximum period of 14 days after the date of receipt of the product in our shop. The amount of the refund is the amount paid for the order (value of the sales invoice). If you have used a promotional discount code, this amount will not be refunded, i.e., the refund will only be for the amount actually paid. The customer must also take into account if the product they want to return was purchased under any promotional campaign and if, for this reason, benefited from any gift. If this is the case, you should return not only the product in question but also the gift that was offered with your purchase.

In exchanges from other countries, Love by K does not accept exchanges or returns subject to payment of customs duties.

Upon receipt of the product, we will assess its condition and, if it is within the conditions described, we will return the money.

Although returns/exchanges are accepted within 14 days, returned goods will only be accepted if they comply with the following conditions:

- The returned item must have the original label and be in perfect condition and without any sign of use;

- You must return the article together with its original packaging, in the same conditions in which the product was received;

- Together with the returned item, you must enclose the invoice for that same item.

- If an article was offered to you, it will only be accepted for exchange upon presentation of the respective gift receipt.

In case of violation of any of these points, we will not be able to accept the return (and consequent refund) or the exchange.

For hygiene reasons, Love by K reserves the right not to accept returns of underwear, bikinis, bathing suits, earrings and personal protection masks. We also do not exchange items that have been personalised or modified at the client's request.

Shipping Costs

In these cases of free contract resolution, the return postage of the item is the responsibility of the consumer, as stipulated in paragraph 2 of Article 13 of Decree-Law No. 24/2014 of 14 February, except when there is any error on the part of Love by K.

Returned items travel at the buyer's risk. Therefore, you must always send them by registered mail.

If the customer wishes for a different method of collection than that defined by Love by K, the customer will be responsible for paying the additional costs of postage relating to the return of the product to the shop, whether for the purposes of return or exchange.

Wrong or defective products

If exceptionally you receive a wrong or defective item, please contact us via email: info@lovebyk.com (preferably with pictures of the defect) and we will tell you what to do. We remind you that you should never send the article to our shop without prior contact.

The amounts paid for products returned due to any damage or defect will be refunded in full, including delivery costs incurred in sending the item and the costs you have to return it. Instead of the cancellation of the contract (and consequent return of the goods and refund), you can opt for the replacement of the product or the appropriate reduction of the price. The refund will be made within a maximum of 14 days and by means of payment to be agreed upon.