Refund policy
Last updated: 12 May 2026
This policy applies to purchases made in the Senhor Peúgas online store and aims to ensure transparency in the handling of returns, exchanges, refunds and the legal guarantee of conformity.
1. Right of Withdrawal
Under the legislation applicable to distance contracts, the consumer has a period of 14 days to withdraw from the contract, without the need to state any reason.
The 14-day period runs from the day on which the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the goods.
To exercise the right of withdrawal, the consumer must communicate their decision to us by means of an unequivocal statement, for example by email, to: info@senhorpeugas.com
To meet the withdrawal deadline, it is sufficient for the communication to be sent before the 14-day period expires.
2. How to make a return
To make a return, the consumer must:
- Send an email to info@senhorpeugas.com, stating the order number and the products they wish to return;
- Await the return instructions;
- Return the products within 14 days of communicating the decision to return.
3. Condition of returned products
The consumer may inspect the products with due care, in a manner similar to what would be permitted in a physical store.
Returned products must be in good condition, with no signs of improper use, washing, damage or alteration.
Where possible, products should be returned with their original labels, packaging and accessories.
The consumer may be held liable for any depreciation in the value of the products if the handling carried out exceeds what is necessary to establish the nature, characteristics and functioning of the goods.
For reasons of health protection and hygiene, returns of socks or similar items are not accepted when supplied in sealed packaging and that packaging has been opened after delivery. Items showing signs of use, washing, odours, stains, damage or alteration are also not accepted, except in cases of defect or lack of conformity.
4. Personalised products
Unless otherwise agreed, the right of withdrawal cannot be exercised in respect of products made to the consumer's specifications or clearly personalised.
5. Return shipping costs
The cost of return shipping is borne by the consumer, except in cases where the product is defective, lacks conformity or an error was made in the shipment by Senhor Peúgas.
We recommend that the consumer use a shipping method with proof of dispatch.
6. Refund
In the event of withdrawal, we will reimburse all payments received from the consumer, including the initial delivery costs, except for any additional costs resulting from the consumer's choice of a delivery method other than the least expensive standard delivery method offered by us.
The refund will be made within a maximum of 14 days from the date on which we are informed of the decision to withdraw.
We may withhold the refund until we have received the returned products or until the consumer provides proof of having sent them, whichever occurs first.
The refund will be made using the same means of payment used for the original purchase, unless expressly agreed otherwise and provided the consumer does not incur any costs as a result of the refund.
7. Exchanges
Exchanges are subject to stock availability.
If the value of the products resulting from the exchange is lower or higher than the original order value, the adjustment conditions will be communicated to the consumer before the exchange is completed.
The shipping costs associated with the exchange will be communicated to the consumer in advance, except where the exchange results from a defect, lack of conformity or an error in the shipment by Senhor Peúgas.
8. Legal Guarantee of Conformity
Under applicable European legislation, products sold to consumers benefit from a legal guarantee of conformity of 3 years from the date of delivery.
During this period, if the product presents a lack of conformity, the consumer is entitled to: Restoration of conformity, through repair or replacement of the product; A proportional reduction in price; Termination of the contract.
In cases where the lack of conformity becomes apparent within 30 days of delivery, the consumer may request the immediate replacement of the goods or termination of the contract.
Repair or replacement of the goods will be carried out free of charge, within a reasonable period of time and without significant inconvenience to the consumer.
The legal guarantee does not cover normal wear and tear resulting from use, damage caused by improper use, incorrect washing, lack of care, accidents or alterations made to the product by the consumer.
To exercise this right, the consumer should contact us at: info@senhorpeugas.com
9. Withdrawal Form
Use of this form is not mandatory. The consumer may exercise the right of withdrawal by means of any unequivocal statement.
MODEL WITHDRAWAL FORM Complete and return this form only if you wish to withdraw from the contract.
To the attention of: Peúgas Maria Elisa - Unipessoal, Lda. Rua da Pedreira 356, 4750-625 Barcelos, Portugal. Email: info@senhorpeugas.com
I/We () hereby give notice that I/we () withdraw from my/our () contract of sale of the following goods ():
Product(s): Order number: Ordered on () / received on (): Name of consumer(s): Address of consumer(s): Email of consumer(s): Signature of consumer(s) — only if this form is submitted on paper: Date:
(*) Delete as appropriate.
This form may be sent by email to info@senhorpeugas.com or by post to the address above.
10. Alternative Dispute Resolution
In the event of a consumer dispute, the consumer may refer the matter to an Alternative Dispute Resolution entity. For cross-border disputes, the European Online Dispute Resolution Platform is available at: https://ec.europa.eu/consumers/odr
11. Contact
For questions relating to returns, refunds, exchanges or the legal guarantee of conformity, please contact us at: info@senhorpeugas.com