Right of withdrawal (14 days)
- The customer may exercise the right of withdrawal within 14 days of receiving the goods, without having to give any reason, under Decreto-Lei n.º 24/2014. The request is deemed timely if it is sent before the withdrawal period expires. It may be made by means of an unequivocal statement (email) or by using the model form on this page. Requests sent electronically (email or form) will receive an acknowledgement of receipt on a durable medium within 24 hours.
- Exception for health/hygiene reasons (seal)
As this is an intimate product, the packaging includes a tamper-evident hygiene seal. If the seal is opened after delivery, the legal exception applies: the right of withdrawal cannot be exercised. As long as the seal remains intact, withdrawal is possible.
- Conditions and options when withdrawal is possible:
With the outer hygiene seal intact, the customer may choose between:
・A refund of the price paid; or
・An exchange for another available size/variant of equivalent value (any price differences are settled before the item is sent out again).
In both cases, the accessories and packaging must be returned in suitable condition so that the integrity of the seal can be checked and the item can be transported.
- Return costs are, as a rule, borne by the Customer, except in the case of a shipping error or a defective product. The refund is made using the same means of payment after receipt and inspection; Turtle Petals, LDA may withhold the refund until it has received the goods or proof of dispatch.
- Double packs (single seal)
Opening the seal of the pack results in the loss of the right of withdrawal for the entire pack.
How to submit a request:
Send an email to giocup@giocup.pt stating the order number, date of receipt, product/size and the option you wish to choose (refund/exchange); or complete and submit the model withdrawal form below.
Fill in the withdrawal form
