Refund policy

Inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive an incorrect item, so that we can assess the problem and correct it.

For both exchanges and returns, in accordance with Decree-Law no. 24/2014, of 14 February, article 13, shipping and related costs must be borne by the customer.

Right of Free Cancellation

In accordance with article 17 of Decree-Law no. 24/2014, you have the right to cancel or return the order within 14 days for any reason and without the need for justification. The item must be in the same condition as it was received, without use or wear, with labels and original packaging. You must also present the receipt or proof of purchase. Shipping costs will be borne by the customer.

The right of withdrawal does not apply to personalised products, except in the event of a defect or non-conformity.

If the product is defective due to personalisation or does not conform to the order placed, the customer is entitled to a replacement or a full refund, under the terms of Decree-Law 67/2003. For complaints, the customer must contact us by e-mail within the legal deadline, attaching photographic evidence of the problem.

To be eligible for return, the item must be in the same condition as it was received, without wear or tear, with labels and original packaging. You will also need to provide your receipt or proof of purchase.’

Returns and refunds

As the company does not manufacture the raw materials used, it is not responsible for defects inherent in the supports (t-shirts, mugs, bottles, etc.), only for the quality of the personalisation carried out.

Customers can submit complaints by emailing geral@newstarz.pt, which will be analysed within 7 working days. In the event of a return due to a personalisation defect, the shipping costs will be borne by our company.

Inspect the parcel when you receive it and contact us immediately if the item is faulty, damaged or incorrect, so that we can assess and correct the situation.

To initiate a return, please contact us at: geral@newstarz.pt

If the return is accepted, we will send you a shipping label as well as shipping information. Items returned without prior request will not be accepted.

To be eligible for return, the item must be in the same condition as it was received, without wear or tear, with labels and original packaging. You will also need to present your receipt or proof of purchase.

Exceptions/Items That Cannot Be Returned : Personalised products (e.g. special orders or items with an exclusive design).

Exchanges

Exchanges are only allowed for products from the online shop, in the event of an error in the size and/or colour of the support, but do not apply to personalised products (e.g. special orders or items with an exclusive design).

The customer can submit the exchange request via e-mail to geral@newstarz.pt, and it will be analysed within 48 hours.

The quickest way to ensure you receive the item you want is to return the original product and, once the return has been accepted, make a new purchase. Shipping costs will be borne by the customer.

To be eligible for an exchange, the item must be in the same condition as it was received, without wear or tear, with labels and original packaging. The receipt or proof of purchase must also be presented.

Refunds

After receiving and inspecting the return, we will notify the customer whether the refund has been approved or rejected. If approved, the refund will be made automatically by the same original payment method within 10 working days. The processing time may vary depending on the banking institution.

If you have not received your refund after 15 working days, please contact us at geral@newstarz.pt.

Items returned to us without a prior return request will not be accepted.

You can always contact us to answer any questions at geral@newstarz.pt.

Unfortunately, we cannot accept returns on sale items or gift cards.