Returns and Refunds
Updated on 17 October 2026.
1. Scope
This policy applies to distance purchases from Home Made Nest and distinguishes non-personalized physical goods, goods made to the consumer’s specifications or clearly personalized, digital content and cases of lack of conformity. This policy does not limit the consumer’s statutory rights.
2. Right of withdrawal — non-personalized physical goods
For physical goods covered by the right of withdrawal, consumers generally have 14 days to withdraw from the contract without giving a reason. For sales contracts, the period generally runs from the day on which the consumer, or a third party indicated by the consumer other than the carrier, takes physical possession of the goods, without prejudice to statutory rules on separate deliveries, lots or regular deliveries.
3. How to exercise the right of withdrawal
The consumer may communicate their decision using the form below or by any other unequivocal statement sent before the end of the period to homemadenest.craft@gmail.com or to Home Made Nest, Praceta Dr. Vieira de Araújo, no. 2, Centro Comercial Rio Lima, Shop 29, 4990-112 Ponte de Lima, Portugal. You may contact us to coordinate the return; this is not a requirement to obtain prior authorization to exercise the right.
4. Returning the goods
Where Home Made Nest has not offered to collect the goods, the consumer must send them back or hand them over within 14 days from the date on which they communicated the decision to withdraw. The consumer must keep the goods in a condition that allows them to be returned, without prejudice to the right to handle them as necessary to establish their nature, characteristics and functioning.
5. Return costs
Direct return costs are borne by the consumer if the consumer was informed of this obligation beforehand, unless Home Made Nest agrees to bear them or the law provides otherwise. In cases of lack of conformity, statutory rules on returns at no cost apply.
6. Refund
Where the right of withdrawal is validly exercised, Home Made Nest will refund the amounts legally refundable within 14 days from the date on which it is informed of the decision. The refund will be made using the same payment method used for the initial transaction, unless expressly agreed otherwise and provided this does not result in costs for the consumer. In cases provided for by law, the refund may be withheld until the goods are received or the consumer provides proof of their return.
7. Delivery costs refunded
When the right of withdrawal is validly exercised, delivery costs are refunded as provided by law. If the consumer expressly chose a delivery method more expensive than the standard, least expensive method offered by the store, Home Made Nest is not required to refund the additional cost of that option.
8. Liability for diminished value
The consumer may be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning, as provided by law. A sale or discount does not, by itself, remove the consumer’s statutory rights.
9. Personalized products
Unless otherwise agreed, the right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized. This exception will only be applied when the product actually meets the relevant legal definition.
10. Personalized goods with defects or errors attributable to the store
Excluding the right of withdrawal for personalized goods does not remove statutory rights relating to lack of conformity. If a personalized item is defective, damaged due to an act attributable to the seller, contains a personalization error attributable to Home Made Nest, or does not match the contract, the consumer retains the rights provided by applicable law.
11. Digital content — right of withdrawal
For digital content not supplied on a tangible medium, consumers generally have a right of withdrawal as provided by law. Where paid digital content is supplied during this period, the right is lost only when the legal requirements are met, including prior express consent to begin supply, acknowledgement of the loss of the right when performance begins, and the contractual confirmation required by law.
12. Problems with digital files
If digital content is corrupted, incomplete or does not match the contract, loss of the right of withdrawal does not remove consumer rights for lack of conformity. Home Made Nest will seek to bring the content into conformity as required by law and, where the relevant conditions are met, other statutory remedies will apply, including a proportionate price reduction or termination of the contract.
13. Lack of conformity — goods
Where goods do not conform to the contract, consumers have the rights provided by law to bring them into conformity by repair or replacement, to receive a proportionate price reduction, or to terminate the contract. The choice and order of these remedies are subject to the applicable statutory conditions.
14. Lack of conformity within the first 30 days
Where a lack of conformity becomes apparent within 30 days after delivery, the consumer may, as provided by law, request immediate replacement of the goods or terminate the contract.
15. Costs of bringing goods into conformity
Repair or replacement of non-conforming goods is carried out free of charge; for this purpose, the consumer makes the goods available at the seller’s expense. Bringing the goods into conformity must take place within a reasonable time and without significant inconvenience to the consumer, in accordance with applicable law.
16. Damage in transit and on receipt
If an order arrives damaged or there appears to be a lack of conformity, the customer should contact Home Made Nest as soon as possible and provide the information needed to review the case. This recommendation is intended to help resolve the issue and does not reduce statutory time limits or mandatory consumer rights.
17. Handmade products
Small differences resulting from handcrafting, natural materials or colour representation may occur where they are consistent with the description and what the consumer may reasonably expect. This does not permit the supply of a product that fails to match the agreed characteristics, model, personalization or quality.
18. Contact
For returns, withdrawal and complaints: homemadenest.craft@gmail.com. Telephone: 963 636 363 (call to a Portuguese mobile network). Where possible, include your order number and a description of the issue.
19. Model withdrawal form
Complete and send this form only if you wish to withdraw from the contract. Its use is optional.
To: Home Made Nest — Anabela da Silva Fernandes, Praceta Dr. Vieira de Araújo, no. 2, Centro Comercial Rio Lima, Shop 29, 4990-112 Ponte de Lima, Portugal; homemadenest.craft@gmail.com.
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods/for the provision of the following service: ____________________.
Ordered on/received on: ____________________.
Name of consumer(s): ____________________.
Address of consumer(s): ____________________.
Signature of consumer(s) (only if this form is notified on paper): ____________________.
Date: ____________________.
Delete as appropriate.