Refund policy

Refund and Return Policy

Don't like it? No problem — send it back and we'll refund you completely. It's that simple.

30-Day Refund Guarantee

If you are not satisfied for any reason, you have 30 days from delivery to return the product and get a full refund. No questions asked. This guarantee is offered in addition to your statutory rights — it never replaces or limits them.

Your Legal Right of Withdrawal (UK & EU)

If you are a consumer in the United Kingdom or the European Union, you also have a statutory right to cancel your order within 14 days of receiving your item, without giving any reason. To exercise it, simply email us a clear statement that you wish to cancel — you may use the model form below, but it is not required. Our 30-day guarantee is more generous than this legal minimum, so in practice you are always covered for longer.

Model cancellation form: "To Risova (contact@risova.store): I hereby give notice that I cancel my contract of sale of the following goods: [product], ordered on [date] and received on [date]. Name / Address / Date."

How to Return

  1. Email contact@risova.store with your order number.
  2. We'll send you the return address and instructions. In many cases we will simply refund you and ask you to keep or donate the item — we'll tell you if that applies to your order.
  3. If a return is needed, send the product back within 14 days of telling us you want to return it.
  4. Receive your full refund within 1–3 business days of your return arriving — and in any case within 14 days, as required by law.

Shipping Costs on a Return

Delivery to you was free, so there is no outbound shipping charge to refund — you always get 100% of what you paid back.

Change of mind: the cost of sending the item back to us is the customer's responsibility. We tell you this before you order, as the law requires.

Damaged, faulty, incorrect, or never delivered: we cover the return cost in full, or refund you without asking for the item back. You are never out of pocket when something is wrong on our side.

Refund Method

Refunds are issued to your original payment method. We do not charge any restocking or handling fee.

Damaged or Faulty Items

If your Risova arrives damaged or develops a fault, contact us right away with a photo or short video and we'll replace it or refund you in full. Your statutory rights regarding faulty goods are unaffected by anything in this policy — including the legal guarantee of conformity (3 years for movable goods in Portugal, minimum 2 years across the EU) and your rights under the UK Consumer Rights Act 2015.

After 30 Days

Change-of-mind returns are not accepted after the 30-day window. Faulty items remain covered by your statutory rights for the full legal guarantee period.

Complaints & Dispute Resolution

If something goes wrong, email contact@risova.store first — we resolve almost everything within one business day.

If we cannot resolve it together, you may use Portugal's electronic complaints book, the Livro de Reclamações Eletrónico, at livroreclamacoes.pt. As a consumer you may also refer the dispute to an alternative dispute resolution (ADR) body — in Portugal, the Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (CNIACC), cniacc.pt. Consumers in the United Kingdom may also seek advice from Citizens Advice.

Contact

Email us at contact@risova.store — we reply within one business day.

Business Information

Trade name: Risova
Operated by: Luís Lima
Av. Dr. António José de Almeida, Viseu, Portugal
Email: contact@risova.store