REFUND AND RETURNS POLICY

Claraval – SoundMade Ceramics

Last updated: April 2025

 

1. OUR COMMITMENT

 

At Claraval, a brand co-owned by Perpétua, Pereira & Almeida, Lda. and FormsFrom Unipessoal, Lda., every piece is handcrafted with great care. We want you to be completely satisfied with your purchase. If that is not the case, we are here to help.

 

2. RETURN PERIOD

 

You may return any product within 30 days of receiving your order, without needing to provide a reason. This period exceeds the minimum legal requirement of 14 days established by European legislation (EU Directive 2011/83/EU and Decree-Law No. 84/2021).

 

3. CONDITIONS FOR RETURNS

 

For a return to be accepted, the product must:

 

— Be in its original packaging or equally protective packaging;

— Be unused and free from damage caused by the customer;

— Be accompanied by the invoice or proof of purchase.

 

Pieces showing signs of use, damage caused by improper handling, or items that have been customised at the customer's request may not be eligible for return.

 

4. HOW TO INITIATE A RETURN

 

To return a product, please follow these steps:

 

1. Contact us through claraval.pt, providing your order number and the reason for the return.

2. Wait for our return confirmation (usually within 2 business days).

3. Pack the product securely and send it to the address we will provide.

4. Share the proof of shipment with us.

 

5. RETURN SHIPPING COSTS

 

— Returns due to change of mind: return shipping costs are the responsibility of the customer.

— Returns due to defective or non-conforming products: shipping costs are covered by Claraval.

 

6. REFUNDS

 

Once we receive and inspect the returned product, we will issue a full refund of the amount paid (excluding original shipping costs in the case of a change-of-mind return) within a maximum of 14 days, using the same payment method used for the original purchase.

 

7. DEFECTIVE PRODUCTS OR DAMAGE IN TRANSIT

 

If you receive a product with a manufacturing defect or damaged during transit, please contact us immediately (within 48 hours of receipt) through claraval.pt, including photographs documenting the issue. In these cases, Claraval will arrange a replacement or issue a full refund, including return shipping costs.

 

8. EXCHANGES

 

If you wish to exchange a product for another, we recommend returning the original item and placing a new order. This ensures the availability of your desired product.

 

9. EXCEPTIONS

 

Returns are not accepted for:

 

— Products that have been clearly personalised or manufactured specifically at the customer's request;

— Products which, by their nature, cannot be returned for hygiene or health protection reasons once opened.

 

10. APPLICABLE LEGISLATION

 

This policy has been drafted in accordance with Decree-Law No. 84/2021 and EU Directive 2011/83/EU on consumer rights. In the event of a dispute, you may use alternative dispute resolution mechanisms available in your country of residence. In Portugal, these are listed at www.consumidor.gov.pt.