Exchanges and Returns Policy

As provided by law, ColchãoNet allows the exchange or return of products when the sale is made remotely, through online purchases or telephone orders, provided that certain conditions are met.

How to Request an Exchange or Return

Requests for exchanges, returns or cancellations must be made through the "Exchanges and Returns" option available in the footer of the online store.

By selecting this option, you will be redirected to your customer account, where you can access your orders and manage your request quickly and independently.

• If the order has already been processed or delivered, click the "Return/Exchange" button and follow the instructions provided.

You may also access your customer account directly through this link.

Exchanges and Returns

The request must be submitted within a maximum period of 14 days after receiving the order at the address indicated by the customer.

Exchanges will only be accepted for items of equal or greater value than the item being exchanged. Any shipping costs associated with the exchange process are entirely the responsibility of the customer.

Conditions

Any exchange or return is subject to confirmation by ColchãoNet following an assessment of the condition of the product(s). After the item(s) have been collected or received at our facilities, a careful inspection will be carried out and the return will only be accepted if the following requirements are met:

a) The product(s) show no signs of use or handling beyond the mere opening of the original packaging;

b) The product(s) are returned with all instruction manuals, documentation and packaging materials.

Any exchange or return request must include the order number and, where applicable, evidence of the defect. In the event of a return due to a defect or any other non-conformity with the ordered products, ColchãoNet will be responsible for collecting the item from the address indicated by the customer, as well as covering the shipping costs originally paid.

Refunds

The amount corresponding to the return will be refunded using a method agreed upon with the customer within a maximum period of 30 days. The customer must clearly and unequivocally provide ColchãoNet with the bank details required to process the refund.

For health protection and hygiene reasons, returns of products such as mattresses or pillows will only be accepted if the original packaging remains sealed (Article 17(1)(e) of Decree-Law No. 24/2014 of 14 February), except in cases of non-conformity.

Returns of products manufactured according to the customer's specifications or clearly personalised products are not accepted, including mattresses and other products with non-standard dimensions (Article 17(1)(c) of Decree-Law No. 24/2014 of 14 February).