Refund policy

Last updated: 19 June 2026

Right of withdrawal

Under Decree-Law 24/2014 of 14 February, the customer has the right to withdraw from the distance sales contract, without needing to give any reason, within 14 days of receiving the items.

Ninho do Tejo voluntarily extends this period to 30 days, as an expression of the confidence we place in the quality of the pieces we select.

Time limits

The 30-day period is counted from the date of delivery of the order, as recorded by the courier.

To exercise the right of return, the customer must contact our customer support within this period.

After notifying us of the intention to return, the customer has 14 days to send the item to the address indicated by Ninho do Tejo.

Conditions for return

For an item to be accepted for return, the following conditions must all be met: the item must not have been used or washed; the original tags must be present, attached or, if removed, returned inside the packaging; the item must be returned in its original packaging or equivalent that protects it during transport; and the return must be accompanied by proof of purchase (invoice or order number).

In the case of use beyond what is strictly necessary to check the item's characteristics, Ninho do Tejo reserves the right to apply a proportionate reduction to the refund, or to refuse the return, depending on the severity of the condition presented, under Article 14(4) of Decree-Law 24/2014.

Non-returnable items

For reasons of hygiene, and in accordance with Article 17(e) of Decree-Law 24/2014, the following items cannot be returned once the sealed packaging has been opened: underwear and swimming trunks, dummies and dummy clips, and teethers.

This restriction does not apply if the item arrives with a manufacturing defect or in a condition clearly different from that shown on the website.

Return procedure

The return process begins with a request by email to geral@ninhodotejo.pt, stating the order number, the item or items to be returned and the reason for the return.

Once we receive the request, our team confirms the return and sends detailed instructions on the shipping procedure, including the address to which the item should be sent.

The customer sends the items, suitably packed, to the address indicated. We recommend using a tracked service, as the risk of loss during the return transport is the customer's responsibility until receipt by Ninho do Tejo.

After receipt and verification of the condition of the items, Ninho do Tejo processes the refund within a maximum of 14 days, using the same payment method used for the original purchase.

Return costs

The shipping costs associated with the return are the customer's responsibility, except where the item arrives with a manufacturing defect, does not match the order, or as a result of an error by Ninho do Tejo (wrong item sent, wrong size compared with the order, among others). In these situations, Ninho do Tejo covers the return cost in full.

The original shipping cost is only refunded in the event of a full return of the order for a reason attributable to Ninho do Tejo. For partial returns or returns at the customer's discretion, the original shipping cost is not refunded.

Refunds

After receiving the return and verifying the condition of the items, we will process the refund within a maximum of 14 days, using the same payment method used for the original purchase.

The refund includes the full value of the returned items. If the return is not complete (for example, only some items of an order), the original shipping cost is not refunded.

Depending on the customer's bank, the amount may take up to 5 additional working days to appear in the account.

Exchanges

We do not carry out direct exchanges, due to stock control and to guarantee the availability of the desired item at the time of exchange. A customer who wishes to exchange an item for another size or a different item has two options.

The first option is a refund and a new order: the original item is returned under the terms described above, with a refund to the original payment method. The customer places a new order for the desired item in parallel, thereby ensuring its availability.

The second option, as an alternative and at the customer's express request when notifying the return, is the issue of a store credit for the corresponding amount, valid for 12 months, usable on any item in the shop.

This second option is optional and depends solely on the customer's preference. The customer always retains the right to a refund to the original payment method, in accordance with the legislation in force.

Faulty items

If an item has a manufacturing defect, a lack of conformity or arrives damaged, the 3-year legal guarantee applies, under Decree-Law 84/2021. Contact us immediately at geral@ninhodotejo.pt with photographs of the defect and we will begin the replacement, repair or refund procedure, as applicable.

Questions or support

For any question about returns, we are at your disposal at geral@ninhodotejo.pt or on WhatsApp at +351 911 126 813. Our team handles every return with the same care it gives to every order.