Refund policy

Last updated: 23 April 2026

Right of withdrawal

Under Portuguese Decree-Law 24/2014, of 14 February, the customer has the right to withdraw from the distance sale contract, without needing to give any reason, within 14 days from receipt of 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 CTT Expresso.

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

After notifying us of your intention to return, you have 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 packaging that protects it during transport; and the return must be accompanied by proof of purchase (invoice or order number).

In the case of use greater than strictly necessary to verify the characteristics of the item, Ninho do Tejo reserves the right to apply a depreciation proportional 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 swimwear, 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 the one shown on the site.

Return procedure

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

After receiving 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, properly packed, to the address provided. We recommend using a tracked service, as the risk of loss during the return shipment is the customer's responsibility until receipt by Ninho do Tejo.

After receipt and inspection of the items, Ninho do Tejo processes the refund within 14 days at the latest, using the same payment method as the original purchase.

Return costs

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

The original shipping amount is only refunded in the case 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 14 days at the latest, using the same payment method as the original purchase.

The refund covers the full amount of the returned items. If the return is not full (for example, only some items from an order), the original shipping amount is not refunded.

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

Exchanges

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

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

The second option, alternative and only on the customer's express request at the moment of notifying the return, is the issuance 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, under the terms of applicable law.

Defective items

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

Questions or assistance

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 we give to every order.