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Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@thelabporto.com. Please note that returns will need to be sent to the following address: Catavino Tours, R. do Bonjardim 1206, 4000-294, Porto

If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.

You can always contact us for any return questions at contact@thelabporto.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain items cannot be returned, such as perishable goods or custom products (special orders or personalized items. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your item.

Unfortunately, we cannot accept returns on sale items, gifts, or gift cards. At the moment, we cannot offer a product return to the person who received it as a gift. In order to return the product, please contact the person who purchased it for you and ask them to follow the procedure for returning orders.

Cancellations
We reserve the right to refuse any order for whatever reason. We also reserve the right to cancel any purchase (an order already accepted by us) in (amongst others) the following situations without being liable for any damage or costs:

  • the product is not available / in stock (any payments will be refunded);

  • your billing information is not correct or not verifiable;

  • our security systems flag up your order as an unusual order or an order susceptible to fraud;

  • we have reason to believe you are under 16;

  • we have reason to believe that you are a reseller;

  • there was an error in the price quote;

  • we could not deliver to the address you provided.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Security
TheLAB https://thelabporto.com/ uses secure technology, one of the most robust encryption platforms. Your payment information will be encrypted from the moment you enter it until your transaction is processed and will not be saved on a public server.

Although we use encrypted security software, the security of information and payments transmitted by the Internet or e-mail can’t be guaranteed. theLAB shall not be liable for any damages suffered as a result of the use of electronic means of communication, including – but not limited to - damages resulting from failure or delay in delivery of electronic communications, interception or manipulation of electronic communications by third parties or by computer programs used for electronic communications and transmission of viruses.
Payments can only be processed if the billing information can be verified.

Prices
The product prices displayed on the Websites include Value-Added Tax (VAT). Shipping rates are applied per order. The exact shipping rates depend on the country where your order is being delivered. For details on shipping rates per country, see the Help/FAQs section of the Website.

Please note that changing the delivery country may influence the price due to transport costs.

The total price specified on the final checkout screen includes tax and shipping costs. The prices are quoted in the order confirmation of receipt of your order, which you can print or download for future reference.

The product prices displayed on the Websites may be subject to change. We reserve the right to change prices without notice. The prices displayed at the moment of purchase are applicable to that purchase.

Please note that even though the Websites are composed with care, it is possible that the pricing information on them contains errors. We are not bound by our offer, and we reserve the right to cancel your purchase in the event of such an error.

Quality and Guarantee
theLAB does not sell second-hand products, flawed products, or products of lower quality than the corresponding market standards. Each product page on https://thelabporto.com/ shows the main characteristics of the product. Due to the Internet browser or monitor used, the images and colors of the products offered for sale on https://thelabporto.com/ may not exactly correspond to the real item. 

All products come with an identification tag. Do not remove the tag from the purchased products should you wish to return the purchased product. Should you decide to exercise your right to return purchased products, theLAB has the right not to accept returned products without the corresponding tag or that have been altered from their original status or damaged.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded using your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at contact@thelabporto.com.