Refund policy

If it's not right, we'll make it right. No friction. No small print designed to discourage you.

The short version

 
30 days to return — from the day your order arrives, no questions asked.
Free return shipping — we cover the cost of sending it back.
Free exchanges — different size or colour, we send the new one at no extra shipping cost.

1. Return Eligibility

WOON offers customers a voluntary 30-day return period from the date on which the order is received. This is our commercial policy and goes beyond what the law requires.

To be eligible for a return, items must be returned in their original condition, meaning unworn, unused, and with all original tags and packaging intact. 

Customers are entitled to inspect and try on the items; however, any handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods may result in a reduction of the refund amount or refusal of the return.

2. Return Process

To initiate a return, the customer must contact WOON via email at hello@woon.pt. Upon approval, WOON will provide a return shipping label and detailed instructions.

Returns sent without prior authorization will not be accepted. Once the returned item is received and inspected, WOON will process the refund in accordance with this policy.

WOON cover the cost of return shipping for returns approved under our commercial return policy. In cases of statutory withdrawal under EU law, the direct cost of returning the goods is borne by the customer.

3. Exchanges

Exchanges are only available for the same product, allowing the customer to request a different size or color, subject to availability. In such cases, the customer must return the original item and place a new order.

Upon approval of an exchange request, WOON will provide a free shipping code to be used on the new order for the replacement item. This way return and new shipment fee are free. 

This free exchange shipping applies once per original order.

If the requested size or color is not available, the customer may proceed with a return and place a new order for any other available product.

Items purchased on sale may not be eligible for exchange, depending on stock availability.

4. Refunds

Refunds will include the value of the returned item(s).

For full order returns (i.e. where all items from an order are returned), any standard outbound shipping fees originally paid by the customer will also be refunded, where applicable.

For partial returns (i.e. where only part of an order is returned), outbound shipping costs are non-refundable.

Refunds do not include any additional costs resulting from the selection of a premium or non-standard delivery method.

Reimbursement will be carried out using the same means of payment used for the original transaction, unless expressly agreed otherwise. In any case, you will not incur any fees as a result of such reimbursement.

Refunds are processed within 3 to 10 business days following approval. Depending on the payment provider, it may take additional time for the funds to be reflected in the customer’s account.

WOON reserves the right to withhold reimbursement until the returned goods have been received or the customer has provided sufficient proof of return, whichever occurs first.

5. Defective or Incorrect Items

Customers are advised to inspect their order upon delivery. If an item is defective, damaged during transit, or incorrect, the customer must contact WOON without undue delay at hello@woon.pt, preferably including photographic evidence.

WOON will assess the situation and, where applicable, offer a repair, replacement, or full refund. In such cases, WOON will also cover any associated return shipping costs.

6. Non-Returnable Items

The following items are not eligible for return:

  • Gift cards

  • Sale items (may not be eligible for exchange depending on stock availability)

These limitations do not affect your statutory rights.

7. Right of Withdrawal (European Union)

For customers residing within the European Union, the statutory right of withdrawal applies in accordance with applicable consumer protection laws.

Customers have the right to withdraw from the purchase within 14 days from the day on which they receive the goods, without providing any reason. To exercise this right, the customer must inform WOON of their decision by means of a clear statement sent via email to hello@woon.pt.

To meet the withdrawal deadline, it is sufficient for the customer to send their communication before the withdrawal period has expired.

Effects of Withdrawal

Upon valid withdrawal, WOON will reimburse all payments received from the customer, including the costs of standard delivery (with the exception of any supplementary costs resulting from the customer’s choice of a delivery method other than the least expensive standard delivery offered).

Reimbursement will be made without undue delay and no later than 14 days from the date on which WOON is informed of the withdrawal. Reimbursement will be carried out using the same means of payment used for the original transaction, unless expressly agreed otherwise. In any case, no fees will be incurred as a result of such reimbursement.

Return of Goods

The customer must return the goods without undue delay and in any event no later than 14 days from communicating their withdrawal. The deadline is met if the goods are sent before the 14-day period has expired.

The direct cost of returning the goods is borne by the customer.

The customer is only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

For any further information regarding returns, refunds, or exchanges, please contact hello@woon.pt.