Return and Exchange Policy
Can I return or exchange a product?
Yes! You can return any product within 14 days of receiving the order, except under the following conditions:
• If you have removed a label, opened a sealed package, or damaged the item;
• For health protection or hygiene reasons, if you use it.
• If the goods purchased have been made according to consumer specifications, as special measures;
If you have any questions, contact our customer support team via email firstname.lastname@example.org.
How can I return a product?
If you want to return the product, get in touch with our support team and we will be happy to help.
To return products from mainland Portugal, just follow a few steps:
- Pack the products you want to return in the properly closed packaging and stick the label on the box. (If you no longer have the box where you received the order, you can use another one for the return as long as it is possible to paste the return label visibly and do not damage the product during transport.)
- Before returning, you should send an email to email@example.com with the subject “Order return” and mention the name of the product you want to return and the reason for the return. (You must provide as detailed information as possible so that Colmol can manage your return more effectively.)
- For large returns (mattress, sommier or headboard): You can request collection or go to a Logistics Pickup point in Sacavém or Oliveira de Azeméis. For small returns (pillows and bedding): You should send by CTT with the direction of the factory or go to a Pickup Logistics point in Sacavém or Oliveira de Azeméis.
- Indicate your NIB if necessary. (If the order is paid with Multibanco, MBWay or Credit Card reference, you must indicate the NIB of the account you wish to be refunded to. Once the return process is confirmed, we will refund your money as soon as possible.)
- Awaits Colmol's communication. If you scheduled a pick-up for an address, you will receive an email notification with the details of the address. We will also contact you if: - return is accepted, indicating that it will be refunded; -return is not accepted, indicating the options.
If you have any questions, contact our customer support team at firstname.lastname@example.org.
How can I exchange a product?
If you want to exchange the product, get in touch with our support team and we will be happy to help.
What to keep in mind: in the exchange process, you can choose any other catalog product. If the new product has a higher price, you only pay the difference. If the new product is cheaper or is in the campaign, the difference amount is granted via voucher to make other purchases in our online store. Voucher validity: 6 months.
Can I speak directly with customer support?
Of course yes.
To guarantee you an integrated shopping experience, we offer you a customer service that will help resolve all your questions!
In that sense, in case you have a question that you would like to see resolved, you can always contact our support team on weekdays between 8:30 am and 6:00 pm to our email email@example.com.
How long does it take to answer?
The Colmol Team will do its best to respond to your message as soon as possible. At a time of greater number of contacts, it may take up to 5 working days, but don't worry! Our Team always answers and will resolve any question that may arise. :)
Can the products be returned because of problems with transportation and assembly?
Of course yes.
The customer has the right to return the purchased products whenever there is an anomaly on arrival caused by transportation or assembly (if included and made by Colmol or subcontractor). Except if the assembly is at the customer's expense, in this case we will not be able to assume this return.
It is very important to inspect your new product upon arrival.
If the delivered item has anomalies caused by transport, when you receive it, you must write down the complaint on the carrier's delivery note or refuse to receive it. If possible, take a photo and contact our customer support team firstname.lastname@example.org.
How can I evaluate a product, delivery or shopping experience?
After ensuring 100% successful delivery of your order, we send an email where you can evaluate. It is something that helps us to improve our service and make your experience even better :)
Additionally, you can send comments to email@example.com - we want to know everything you have to say!