Lauthy's Return and Exchange Policy

Customer satisfaction is our priority. That's why we've developed a clear and transparent returns and exchanges policy, aiming to provide the best possible experience.

  1. Deadlines

Customers may request an exchange or return within 14 calendar days of receiving the product, as stipulated by Decree-Law No. 24/2014, of February 14.

In the case of defective products, the deadline for requesting an exchange is up to 2 years, according to the Portuguese Civil Code.

Products exchanged due to buyer's remorse or dissatisfaction must be in perfect condition, showing no signs of use. Examples of products that cannot be exchanged include intimate items, perishable goods, personalized items, and products that, for hygiene reasons, cannot be returned after the packaging has been opened.

  1. Conditions for Exchange/Return
  • The product must be intact, with its original label and packaging.
  • The purchase invoice must be displayed to validate the request.
  • Customized or made-to-measure products are not eligible for exchange or return, except in the case of defects.

It is important for the customer to ensure that the returned product is well packaged to avoid damage during shipping.

  1. Procedure

To request an exchange or return, the customer must contact us via email at suporte@lauthy.br , providing the order number, the reason for the request, and, if necessary, attaching photos of the product.

After analysis, our team will send you detailed instructions for shipping the product. Shipping must be done via the carrier indicated by Porlis, unless otherwise instructed.

The customer will receive a tracking number and will be notified of each step of the return process.

  1. Refunds

Refunds will be processed using the same payment method used for the purchase. The processing time for refunds is up to 10 business days after we receive and analyze the returned product.

For purchases made with a credit card, if the card is canceled at the time of the refund, the customer must provide an alternative bank account for the return. The refund may appear on the subsequent statement, according to the card issuer's policy.

If the refund is not processed within the established timeframe, the customer can contact our support team to check the situation.

  1. Return Costs
  • Returns due to default or shipping errors will be completely free of charge.
  • For returns due to buyer's remorse, the customer will be responsible for the shipping costs.

The shipping cost will be informed in advance, and the customer can choose the carrier indicated by Porlis or opt for another shipping service of their preference.

  1. Damaged or Defective Products

If the product received is damaged or defective, the customer must report the problem within 30 days of receipt. After analysis, Porlis will proceed with a replacement or refund.

We recommend that the customer keep the original packaging and take photos upon receipt, in case they notice any signs of damage.

  1. Exceptions

Products for intimate use, food, and perishable goods cannot be returned, except in cases of defects.

Items purchased on sale may have specific return policies, which will be provided at the time of purchase.

  1. Complaints and Dispute Resolution

Should any dispute arise, the customer may resort to the Consumer Conflict Arbitration Center in their area of ​​residence or use the online dispute resolution platform provided by the European Union. Lauthy is committed to resolving any dispute in a transparent and fair manner, ensuring the satisfaction of our customers.

Our mission is to ensure a smooth and satisfying shopping experience, and we are always available to resolve any situation in the best way possible.