Refund Policy

Last updated: 22 October 2026

This Returns & Refunds Policy applies to consumer purchases made on viadellerose.eu, operated by Luteks Têxtil, LDA, trading as VIADELLEROSE. It does not replace any mandatory consumer rights.

1. Our 30-day return period

You may request a return within 30 days after receiving your order. Notify us at [email protected] and send the items back within 14 days after your notification. Keep your proof of posting.

The additional commercial return period is separate from your statutory rights. Where a statutory right gives you greater protection, that protection takes priority.

2. Statutory right of withdrawal

For online purchases covered by EU consumer law, you may withdraw without giving a reason within 14 days after the day you, or someone you nominate other than the carrier, receives the goods. Where goods in one order are delivered separately, the statutory period generally starts after receipt of the last item.

Where UK consumer cancellation rules apply, the statutory cancellation period is also normally 14 days after receipt, followed by a further 14 days to send the goods back. Other mandatory local rights remain unaffected.

Tell us of your decision before the applicable deadline by email or another clear statement sent to the contact details below. You may use the model form at the end of this policy, but it is optional. You do not need our approval, a return authorisation number or a reason to exercise a valid statutory right. Our response time does not extend or shorten your legal deadline.

3. How to return an item

Include your order number, name and the items you wish to return so that we can identify the purchase. For a faulty or incorrect item, a description and photographs can help us arrange the appropriate solution; photographs are not a condition that overrides your legal rights.

Please contact us for packing and customs instructions, particularly for returns from outside the EU. Unless we provide different instructions for your particular return, send the items to:

Luteks Têxtil, LDA - VIADELLEROSE Returns
Rua direita de Pereiró, número 1946
Ramalde, 4100-214 Porto
Portugal

Pack items securely and include information identifying the order. We recommend a tracked service. If you have already made a valid statutory withdrawal, do not miss the dispatch deadline while waiting for a reply from us.

4. Condition of returned items

During the statutory withdrawal period, you may inspect and try on an item as you reasonably would in a shop to establish its nature, characteristics and functioning. You may be responsible for a reduction in value caused by handling beyond what is necessary for that inspection, where the law permits. Missing packaging or tags does not automatically remove a statutory right to withdraw.

For returns requested only under our additional commercial period, items must be unworn apart from careful fitting, unwashed, unaltered, clean and free from stains, odours or damage, with original tags attached and accompanying packaging and accessories returned. These commercial conditions do not apply to a claim about faulty or non-conforming goods.

5. Return shipping costs

For a change-of-mind return, you pay the direct cost of sending the items back, provided you were informed of this before purchase and unless we expressly offered free returns.

If an item is faulty, damaged in transit, incorrectly supplied or otherwise does not conform to the contract, we will arrange or reimburse the necessary return costs as required by law. Please contact us before buying a return label so that we can offer an appropriate method. An island or remote delivery address does not remove your statutory right to a remedy without charge.

6. Sale items and exceptions

Discounted and promotional items are eligible for return under the same time limits and conditions as other items. A discount or a “final sale” label does not remove a statutory right.

A legal exception may apply, for example, to goods made to your specifications or clearly personalised, or to sealed goods that are genuinely unsuitable for return for health protection or hygiene reasons after the seal is broken. Any applicable exception will be explained before purchase. Ordinary clothing is not excluded simply because it has been tried on. Rights relating to faulty or non-conforming goods continue to apply.

If gift cards are offered, their cancellation and redemption conditions must be explained with that product and remain subject to applicable law. A purchase paid for with a gift card is not, for that reason alone, excluded from returns.

7. Refunds and original delivery charges

For a statutory withdrawal governed by EU rules, we refund the payments due without undue delay and no later than 14 days after we are informed of your withdrawal. Unless we have offered to collect the goods, we may withhold the refund until we receive the goods back or you provide evidence that you sent them back, whichever occurs first. Other mandatory refund deadlines continue to apply.

On withdrawal from the whole order, this includes the cost of the least expensive standard delivery option we offered for that order. If you chose a more expensive service, we do not have to refund the extra amount above that standard delivery cost. For a partial return, delivery charges are refunded to the extent required by law; a charge that would have been the same for the items you keep is not normally refunded.

For a return accepted only under the additional commercial period, we refund the returned items within 14 days after receiving them. Original delivery charges are not refunded under that additional offer unless required by law or expressly agreed.

Refunds use the original payment method unless you expressly agree to another method that does not cost you a fee. We will confirm the refund and explain any lawful deduction for diminished value. Bank or payment provider posting times may vary.

8. International returns, including the UK and Switzerland

Returns from outside the EU may require export and import documents. Follow our instructions and the carrier's requirements, identify the shipment accurately as returned merchandise, and include the original order details where requested. Do not declare a false value or describe a commercial return as a gift.

For a change-of-mind return, you pay the direct return transport cost and any lawful return-related clearance charge allocated to you and disclosed before purchase. We will explain any charge to be arranged through us before you agree to it. We do not apply an automatic customs penalty or retain the whole order value.

Import VAT, duties or handling fees that you paid directly to a customs authority or carrier are not amounts received by us. Any repayment must be requested from the authority or carrier under its procedures and eligibility rules. We can provide the order and return documents we hold. Taxes collected by us are refunded where applicable law requires.

Please also read our Shipping & Customs Policy. Nothing in that policy removes your rights concerning defective goods, non-delivery or a valid statutory withdrawal.

9. Faulty, damaged, incorrect or missing items

Contact us as soon as you identify a problem. The 30-day commercial return limit does not limit the legal guarantee or other statutory remedies. Depending on the applicable law and circumstances, you may be entitled to repair, replacement, a price reduction or termination and a refund.

Where Portuguese law applies, new movable goods generally benefit from a three-year legal guarantee from delivery. Other mandatory national protections remain applicable. We will handle a qualifying remedy without the costs that the law requires us to bear being charged to you.

10. Exchanges

Contact us to discuss an exchange. Availability depends on stock. If a direct exchange cannot be arranged, you may return the item under this policy and place a new order. This does not affect your right to a replacement or another remedy for non-conforming goods.

11. Refused or uncollected parcels

Contact us if you want to cancel rather than simply refusing or leaving a parcel uncollected. If a parcel is returned, we will assess your cancellation rights and any refund due. We will explain any direct return cost we propose to deduct; a deduction is made only where it is lawful and was properly disclosed. There is no automatic forfeiture of the purchase price. We do not charge you for a delivery failure for which we or our appointed carrier are responsible.

12. Optional model withdrawal form

Complete and send this form only if you wish to withdraw. Emailing a clear statement of your decision is also sufficient.

To: Luteks Têxtil, LDA, Rua direita de Pereiró, número 1946, Ramalde, 4100-214 Porto, Portugal; [email protected]

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Goods:
Order number (if available):
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Date:
Signature of consumer(s) (only if sent on paper):

13. Contact and policy updates

Email: [email protected]
Telephone: +351 926 429 571
Operator: Luteks Têxtil, LDA; Portuguese tax identification number (NIF): 517511045.

Changes to this policy apply prospectively. The terms applicable when you ordered and your mandatory rights remain protected.