Returns
14 days to change your mind.
Lavora is the platform, your seller is the producer, and they're the one who handles your return request. Our role is to mediate and make sure the refund happens on time. Under Portuguese law (Decree-Law 24/2014), you have 14 days to return without giving a reason.
Who the seller is
Every purchase on Lavora is a direct contract between you and the producer who produced the piece. The producer issues the invoice for the goods in their own name. You see their identification (registered name and tax ID) on the product page and order confirmation. Lavora operates the platform and mediates the process, but is not the selling party.
Right of withdrawal
You have 14 calendar days from the date you received the order to tell the producer, Lavora, or your account dashboard, that you want to return. No reason needed. From that moment, you have another 14 days to ship the product back.
How the refund works
You paid through the platform (Stripe), so the refund comes back the same way. Within the 14 days, and for orders delivered in Portugal, Lavora covers the return shipping. For orders delivered to another European Union country, return shipping is on you even within the 14 days, and we tell you so before you pay. If you return after the window, as a goodwill return outside the legal right of withdrawal, shipping is on you too. If the product arrived damaged or wasn't what was advertised, the producer always covers it, in Portugal and across the European Union. In those cases we may not ask for the piece back, when shipping costs more than the piece is worth. If that happens we tell you in writing and you keep it. Once the producer confirms they received the piece in good condition, we release the refund to your original payment method, within 14 days.
Exceptions
By law, some products are not subject to the right of withdrawal:
- Perishable goods (fresh cheese, sweets, opened honey, etc.), only returnable if they arrived spoiled.
- Personalised or made-to-order products.
- Hygiene-sealed products once opened (e.g. handmade soap).
These exceptions are noted on each product page.
If it arrived damaged or wrong
Not a regular return, it's the producer's responsibility. Photograph it, email ola@lavora.pt within 48 hours with the order number, and we mediate with the producer. Refund or replacement, your choice, at no cost to you. If mediation can't resolve the dispute within 30 days, you can use the dispute-resolution channels listed at the bottom of this page.
Defects that show up later
This is different from changing your mind. If the piece develops a fault after the 14 days, it's covered by the legal guarantee of conformity, and repair or replacement is free for you, shipping included. See the Warranty page.
How to do it
- Via your account dashboard (order → \"Return\") or email ola@lavora.pt with the order number.
- We send you the producer's return address and packing instructions.
- You ship it back via tracked post (CTT or DPD).
- Once the producer confirms it arrived in good condition, we release the refund through the platform.
In case of dispute, you may turn to a Portuguese consumer alternative dispute resolution body, such as CNIACC. The full list is available on the Portuguese Consumer Portal. Contact.