Warranty

Pieces are guaranteed, even when handmade.

Being artisanal takes nothing away from your rights. Portuguese law (Decree-Law 84/2021) gives you a legal guarantee of conformity on purchases from professionals. At Lavora we apply this protection to every purchase, uniformly, whatever the maker's status.

Who stands behind the warranty

Every purchase is a direct contract between you and the maker who produced the piece, and they stand behind the warranty. To leave no doubt, Lavora adopts a uniform policy: every maker honours the legal guarantee, regardless of their tax status. Our role is to mediate and make sure the remedy happens.

What the legal guarantee of conformity is

It's the protection the law gives you when a product isn't as advertised, or develops a fault that was already there to begin with. It covers manufacturing and conformity defects that show up over time, not only the ones you notice when you open the parcel.

How long it lasts

For movable goods, the legal guarantee runs up to 3 years from delivery (for second-hand pieces it may be shorter, noted on the product). For much of that period the defect is presumed to have existed at delivery, so you don't have to prove it. The old duty to report a defect within a couple of months no longer applies: just let us know when you spot it.

Artisanal variation is not a defect

A handmade piece isn't identical to a factory one, and that's its value. Small differences in tone, shape, texture, wood knots, wheel marks or glaze variation are part of the product and are not defects when they're described.

A defect is something else: a piece that breaks on its own in normal use, a handle that comes loose, glaze that cracks, a seam that opens, a product different from what was advertised. That is covered.

What you can ask for

In this order: first bringing the piece into conformity, that is, repair or replacement. If that isn't possible or doesn't solve it, you can ask for a price reduction or to cancel the contract with a refund. The choice follows what's reasonable for the type of piece.

The costs are ours, not yours

For a legitimate warranty claim, repair or replacement is free for you, including shipping both ways. The maker bears it. This is different from returning because you changed your mind, where the rules on the Returns page apply.

What isn't covered

Normal wear from use over time.
Damage from misuse, accident or wrong care (improper washing, heat exposure, etc.).
Natural variation of the artisanal piece that was described.
Perishable goods past their use-by date or poorly kept after delivery.

How to make a claim

Via your account dashboard (order → \"Report a problem\") or email ola@lavora.pt with the order number.
Describe the defect and attach photographs. It helps resolve it faster.
We mediate the repair, replacement or refund with the maker, with no shipping cost to you.
If mediation can't reach agreement within 30 days, you can use the dispute-resolution channels at the bottom of this page.

This page is informational and does not replace applicable law. In case of dispute, you may use the Portuguese consumer arbitration body or the EU Online Dispute Resolution platform. See also Returns. Contact.

Who stands behind the warranty

How long it lasts

Artisanal variation is not a defect

How to make a claim

Via your account dashboard (order → \"Report a problem\") or email ola@lavora.pt with the order number.
Describe the defect and attach photographs. It helps resolve it faster.
We mediate the repair, replacement or refund with the maker, with no shipping cost to you.
If mediation can't reach agreement within 30 days, you can use the dispute-resolution channels at the bottom of this page.