Exchanges
The User / Consumer has 14 days after receiving the item to request an exchange, according to the commercial establishment's rules.
⚠️ Exchanges are not accepted for items that have been altered, washed, used, have odors, are damaged due to misuse, or are without their original packaging.
Lusitanna.com is not responsible for the incorrect or improper use of its items.
How to request an exchange
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It is essential to contact us beforehand via email info@lusitanna.com, stating:
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Order number
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Reason for exchange
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Our team will respond within 24 business hours with instructions.
Shipping costs and conditions
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Mainland Portugal:
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The first exchange per purchase is free.
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The product will be collected directly by the carrier sent by us or can be dropped off at a CTT post office.
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After the first free exchange, shipping costs are the responsibility of the customer.
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Islands (Azores and Madeira) and outside Portugal:
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The customer must send the item to our address:
RUA CORONEL CANDIDO TELES 11 - 1DT, PORTUGAL -
In these cases, shipping costs are always the responsibility of the customer.
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Exchange methods
The customer can choose to:
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Exchange for another item, or
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Receive a voucher for the purchase value for later use.