RETURNS
Returns and withdrawal rights depend on the product and the legal reason for the return.
Please email support before posting anything back so we can identify the order, confirm the right address, and tell you whether the item is eligible for withdrawal or must be handled as a defect, damage, or non-conformity case.
A. Change-of-mind withdrawal
Eligible non-personalised goods have a 14-day withdrawal period.
The period normally begins on the day you, or a person you nominate other than the carrier, receives physical possession of the goods. If one order is delivered in separate shipments, the period runs from the final delivery for that order.
Eligible goods must be returned without undue delay and no later than 14 days after you communicate your withdrawal decision.
Where the law allows it and the required disclosure has been made, the direct cost of sending a change-of-mind return is normally paid by the customer.
B. Personalised products
Personalised goods are excluded where the legal exception applies.
Mission Heritage hoodies and other customised items that are made to your specifications are not normally eligible for change-of-mind withdrawal when the consumer-law exception applies.
Customer spelling, personalisation, colour choice, or size-selection mistakes are not production defects.
C. Wrong, damaged or defective goods
Wrong, damaged, defective, or non-conforming goods are always handled.
These rights are separate from change-of-mind withdrawal and must never be limited. Photographs may help us assess the issue, but legal rights do not depend solely on photographs.
D. Statutory conformity guarantee
Portuguese consumer law may provide a three-year conformity period.
Where applicable, the statutory conformity guarantee remains in force for three years from delivery. Vale does not limit those mandatory rights.
E. Return process
Email first, then follow the instructions we provide.
Write to support@shopvalecollective.com with your order number, the item you want to return, and the reason.
For eligible returns, the correct address is Vale Collective — Margarida Santarém, Travessa do Miradouro n.º 1A, 2610-114 Amadora, Portugal. This is a correspondence and returns address, not a physical retail shop.
F. Refund timing
Refunds are issued once the legal conditions are met.
For a valid withdrawal, reimbursement is made no later than 14 days after Vale is informed of your decision to withdraw.
The reimbursement includes the cost of Vale's least expensive standard delivery method.
Vale may withhold reimbursement only until the returned goods are received or until you supply evidence that the goods were sent back, whichever occurs first.
Refunds are made using the original payment method unless you expressly agree otherwise, and no refund fee is charged.
G. Model withdrawal form
Optional form, or just send an unequivocal email.
You can use the model withdrawal form below, but a clear email is also accepted when the law gives you withdrawal rights.
To:
Vale Collective — Margarida Santarém
Travessa do Miradouro n.º 1A
2610-114 Amadora
Portugal
support@shopvalecollective.com
I/We notify Vale Collective that I/we withdraw from the sales contract for the following goods:
[space]
Ordered on / received on:
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Consumer name(s):
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Consumer address(es):
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Signature(s), only if submitted on paper:
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Date:
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