Eternal Flowers

Returns & Refunds Policy

Last updated: 28 August 2026

Eternal Flowers by Mar&Natur® values your satisfaction. Below is our returns and refunds policy, in accordance with applicable Portuguese and European legislation.

1. Right of withdrawal

If you purchased a product through our online store, by means of a distance contract, you have the right to withdraw from the contract without giving any reason within 14 calendar days, in accordance with Article 10 of Decree-Law No. 24/2014. For goods, the 14-day period begins on the day you or a third party indicated by you (other than the carrier) physically receives the goods.

2. How to exercise the right of withdrawal

To exercise the right of withdrawal, you must inform us of your decision by means of an unequivocal statement (for example, by email, letter, or any other means that allows you to prove the communication). We recommend that you contact us in advance via the email provided on this page to facilitate identification and processing of the return, although prior contact is not required to exercise your legal right. You may use the model withdrawal form available at the end of this page, although it is not mandatory.

3. Returning goods

After communicating your decision to withdraw from the contract, you must return the goods without undue delay and no later than 14 calendar days from the date you communicated your withdrawal. The deadline is met if you send the goods back before the 14-day period expires.

4. Condition of goods and inspection

You may inspect and handle the product with due care to ascertain its nature, characteristics, and functioning, as you would in a physical store. However, you will be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning. We recommend using the original packaging whenever possible and securing the product safely and adequately during transport.

5. Return shipping costs

For returns resulting from the exercise of the right of withdrawal (change of mind), the consumer bears the direct cost of returning the goods. If the issue is a defective product, an incorrect item, or a lack of conformity covered by the applicable legal regime, the consumer does not bear the return costs.

6. Refunds

We will refund all payments received, including the cost of the standard least expensive delivery method offered, excluding any supplementary costs arising from your choice of a more expensive delivery method, within 14 days from the date we are informed of your decision to withdraw from the contract. Refunds will be made using the same payment method you used for the initial transaction, unless expressly agreed otherwise. The refund will not incur any additional costs for the consumer. We may withhold the refund until we have received the goods back or you have provided proof of return shipment, whichever occurs first.

7. Customised products

Goods made to the consumer's specifications or clearly personalised do not benefit from the right of withdrawal, in accordance with Article 17(1)(c) of Decree-Law No. 24/2014, unless Eternal Flowers agrees to more favourable conditions. This exception does not affect your legal rights in the event of a defect or lack of conformity of the products.

8. Damaged, incorrect or non-conforming products

If you receive a damaged, incorrect, or non-conforming product, please contact us immediately via the email provided on this page. We will resolve the situation at no cost to you. Expenses necessary to restore conformity of the product will not be charged to the consumer.

9. Legal guarantee / lack of conformity

Under Decree-Law No. 84/2021, Eternal Flowers is liable for any lack of conformity that becomes apparent within three years of delivery of the goods. If the lack of conformity becomes apparent within the first 30 days after delivery, the law also provides the right to request immediate replacement of the goods or termination of the contract. In the event of a lack of conformity, the consumer is entitled to have the goods brought into conformity through repair or replacement and, under the conditions provided by law, to a proportional price reduction or termination of the contract.

10. Contacts and return address

The contact details and return address are set out below. We recommend that you contact us before sending the goods to facilitate identification and processing of the return; this prior contact does not affect the exercise of your legal right.

11. Model withdrawal form

You may use the model form below to exercise your right of withdrawal. The use of this form is not mandatory — you may use any other unequivocal statement.

Model Withdrawal Form

To:
Eternal Flowers by Mar&Natur®

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

Product(s):
Order number:
Order date:
Date of receipt:

Name of consumer(s):
Address of consumer(s):

Date:
Signature (only if this form is sent on paper):

The use of this form is not mandatory. The consumer may use any other unequivocal statement.