Return & Refund

At SIGMA FAUSTOSO UNIPESSOAL, LDA, customer satisfaction is our priority. We are committed to providing high-quality textile products and a fair, transparent returns and refunds process. This policy explains the conditions under which products may be returned and refunds may be issued.

1. Return Eligibility

You may request a return within 30 calendar days from the date you receive your order.

To be eligible for a return, the item must:

Be unused and in its original condition.
Be returned in its original packaging.
Include all accessories, labels, manuals, and any free promotional items received with the purchase.
Be accompanied by proof of purchase, such as an order number or invoice.

We reserve the right to inspect all returned items before approving a refund or replacement.

2. Non-Returnable Items

The following items cannot be returned unless they are faulty, damaged, or incorrectly supplied:

Custom-made or personalized products.
Private label or OEM products manufactured to customer specifications.
Products that have been used, washed, altered, or damaged after delivery.
Products returned without their original packaging where this affects resale.
Products excluded from return under applicable consumer protection laws for hygiene or health reasons once opened or unsealed.

These exclusions do not affect your statutory rights under applicable consumer protection laws.

3. Damaged, Defective or Incorrect Items

If you receive a product that is:

Damaged during delivery,
Defective,
Incorrect, or
Missing from your order,

please contact us as soon as possible, preferably within 48 hours of delivery.

To help us resolve your claim quickly, please include:

Your order number.
A description of the issue.
Clear photographs showing the problem.
Photos of the product packaging, if applicable.

After reviewing your claim, we will determine whether a replacement, repair, refund, or other appropriate solution will be provided.

4. Return Process

To request a return:

Contact our customer support team using the contact details below.
Provide your order number and the reason for the return.
Wait for return instructions before sending your item.
Securely package the product and return it using the instructions provided.

Please do not return products without first contacting us, as this may delay the processing of your request.

5. Return Shipping

If the return is due to:

A defective product,
A damaged product,
An incorrect item supplied by us, or
Any error on our part,

we will arrange or reimburse reasonable return shipping costs where applicable.

If the return is for any other eligible reason, the customer may be responsible for the return shipping costs unless otherwise required by applicable law.

6. Refunds

Once your returned product has been received and inspected, we will notify you of the outcome of your refund request.

If your refund is approved:

Your refund will be processed using the original payment method whenever possible.
Refunds are generally issued within 5 to 7 working days after approval.
Depending on your payment provider or financial institution, additional processing time may apply before the funds appear in your account.

7. Exchanges

Where available, we may offer exchanges for:

Incorrect products,
Damaged products,
Defective products, or
Products with verified manufacturing defects.

Exchange requests are subject to product availability.

8. Order Cancellation

Orders may be cancelled before they have been processed or dispatched.

Once an order has been shipped, cancellation may no longer be possible, and the order will instead be subject to this Returns & Refund Policy and applicable consumer rights.

Custom-made, personalized, OEM, and private label orders cannot usually be cancelled once production has started.

9. Wholesale Orders

Returns for wholesale, bulk, OEM, or private label orders may be subject to separate contractual agreements agreed between SIGMA FAUSTOSO UNIPESSOAL, LDA and the customer.

Where a separate agreement exists, that agreement will take precedence over this policy.

10. Your Consumer Rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws within the European Union or your country of residence.

Where mandatory legal rights provide greater protection than this policy, those rights will prevail.