Refund policy
Last updated: 13/10/2026
At CENSAE, we want you to be completely satisfied with your purchase. If you change your mind, you may return your order in accordance with the terms below and your rights under applicable European Union and Portuguese consumer protection laws.
1. Right of Withdrawal — 14 Days
If you are a consumer purchasing online, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without providing a reason.
If your order contains multiple items delivered separately, the 14-day period begins on the day you receive the last item.
To exercise this right, you must inform us of your decision before the 14-day period expires by contacting us at:
Email: info@censae.com
2. Returning Your Items
Once you have informed us of your decision to withdraw, you must return the products within 14 calendar days.
We recommend returning products in their original packaging, wherever possible, to ensure they are adequately protected during transportation.
You may inspect the products to the extent necessary to establish their nature, characteristics and functioning. However, you may be responsible for any reduction in value resulting from handling beyond what is necessary for this purpose.
To arrange your return, please contact us at info@censae.com
Please package your items securely to prevent damage during transit.
3. Return Shipping Costs
For returns made under the statutory right of withdrawal, the customer is responsible for the direct cost of returning the products, unless otherwise required by applicable law or expressly agreed by CENSAE.
We recommend using a tracked shipping service and retaining proof of postage.
If an item is defective, damaged upon delivery or incorrect, CENSAE will cover the reasonable return shipping costs where required by applicable law.
4. Refunds
Following a valid withdrawal, we will refund all payments received for the returned order, including the original standard delivery costs.
Additional delivery charges resulting from your choice of a more expensive shipping method than our least expensive standard delivery option are not refundable.
Refunds will be issued without undue delay and no later than 14 calendar days after we receive your withdrawal notification.
We may withhold the refund until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first.
Refunds will be made using the same payment method used for the original purchase, unless expressly agreed otherwise, and without additional refund fees.
5. Exchanges
If you would like to exchange an item, please contact us at info@censae.com within 14 days of delivery.
Exchanges are subject to product availability and the condition of the returned item.
Where an exchange is not possible, you may exercise your statutory right of withdrawal and place a new order.
This exchange policy does not limit your statutory rights in relation to defective or non-conforming products.
6. Exceptions to the Right of Withdrawal
In accordance with applicable consumer protection legislation, the statutory right of withdrawal may not apply to certain products, including:
-
Products made to the consumer's specifications or clearly personalised.
-
Sealed products that are not suitable for return for health protection or hygiene reasons and have been unsealed after delivery, where the relevant legal conditions are met.
These exceptions will only be applied where legally permitted.
Opening ordinary external packaging does not automatically exclude a product from the statutory right of withdrawal.
7. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or contains an incorrect product, please contact us as soon as possible at [Customer Service Email].
To help us assess the issue, please include your order number, a description of the problem and, where possible, photographs of the affected item and its packaging.
We will assess your request and provide an appropriate solution in accordance with applicable consumer protection laws.
Your statutory rights concerning defective or non-conforming goods remain unaffected by the 14-day withdrawal period or by any voluntary exchange conditions.
8. Bespoke and Personalised Orders
Products made to your specifications or clearly personalised may be excluded from the statutory right of withdrawal, where permitted by law.
For bespoke fragrance projects, any applicable cancellation, return or refund conditions will be communicated before the order is confirmed.
Nothing in this section limits mandatory consumer rights concerning defective or non-conforming products.
9. Contact Us
For questions regarding returns, exchanges or refunds, please contact: