Refund policy
At ALYQO, we want your shopping experience to be simple, safe and transparent.
1. RIGHT OF WITHDRAWAL
For distance purchases, consumers generally have a period of 14 days to exercise their right of withdrawal, without having to give any reason, in accordance with the applicable Portuguese legislation.
The period is counted as provided by law, in particular from the date the consumer receives the product.
To exercise this right, the customer must inform ALYQO of their decision by email at alyqo@alyqo.com.
This can be done by any unequivocal statement (for example, an email with your order number and the products concerned); you do not have to use a specific form.
2. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The right of withdrawal does not apply in the cases provided for by law, in particular to certain products made to the consumer's specifications or clearly personalised.
When a product is covered by an exception to the right of withdrawal, this information will be given to the customer before the purchase is completed, where applicable.
3. CONDITIONS FOR RETURNS
Where the right of withdrawal applies, the product must be returned within the legal period and, whenever possible, in the same condition in which it was received.
The consumer should handle the product only to the extent necessary to check its nature, characteristics and functioning.
The consumer may be liable for any loss in value of the product resulting from handling beyond what is necessary for that check, in accordance with the applicable legislation.
4. RETURN COSTS
Unless otherwise stated, or in situations where the law provides that the costs are to be borne by ALYQO, the direct costs of returning the product as a result of exercising the right of withdrawal are borne by the consumer.
Where the return results from a lack of conformity, a defect or an error attributable to ALYQO, the applicable costs will be handled in accordance with the rights provided for by law.
5. REFUNDS
After the right of withdrawal has been validly exercised, ALYQO will refund the payments received from the consumer, including, where applicable, the standard delivery costs originally paid.
The refund will be made using the same payment method used for the original transaction, unless expressly agreed otherwise.
ALYQO may wait until it has received the returned goods or until the consumer provides proof that they have been sent back, whichever occurs first, in accordance with the applicable legislation.
6. DEFECTIVE PRODUCTS OR LACK OF CONFORMITY
Products sold by ALYQO benefit from the legal guarantee of conformity applicable to consumer goods.
In the event of a lack of conformity, the consumer has the rights provided for by Portuguese legislation, which may include repair, replacement, a price reduction or termination of the contract, depending on the circumstances provided for by law.
Where applicable, the costs necessary to bring the product back into conformity will not be borne by the consumer.
7. PRODUCTS DAMAGED IN TRANSIT
If the product is received with visible damage, we recommend that the customer reports the incident to the carrier and contacts ALYQO as soon as possible at alyqo@alyqo.com.
The situation will be assessed and handled in accordance with consumer rights and the applicable legislation.
8. HOW TO REQUEST A RETURN
To request a return or report any issue relating to a product, please contact us by email:
We recommend that you include your order number and briefly describe the reason for your request.
9. CONSUMER RIGHTS
Nothing in this policy limits or excludes the rights granted to the consumer by the applicable Portuguese and European legislation.
In the event of a conflict between this policy and an applicable mandatory legal provision, the legal provision prevails.
Last updated: October 2026