Refund and Return Policy

FULGOR MAGISTRAL - UNIPESSOAL LDA

Last updated: June 26, 2026

This Refund and Return Policy (“Policy”) applies to all purchases made on the website fulgormagistral.com (the “Site”), operated by FULGOR MAGISTRAL - UNIPESSOAL LDA (“the Company”), by customers residing in the European Union. This Policy should be read in conjunction with the Terms of Use and the Privacy Policy of the Site.

1. Right of Withdrawal (15 days)

In accordance with the consumer protection legislation applicable to distance contracts in the European Union, the consumer customer has a period of 15 (fifteen) calendar days from the date of receipt of the product(s) to exercise their right of withdrawal from the contract, without the need to provide any reason and without incurring any penalties.

  • The 15-day period starts from the day the Customer, or a third party designated by them, physically receives the product;
  • If the order includes multiple products delivered separately, the period starts from the receipt of the last product;
  • To exercise this right, the Customer must clearly communicate to the Company their decision to return the product within the specified period.

2. How to Request a Return

To initiate the return process, the Customer must:

  • Contact the Company via email at shop@fulgormagistral.com, indicating the order number, the product(s) to be returned, and the reason (optional);
  • Wait for the Company’s confirmation with return instructions, including the shipping address, if applicable;
  • Package the product(s) appropriately, preferably in the original packaging, to avoid damage during transport.

3. Conditions for Accepting Returns

For the return to be accepted and the refund processed, the product must:

  • Be returned within 15 calendar days from the communication of the decision to return;
  • Be in good condition, without signs of use, washing, or wear;
  • Retain original tags, packaging, and accessories, whenever applicable;
  • Not have been personalized, or be a product excluded under section 5 of this Policy.

The Company reserves the right to refuse the return or to apply a proportional reduction to the refunded amount if the product shows signs of improper use or damage not resulting solely from checking its nature, characteristics, and functioning.

4. Refund

  • After receiving and verifying the returned product, the Company will proceed with the refund of the amount paid, including the delivery costs initially charged, within a maximum period of 14 days from the date it is informed of the return decision or from the date of receipt of the returned product, if this is later;
  • The refund will be made using the same payment method used for the original purchase, unless otherwise agreed with the Customer;
  • The return shipping costs (shipping from the Customer to the Company) are the responsibility of the Customer, except in the case of defective products, non-compliant products, or products sent by the Company in error, in which case the return costs will be borne by the Company.

5. Products Excluded from the Right of Withdrawal

Under applicable legislation, the right of withdrawal does not apply, among others, to the following cases:

  • Products made according to the Customer's specifications or clearly personalized;
  • Products sealed for hygiene or health protection reasons that have been opened or unsealed after delivery (e.g., underwear, cosmetics, or personal care products, when applicable);
  • Products that, by their nature, cannot be returned or are subject to rapid deterioration;
  • Products that have been inseparably mixed with other items after delivery.

6. Defective Products or Incorrectly Shipped Items

If the received product has a manufacturing defect, does not match the description provided on the Site, or was sent in error by the Company, the Customer must contact shop@fulgormagistral.com as soon as possible, attaching photographs of the product and packaging whenever possible. In these cases, the Company ensures, at no additional cost to the Customer:

  • The replacement of the product with a correct and compliant item; or
  • The full refund of the amount paid, including shipping costs, if replacement is not possible or is not in the Customer's interest.

This right does not affect the legal warranty of compliance provided for in the applicable Portuguese and European legislation regarding the sale of consumer goods.

7. Exchanges

Currently, the Company does not process direct product exchanges (e.g., for a different size or color). If the Customer wishes for a different product, they must request the return of the original item, under the terms of this Policy, and place a new order separately.

8. Cancellation Before Shipping

If the Customer wishes to cancel an order before it is shipped, they must contact the Company as soon as possible at shop@fulgormagistral.com. If the order has not yet been processed for shipping, the cancellation will be accepted, and the amount paid will be fully refunded.

9. Contacts

For any questions related to returns, exchanges, or refunds, or to initiate the return process, please contact us via email at shop@fulgormagistral.com, always indicating your order number.