Refund policy
Return & Refund Policy
Thank you for shopping with RAISI Skincare.
We want you to feel confident in choosing our products. If you change your mind or the item does not meet your expectations, you may exercise your right of withdrawal under the terms described below.
1. Right of Withdrawal (14 days)
Under Portuguese Decree-Law no. 24/2014, of 14 February, applicable to distance contracts (such as online purchases), the customer has the right to cancel their order within 14 calendar days from the day on which the goods are received, without giving any reason.
To exercise this right, please contact us by e-mail at info@raisi-skincare.com, indicating your order number and the item(s) you wish to return.
Once you have notified us of your decision, you then have an additional 14 days to return the item(s) to RAISI Skincare.
2. Condition of Returned Items
To be eligible for a return, the item must be in the same condition in which it was received, without signs of use beyond what is necessary to verify its nature, characteristics and functioning, with all original tags and, whenever possible, in its original packaging.
For personal care and cosmetic products that are sealed, the right of return only applies while the protective seal remains intact.
Please include the receipt or proof of purchase together with the returned item.
3. Shipping and Return Costs
Returns should be sent to the following address:
RAISI Skincare
Rua Pedro Álvares Cabral, Nº 47, 509
2775-615 Carcavelos, Portugal
Unless otherwise stated, the direct shipping costs for returning the item are borne by the customer.
We recommend using a tracked shipping method to ensure proof of delivery.
Items returned without prior contact or without a formal return request will not be accepted.
4. Exceptions / Non-Returnable Items
In accordance with applicable legislation, the right of withdrawal does not apply in the following cases:
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Sealed goods which, for reasons of health protection or hygiene, are not suitable for return once their seal has been broken after delivery (for example, personal care and cosmetic products whose safety seal has been opened);
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Personalised products, made to the customer’s specific request;
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Goods liable to deteriorate or expire rapidly;
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Gift cards or digital vouchers that have already been used.
For sale or promotional items, this limitation does not affect your statutory 14-day right of withdrawal for online purchases, provided that all legal requirements for a valid return are met.
5. Damages, Defects and Lack of Conformity
Please inspect your order upon reception.
If you notice any defect, transport damage or receive an incorrect item, please contact us immediately at info@raisi-skincare.com, indicating your order number and, if possible, photos of the issue.
Under Portuguese Decree-Law no. 84/2021, of 18 October, RAISI products are covered by a legal guarantee of 3 years in the event of a lack of conformity.
The customer is entitled, at no cost, to repair or replacement of the goods, an appropriate price reduction or contract termination, as applicable.
6. Refunds
Once we receive and inspect your return, we will notify you by e-mail regarding the approval or rejection of the refund. If approved, you may choose between:
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Store credit (digital voucher) — issued for the full value of the returned item, with no expiry date, which you may use for future purchases at RAISI Skincare; or
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Refund to the original payment method (for example, credit card or MBWay).
By default, RAISI Skincare may offer store credit as the preferred refund method, as it is faster and more sustainable; however, the customer always retains the right to request a refund to the original payment method at no additional cost.
In all cases, refunds will be processed within a maximum of 14 calendar days from the date you informed us of your decision to withdraw from the contract.
We may, however, withhold the refund until the returned goods are received or until you provide proof of shipment, whichever occurs first.
Please note that the time required for your bank or card issuer to process and post the refund may vary.
If more than 15 working days have passed since our refund confirmation and you have not received the amount, please contact us at info@raisi-skincare.com.
7. Contact
For any questions about returns, refunds or warranty, please contact us:
RAISI Skincare, a brand by Latitude Verde Lda
Rua Pedro Álvares Cabral, Nº 47, 509, 2775-615 Carcavelos, Portugal