Refund policy
Returns and Exchanges
Last updated: September 2026
Private Label, Lda., Tax ID (NIF) 514703490, seeks to ensure customer satisfaction and full compliance with the legislation applicable to distance purchases.
Right of withdrawal
Under applicable law, consumers have the right to withdraw from a distance contract within 14 days, without giving any reason.
For the purchase of goods, the 14-day period begins on the day the consumer, or a third party indicated by the consumer other than the carrier, acquires physical possession of the goods.
Where an order includes several products delivered separately, the period is calculated in accordance with applicable law.
How to return a product
To exercise the right of withdrawal, the customer must inform Mezzo Decor of their decision before the 14-day legal period expires.
This can be done by email:
The customer should preferably include:
- Name;
- Order number;
- Products to be returned;
- Order date;
- Reason for the return, if they wish to provide it.
Stating a reason is not required when exercising the right of withdrawal.
After notifying their intention to return, the customer must send the products to the address indicated by Mezzo Decor without undue delay and, as a rule, within 14 days at the latest.
Condition of returned products
The customer may examine and handle the products as necessary to establish their nature, characteristics and functioning.
However, the customer may be held liable for any diminished value of the product resulting from handling beyond what is necessary for that purpose.
We recommend that products are returned:
- With no signs of use beyond what is necessary to inspect them;
- With all parts, fittings and accessories;
- With instructions and documentation, where applicable;
- In the original packaging, whenever possible;
- Properly packed to prevent damage in transit.
Furniture and decorative items
If the customer intends to exercise the right of withdrawal, we recommend that furniture is not assembled, fixed to walls or used, and that lighting is not installed.
Assembly, installation, use or alteration of a product, as well as marks, stains or scratches on surfaces, fabrics, leather or natural materials, may result in signs of use or diminished value that go beyond a simple inspection of the product.
This does not affect consumers' rights regarding defective or non-conforming products covered by the legal guarantee.
Custom-made products
The right of withdrawal does not apply to products made to the consumer's specifications or clearly personalised, such as items with custom dimensions, finishes, fabrics or colours chosen by the customer, in the cases provided for by law.
Refunds
Following a valid exercise of the right of withdrawal, Mezzo Decor will refund all payments received from the customer, including, where applicable, standard delivery costs.
If the customer chose a delivery method more expensive than the standard delivery offered by Mezzo Decor, the additional cost will not be refunded.
Refunds will, as a rule, be made using the same payment method used for the purchase.
Mezzo Decor may withhold the refund until the returned products have been received or the customer has provided proof of having sent them, whichever occurs first.
Return costs
Unless otherwise stated, the direct costs of returning products when exercising the right of withdrawal are borne by the customer.
Due to their size or weight, some furniture items cannot be returned by standard post and may require specialised transport. In such cases, Mezzo Decor will, upon request, provide an estimate of the return cost.
Where the return results from a defective or non-conforming product, damage in transit or an error attributable to Mezzo Decor, costs will be handled in accordance with applicable law.
Defective or non-conforming products
If a product shows a lack of conformity, the customer should contact Mezzo Decor at:
The customer should, whenever possible, provide the order number and a description of the problem. Photographs or other information needed to assess the situation may be requested.
Cases of lack of conformity are handled under the applicable legal guarantee.
Legal guarantee
Products sold to consumers benefit from the legal guarantee of conformity provided for under Portuguese law.
The seller's legal liability for lack of conformity generally applies for 3 years.
The guarantee does not affect the rights granted to consumers by law.
Exchanges
Mezzo Decor may offer commercial exchanges of products under the conditions presented at the time of purchase.
Where an exchange is requested under the right of withdrawal, it will be treated as a return followed by a new order, unless otherwise agreed between Mezzo Decor and the customer.
