Refund policy

Refund Policy
When ordering a product on the L'Absence website, if the customer is not satisfied with the purchased product, they are entitled, in accordance with Decree-Law No. 24/2014 of February 14, to exchange or return the product within 14 consecutive days after receiving it.

Exchanges/returns will only be accepted if:

• The original characteristics are maintained and the packaging is not damaged (carefully opened packaging will not be considered damaged).
• The items are complete (e.g., if you purchase a frame + image).
• The products have not been altered and retain the original brand tag as shipped.

After receiving the product, if it does not meet the above conditions, the exchange/return will not be processed.

Shipping costs for exchanges/returns are the customer's responsibility.

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Exchanges & Returns
Exchanges/returns should be made by email at geral@labsence_art.pt.
Send an email with your order number, the item you wish to exchange or return, and, if applicable, the item you wish to receive in exchange.
Place the item in its original packaging, along with all the contents from the box. Use the original packaging the order was received in. Seal the box with tape.
Send the item to the address provided by email (shipping costs will be borne by the customer).
Once we receive and inspect the product, if the return request is confirmed, a refund will be made via bank transfer. You will receive an email confirming the exchange/return request and a credit note that you must sign and return by email. Once we receive the signed credit note, the refund will be processed.

Damaged items will not be exchanged/returned as L'Absence is not responsible for misuse.
Upon receiving the item in question, it will be evaluated, and the exchange/return will only be processed if the conditions mentioned above are met.
L'Absence will notify you within three days after receiving the item for exchange/return whether the request will be approved via email. If approved and the item for exchange is in stock, the email will also contain bank details for the payment of the price difference, including shipping costs. After receiving the payment proof, the new order will be dispatched within 1 to 3 business days.