1. Returns due to cancellation

1.2 You must send the product to our address (with prior notice) , being responsible for the shipping costs, and ensuring that the product arrives in perfect condition.
1.3 We can help you return the product through one of our transport agencies, which, if the established conditions are met, can pick up the order at your address or collect it from a collection point. This service is paid and is subject to compliance with package dimensions and weights, address accessibility and location, agency availability, and the agency's general terms and conditions at the time. Customer Support will give you more information about this service.
1.4 You can also send the product(s) yourself or through a shipping agency of your choice.

1.5 In any case, you will be responsible for any diminished value or use of the returned goods resulting from handling or use that is abnormal according to their characteristics, nature or functioning, or from inadequate protection or packaging, or the absence of packaging at the time of return.

1.6 The return shipping address is as follows: Rua da Capela, nº 12 - 2º Andar (2705-599) Fontanelas, Sintra, Portugal.

1.7 Once the product has been received and verified to meet the requirements, we will refund the product price, excluding any return shipping costs, which are your responsibility. We will refund the amount paid using the same payment method you used for the purchase or via bank transfer.

2. Exchanges

2.1 The procedure for exchanging a product is the same as for a return due to withdrawal. You must request a return and repurchase the desired item again with free shipping costs for orders over €33.

3. Defective or damaged products

A product is considered defective if it has some type of quality defect. For example: stains, malfunctions, scratches or breaks, noticeable color differences, or large differences between the product photographed on the website and the product received.

If you received a broken or defective product, you have 30 days to return it. We will refund up to 100% of the amount you paid, according to the conditions previously stated on the website, as per our return policy.

When you receive the package, please check its status. If the order appears damaged, broken, or in poor condition, follow these steps:

3.1 Submit a written complaint to the shipping agency when you receive your package, and keep a copy.

3.2 Take one or more photos of the package and its condition.

3.3 Contact our Customer Service department and we will inform you of the next steps.

3.4 It is important that you do not discard the boxes or packaging materials that your package has in order to make a proper return and be able to file a claim with the shipping agency.

3.5 In this case, upon receiving the package at our premises and verifying its condition, up to 100% of the amount paid will be refunded, or a new product in perfect condition and/or any associated parts will be reshipped, if applicable.

Please remember that the refund will be processed using the same payment method you used for the purchase.

4. Product Warranty

You have a 3-year warranty from the date of delivery. For more information, please consult our [link to warranty/contact information]. Warranty & Refund Policy .

5. Products out of stock

Although we strive to avoid such incidents, if the product goes out of stock during the purchase process, our customer service will contact you as soon as possible.
We will proceed with a full refund of the amount paid using the same payment method used for the purchase, or via bank transfer.

6. Return Form

To request a return, you can contact our Customer Service and fill out the request form through this link. Please send the Return Form.pdf  to our email address, oorlandoo@outlook.pt , with a brief explanation of why you wish to proceed with your return.

We will send the following instructions to your email within a maximum of 48 hours.

Refund and Return Policy – ​​Digital Content

At Orlando , we want you to be completely satisfied with your purchase. Since some of our products are delivered immediately and digitally, our policy follows specific guidelines.

Can I request a refund?

We understand that sometimes a product may not be exactly what you were looking for. Therefore, we offer a 3-day satisfaction guarantee from the date of purchase.

To be eligible for a refund, we ask that:

• You purchased the product directly from our website.
• Please contact us within the established timeframe.
• Please tell us the reason for your request (your feedback helps us a lot to improve!).

How to apply

To process your request, please send an email to oorlandoo@outlook.pt with the subject "Refund Request - [Order Number]" . Our team will review the request and respond within [3] business days .

When is a refund not possible?

• Orders placed after the 3-day warranty period.
• Digital products that have already been fully consumed or downloaded (in specific cases, such as in menu ① of One, where there are only products in digital format).

Exchange and Return Policy – ​​Personalized Products

Each piece we create at OrlandO is made especially for you. Due to the personalized nature of these products (engraved, custom-made items, or items with unique names/designs), our policy differs from that of standard stock products.

When do we accept returns or exchanges?

Since the product was manufactured specifically to your specifications, we cannot accept returns due to change of mind or error in size/color selection. However, we want to ensure you receive a flawless product.

We accept returns or replacements if:

• Manufacturing defect: The product has some structural damage or quality flaw.
• Customization error: The item received does not match the specifications (e.g., error in the engraved name, wrong color as requested) that you sent us at the time of purchase.
• Damage during shipping: The product arrived damaged due to shipping.

What to do in case of an error or defect?

1. Notify us: Send an email to oorlandoo@outlook.pt within 48 hours of receiving your order.
2. Please include clear photographs of the error or damage detected in the email, along with the order number.
3. Analysis: Our team will assess the situation. If the error is on our part, we will arrange for a replacement of the item or a full refund, at no additional cost to you.