Returns and exchanges

You have 14 days from receipt to withdraw from the purchase, without giving any reason.

How to return

  1. Write to essenza@myessenza.eu with the order number and the items you wish to return (you may use the withdrawal form, which is not mandatory).
  2. Send the item, within 14 days of notifying us, to: Jardim Idílico Unipessoal Lda, Rua da Póvoa 775, Fração L, Zona Industrial de Amorim, 4495-121 Póvoa de Varzim, Portugal. Write the order number on the parcel.
  3. The item must be sent complete, with all accessories and manuals and, whenever possible, in its original packaging, well protected.

Who pays the return shipping costs

In the case of a withdrawal, the return shipping costs are borne by the customer, who chooses the carrier; in these cases we do not collect the item. Bulky items (furniture, garden structures) require a carrier and the cost depends on the dimensions, the weight and the collection location.

If the item arrived defective, damaged, incorrect or with parts missing, this is not a withdrawal: the costs are ours, including collection when necessary — see Guarantee.

Refund

We refund all payments received, including the standard shipping costs of the purchase, using the same means of payment, within a maximum of 14 days from the day you inform us of your withdrawal. We may withhold the refund until we have received the item or proof that you have sent it. If the item has been used beyond what is necessary to try it out and has lost value, we may deduct that diminished value. Once processed, the refund may take 1 to 5 business days to appear in your account.

Exchanges

To exchange for another model, colour or size, return the item and place a new order. This way the new item is shipped straight away, without waiting for the return.

Exception

The personalised canvas, made with the image sent by the customer, is made to measure and is not subject to the right of withdrawal (Article 17(1)(c) of Decreto-Lei n.º 24/2014). It remains covered by the guarantee if it is defective.

Full conditions in the Returns and refunds policy.