Refund policy

Returns and refunds policy

This policy applies to purchases made at www.myessenza.eu.

Withdrawing from the purchase within 14 days

You have 14 calendar days from the day you receive the item (or the last item of the order) to withdraw from the purchase, without giving any reason (right of withdrawal, Decreto-Lei n.º 24/2014).

Notify us within that period by e-mail to essenza@myessenza.eu, stating the order number and the items you wish to return. You may use the withdrawal form, but it is not mandatory.
Return the item within 14 days of notifying us, to this address:
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.
Send the item complete, with all accessories and manuals and, whenever possible, in its original packaging, well protected for transport.

Who pays for the return

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

If the item arrived damaged, defective, incorrect or with parts missing, this is not a withdrawal: the costs are ours (see below).

Refund

We refund all payments received, including the shipping costs of the purchase (if you chose a more expensive delivery than the standard one, we refund the cost of standard delivery), using the same means of payment and at no cost to you, 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 until you have sent us proof that you have returned it, whichever is earlier.

You may handle the item as you would in a shop. If you use it beyond what is necessary to establish its nature, characteristics and functioning, and this reduces its value, we may deduct that diminished value.

Once processed, the refund may take 1 to 5 business days to appear in your account, depending on your bank or payment method.

Exception: personalised canvas

The 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, and Article 16(c) of Directive 2011/83/EU). It remains covered by the legal guarantee if it is defective.

Damaged, defective or incorrect item, or item with parts missing

Write to essenza@myessenza.eu with the order number and photographs of the item, the packaging and the label. Depending on the case, we send the missing or replacement part, replace or repair the item, or issue a refund, under the legal guarantee — always at no cost to you, including collection when necessary. The sooner you notify us, the sooner we can resolve it.

If the packaging arrives visibly damaged, note this on the carrier's delivery note. This helps us, but it is not a condition for making a claim. All new items carry a 3-year legal guarantee.

Cancelling an order

As long as the order has not been shipped, you may cancel it by e-mail and we will refund it in full. Once shipped, it can no longer be cancelled, but you may withdraw from the purchase within 14 days of receipt, as described above. Canvases can only be cancelled before they go into production.