Returns Policy – Emotiles

Last updated: November 5, 2026

This policy explains what you can do if you want to cancel an order, withdraw from a purchase, return an item, or if something goes wrong with what you received. It applies to purchases made on the emotiles.pt website and forms part of the Terms and Conditions. Nothing in this policy limits the rights that the law gives to consumers.

1. Summary

If the same order contains items of different types, the rule for its type applies to each item.

2. What a personalised product is

A personalised product is made from scratch using your own content, such as your photographs and texts. Under Article 17(1)(c) of Decree-Law No. 24/2014 of 14 February, as currently worded, the right of withdrawal does not apply to the supply of goods made to the specifications of the consumer or clearly personalised.

• We consider personalised: the wall tiles, packs and galleries made with the photographs you send, and the dedication message (the message you write to accompany the order).
• We do not consider personalised: Decorative Art (works from our catalogue, where you choose the work, the size, the frame and the framing) and LED Light. For these items we recognise a 14-day right of withdrawal.

If an order for Decorative Art includes a dedication message, the dedication message is a separate personalised item and has no right of withdrawal; the right of withdrawal remains for the Decorative Art.

This information is given to you before you pay, in the cart, and also appears in the order confirmation email.

3. Cancelling an order

3.1 Personalised products

Because each personalised product is made from scratch, the law does not oblige us to accept cancellation for a mere change of mind. Even so, as long as production of the order has not actually started, we accept the cancellation and refund the full amount paid, including shipping, within 14 days at the latest.

• Production actually starts when our team begins preparing your order for printing. There is no fixed time limit in hours: if you contact us, we will tell you in writing, as quickly as possible, whether your order can still be cancelled.
• With priority delivery, production starts earlier. If you want to cancel or change the order (swap a photograph, correct the dedication message, change the size), write as soon as possible to suporte@emotiles.pt or by WhatsApp to 912 429 086, quoting the order number.
• Once production has started, it is no longer possible to cancel or withdraw simply because you changed your mind. Cases of defects, errors on our part or delay are covered in sections 5 and 6.

3.2 Decorative Art, LED Light and other items

You can cancel the order before the item is dispatched or use the right of withdrawal described in section 4.

3.3 Other cancellation situations

• If you choose Multibanco and do not pay within the validity period of the reference (7 days), the order is cancelled automatically and you are not charged anything.
• If, after we receive payment and before we produce, we find that the item is unavailable, there is an obvious pricing error, content that we cannot print, or a suspicion of fraud, we will contact you to find a solution. If the order is cancelled, we refund everything you have paid, within 14 days at the latest.

4. Withdrawing from the purchase within 14 days (right of withdrawal)

This right applies to Decorative Art, LED Light and other non-personalised items.

4.1 Time limit

You have 14 days, without having to give any reason, to withdraw from the purchase. The period runs from the day on which you, or a third party indicated by you (other than the carrier), receive the item. If the order contains several items delivered separately, it runs from receipt of the last one. You may exercise the right immediately after placing the order, even before you receive the item.

4.2 How to exercise the right

Notify us of your decision by an unequivocal statement, by one of these means:

• email to suporte@emotiles.pt;
• letter to EMOTILES, LDA, Estrada de Santarém, No. 232, 2040-336 Rio Maior, Portugal;
• WhatsApp message to 912 429 086 (we recommend email, because it leaves a record).

You may use the model form at the end of this policy, but it is not mandatory. You only need to send your notice before the period expires. We will confirm by email, without delay, that we have received your notice.

4.3 Returning the item and return costs

You must return the item to us without delay and, at the latest, 14 days after notifying us of your withdrawal, to our address: EMOTILES, LDA, Estrada de Santarém, No. 232, 2040-336 Rio Maior. Return it, if possible, with the original packaging and accessories. We recommend sending it with tracking and keeping proof of postage.

The direct costs of returning the item (sending it to us) are borne by you. This is information we give you before purchase. If the item has a defect or if the order was sent by our mistake, the return costs that the law places on us are ours. We do not charge any other fee for the withdrawal.

4.4 Condition of the item

Simply opening the packaging does not prevent the return. You are only liable for any diminished value of the item that results from handling beyond what is necessary to establish its nature, characteristics and functioning, as you could do in a shop. If the item has been used, glued, damaged by you or handled beyond what is necessary, the refund may be reduced in proportion to the diminished value, which we will explain to you in writing.

4.5 Refund

• We refund all payments we received for the returned item, including the shipping costs of standard delivery that you paid, without undue delay and in any event within 14 days of learning of your decision.
• We may wait until we have received the item or until you provide proof that you have sent it, whichever occurs first.
• The refund is made by the same means of payment you used for the purchase, at no cost to you, unless you accept another (section 7).
• If you chose priority delivery, we refund what you would have paid for standard delivery (which may be €0 if the order was €40 or more). The priority delivery surcharge is not refunded because you withdraw; we only refund it in the cases in section 6.1.

4.6 Partial return

If the order contains several items and you return only some of them, we refund the price of the returned item(s) and, where the law requires it, the corresponding part of the shipping costs. You pay for the return transport. We do not charge additional shipping if, because of the return, the order value falls below the €40 threshold for free delivery.

4.7 Exchanges

We do not make exchanges for a change of mind on personalised products. For Decorative Art and LED Light, if you prefer another item, exercise your withdrawal within the 14 days and place a new order. If the item has a defect, the legal guarantee applies (section 5).

5. Defects and the 3-year legal guarantee

5.1 What the law guarantees

All new goods we sell, personalised or not, have a 3-year legal guarantee, counted from delivery, under Decree-Law No. 84/2021 of 18 October. The goods must match what was described, be fit for the purpose for which they are intended and have the qualities normal for goods of the same type. If this is not the case, there is a lack of conformity, and you can:

• Ask for repair or replacement of the item, at your choice, free of charge (including transport) and within a reasonable time, 30 days at the most, unless it is impossible or disproportionate. For a personalised item, replacement means producing it again.
• Ask for a price reduction or termination of the contract (return of the item and refund within 14 days), if repair or replacement is impossible or disproportionate, if it is not carried out within the time limit, if the defect recurs or if the lack of conformity is serious.
• If the lack of conformity appears within the first 30 days after delivery, you can choose straight away between replacement and termination of the contract.

If the lack of conformity becomes apparent within 2 years after delivery, it is presumed to have existed at the time of delivery, unless proven otherwise. The sooner you let us know, the easier it is to resolve.

5.2 How to report a defect

Write to suporte@emotiles.pt with the order number, a description of the problem and, if possible, photographs of the item and the packaging. Production defects on our part (for example, a photograph that was swapped, cropped or printed without the framing you approved) are resolved as set out in section 5.1.

5.3 Transport damage

We are responsible for damage occurring during transport until delivery to you. We recommend that any damage occurring during transport be reported within 72 hours after receiving the order, preferably with photographs. This is a recommendation to make the assessment easier, not a deadline: you do not lose any right if you tell us later.

5.4 What the guarantee does not cover

The guarantee covers lack of conformity that already existed at delivery. It does not cover damage caused by you or by third parties after delivery, such as drops, misuse, use contrary to the instructions or normal wear. If, after examining the item, we conclude that the damage was caused by you, we will explain this to you in writing and may offer, without obligation, a new production at your cost. This does not affect your rights where there is, in fact, a lack of conformity.

5.5 Colours and sharpness

• Colours. Small differences between the screen and the print are normal, because of screen calibration and the printing process, and are not a lack of conformity. Significant differences and printing defects are covered by the guarantee.
• Low resolution. When a photograph does not have enough resolution for the chosen size, the configurator warns you. You can go ahead with the order, but only after you expressly and separately accept that this photograph may come out less sharp. We keep that acceptance on the order. In that case, the lower sharpness of that photograph is not a lack of conformity.
• Approved framing. The crop, the framing and the effect you approved in the preview are printed as approved.

5.6 Deleted photographs and reprints

Photographs from dispatched orders are deleted about 60 days after dispatch (the exact time limits and the exceptions, such as a complaint or a reprint in progress, are in the Privacy and Cookies Policy, section 3.3). If, after that, a tile has to be reproduced, for example because of a defect, we may ask you for the original photograph; for that reason, we advise you to always keep the originals. Asking for the photograph does not limit the guarantee: if reproduction is not possible because we no longer have the file and you no longer have it either, your other rights apply, such as a price reduction or termination of the contract.

6. Late or undelivered order

Delivery times are those stated in the Terms and Conditions. Unless we have agreed another time limit, we deliver at the latest 30 days after the day following the conclusion of the contract (payment confirmation).

• If we do not deliver within that period, you can give us an additional reasonable period. If we do not deliver within that new period, you can terminate the contract and we refund everything you paid within 14 days.
• You can terminate the contract immediately if we refuse to deliver, or if delivery by a specific date is essential for you and you told us so before buying.
• If the item becomes unavailable, we will inform you and refund everything you have paid, within 14 days at the latest.

If the order is lost or arrives damaged, we deal with the carrier at no cost to you, and the rights in section 5.1 apply: new production and shipment or, if that is not possible, a refund.

6.1 Priority delivery: if we miss the 24 to 48 working hours

With priority delivery we promise the production and dispatch of the order in 24 to 48 working hours (see Terms and Conditions, section 8.4). The time counts from confirmation of payment (orders paid at weekends or on public holidays count from the next working day). Dispatch is handing the order over to the carrier. Transport time is additional and is not part of this promise.

If we do not meet that time, we refund the priority delivery surcharge, to the same payment method, at no cost to you and within 14 days at most. If you notice the delay before we do, write to suporte@emotiles.pt quoting the order number. The time is suspended while we wait for a reply from you that we need in order to produce, for example about a photograph we cannot print.

The surcharge is the difference between what you paid for priority delivery and what you would have paid for standard delivery on the same order:

• If you withdraw from the purchase (section 4.5), the law requires us to refund (b), not (c); we only refund the surcharge (c) if we have also missed the time in this section.
• In periods of high demand (for example, Christmas and Black Friday), we may make priority delivery temporarily unavailable. While it appears at checkout, the promise applies.
• This section does not limit your rights under sections 5.1 and 6: the maximum period of 30 days and your rights in case of delay remain.

7. How we refund

The refund is made by the means of payment used for the purchase, at no cost to you, and may take a few working days to appear in your account or on your card, depending on the bank.

8. Complaints and dispute resolution

• You can complain by email to suporte@emotiles.pt or in the Electronic Complaints Book (Livro de Reclamações Eletrónico), at www.livroreclamacoes.pt, which is linked in the footer of our website.
• In the event of a consumer dispute, you can turn to an alternative dispute resolution (ADR) entity, such as CNIACC (Centro Nacional de Informação e Arbitragem de Conflitos de Consumo, the National Consumer Dispute Information and Arbitration Centre, www.cniacc.pt). The list of entities is at www.consumidor.gov.pt.
• In consumer disputes of low economic value (value not exceeding the jurisdictional limit of the courts of first instance, currently €5,000), if the consumer expressly chooses it, the dispute is heard by an arbitration tribunal of a lawfully authorised consumer dispute arbitration centre, as provided by law.

9. Contacts

Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract. It applies to Decorative Art, LED Light and other non-personalised items.