14-day returns
Your satisfaction is our priority. You have the right to return your purchase, and we want this process to be simple and transparent.
Right of withdrawal (14 days)
Under Decree-Law no. 24/2014, you have 14 days to return your order without needing to provide any reason. This period begins on the date you receive the item.
To exercise this right, simply inform us of your decision within these 14 days, by any unequivocal means—an email will suffice. After doing so, you have an additional 14 days to send the item back to us.
Return conditions
For a return to be accepted, the item must:
- be unused and in perfect condition;
- be returned in its original packaging, properly protected for transport, with all accessories and tags;
- be accompanied by proof of purchase (invoice or order number).
In the case of fragile items (for example, lamps and glass or ceramic pieces), we ask for special care in packaging and recommend using the original packaging with "fragile" identification.
How to initiate a return
- Contact us indicating the order number and that you wish to return an item.
- Await our reply with instructions and the shipping address. Returns sent without prior contact cannot be accepted, as we work with various suppliers and the return address varies.
- Return the item. We strongly recommend using a shipping service with insurance and a tracking code—NIXOFY is not responsible for items lost or damaged during return shipping.
- After receiving and checking the item, we will process the refund within a maximum of 14 days, using the same payment method you used for the purchase.
Return costs
The shipping costs for the return are the customer's responsibility, except in cases of a defective, damaged, or incorrect item sent by us—in these cases, NIXOFY covers the costs.
Exceptions
Returns are not accepted for:
- items made to measure or produced to order specifically for the customer;
- sealed items that have been opened, when they cannot be returned for reasons of hygiene or health protection;
- gift vouchers.
These exceptions do not apply to defective items, which are always covered by the legal warranty.
Damaged or incorrect items
Inspect your order when you receive it. If the item arrives defective, damaged, or if you receive a different item than what you ordered, notify us as soon as possible—preferably within the first 48 hours—with photos of the product and packaging, inside and out, to suporte@nixofy.com. The sooner you tell us, the easier it is to activate shipping insurance and resolve the case at no cost to you. This period is a practical recommendation and does not limit your legal rights, namely the legal conformity guarantee provided for in Decree-Law no. 84/2021.
Defective items and warranty
In addition to the right of withdrawal, all items benefit from a 3-year legal conformity guarantee from the date of delivery (Decree-Law no. 84/2021). For the first 2 years, it is presumed that the lack of conformity already existed at the time of delivery, so you do not have to prove it. Within the first 30 days, you can also exercise the right of rejection and immediately request the replacement of the item or the termination of the contract. If your item has a defect, contact us.
Exchanges
We do not carry out direct exchanges. The quickest way to get the desired item is to return the original for a refund and place a new order.
Model withdrawal form
You are not obliged to use this form—an email stating that you wish to withdraw from the contract is sufficient. We provide it because the law requires it and because it saves you time. Simply copy the text below, fill it out, and send it to suporte@nixofy.com.
To: NIXOFY — Ana Catarina de Freitas Diogo
Av. do Atlântico, Edifício Panoramic, n.º 16, 14.º Piso, Escritório 8, Parque das Nações, 1990-019 Lisboa, Portugal
Email: suporte@nixofy.comI hereby inform you that I am withdrawing from the contract for the sale of the following goods:
Item(s): ______________________________
Order number: ___________________
Date of order: _____________________
Date of receipt: ______________________
Consumer name: ____________________
Consumer address: __________________
Date: __________________________________(signature, only if sent on paper)
Questions
Talk to us: contact page or suporte@nixofy.com.
Last updated: September 2026
