Refund policy
Returns & Exchanges
Right of withdrawal: In the event that the user is not satisfied with the products received in their order, the user, in accordance with the General Law for the defense of Consumers and Users, will have a period of fourteen (30) days natural to return the entire order or, if you prefer, you can return any of the products that make up the total order and all without any penalty and without the need to indicate the reasons. The return must be made through the Returns platform.
To make a successful return, we only require that the items you are returning are new, unused and in the original packaging.
For customers located in the US and European Union:
Free Exchanges and Returns: We will provide you with a prepaid postage label for your return. You will be able to download it and attach it to your package.
Refunds: We will provide you with a shipping label for your return. You will be able to download this.
For Customers located outside the US and in the European Union:
Exchanges and Refunds: You will need to cover the cost of shipping your package to our warehouse. We will provide you with details of the warehouse closest to your location during the returns process.
SHADOWSTORY indicates the method of shipping the order to its offices or warehouses.
To formalize the return, the product must be sent to the following SHADOWSTORY offices/warehouses:
Portugal
El Huub - SHADOWSTORY LDA.
Agility - Perafita
Rua Silva Aroso, 1262, 4455-558, Perafita, Portugal
The product must be unused and with all its labels, packaging and, where applicable, original documentation and accessories that accompany it. If the User does not do this or if the product has suffered any damage, the User accepts that the product may suffer depreciation or that SHADOWSTORY may refuse the return.
Once SHADOWSTORY receives the order and verifies that it is in good condition, SHADOWSTORY will proceed to return all amounts paid by the User.
If the User decides to return the order in its entirety, SHADOWSTORY will return to the User all amounts paid (including the shipping costs of the purchase, not the return).
SHADOWSTORY will propose, instead of refunding the money, the possibility of sending a new product or the amount paid in a promotional code for future purchases.
If the User only wishes to return one or some of the products that were part of the order, SHADOWSTORY will not be able to refund the shipping costs that the User has paid for the entire order.
SHADOWSTORY informs Users that the return period for the amounts paid will depend on the payment method that the User used when purchasing the product:
- If the User has made the payment by credit or debit card, SHADOWSTORY will refund the amount paid within a period of 14 calendar days from when the User decided to terminate the contract.
- If the User has made the payment through PAYPAL, SHADOWSTORY will refund the amount paid within 24-48 business hours from when the User decided to terminate the contract.
In any case, SHADOWSTORY will return the amounts paid as soon as possible and, in any case, within 14 calendar days following the date on which the User has informed of their decision to withdraw from the contract.
Right of withdrawal: In the event that the user is not satisfied with the products received in their order, the user, in accordance with the General Law for the defense of Consumers and Users, will have a period of fourteen (30) days natural to return the entire order or, if you prefer, you can return any of the products that make up the total order and all without any penalty and without the need to indicate the reasons. The return must be made through the Returns platform.
To make a successful return, we only require that the items you are returning are new, unused and in the original packaging.
For customers located in the US and European Union:
Free Exchanges and Returns: We will provide you with a prepaid postage label for your return. You will be able to download it and attach it to your package.
Refunds: We will provide you with a shipping label for your return. You will be able to download this.
For Customers located outside the US and in the European Union:
Exchanges and Refunds: You will need to cover the cost of shipping your package to our warehouse. We will provide you with details of the warehouse closest to your location during the returns process.
SHADOWSTORY indicates the method of shipping the order to its offices or warehouses.
To formalize the return, the product must be sent to the following SHADOWSTORY offices/warehouses:
Portugal
El Huub - SHADOWSTORY LDA.
Agility - Perafita
Rua Silva Aroso, 1262, 4455-558, Perafita, Portugal
The product must be unused and with all its labels, packaging and, where applicable, original documentation and accessories that accompany it. If the User does not do this or if the product has suffered any damage, the User accepts that the product may suffer depreciation or that SHADOWSTORY may refuse the return.
Once SHADOWSTORY receives the order and verifies that it is in good condition, SHADOWSTORY will proceed to return all amounts paid by the User.
If the User decides to return the order in its entirety, SHADOWSTORY will return to the User all amounts paid (including the shipping costs of the purchase, not the return).
SHADOWSTORY will propose, instead of refunding the money, the possibility of sending a new product or the amount paid in a promotional code for future purchases.
If the User only wishes to return one or some of the products that were part of the order, SHADOWSTORY will not be able to refund the shipping costs that the User has paid for the entire order.
SHADOWSTORY informs Users that the return period for the amounts paid will depend on the payment method that the User used when purchasing the product:
- If the User has made the payment by credit or debit card, SHADOWSTORY will refund the amount paid within a period of 14 calendar days from when the User decided to terminate the contract.
- If the User has made the payment through PAYPAL, SHADOWSTORY will refund the amount paid within 24-48 business hours from when the User decided to terminate the contract.
In any case, SHADOWSTORY will return the amounts paid as soon as possible and, in any case, within 14 calendar days following the date on which the User has informed of their decision to withdraw from the contract.