Refund policy

Overview

We accept returns or provide replacements for any items that are defective, damaged, or incorrect. Please see below: Eligible Issues for Returns or Replacements.

As each product on this website is a custom creation that is made to order - we cannot accept returns or exchanges for buyer’s remorse, incorrect sizing, or change of mind.  Please double-check all sizes, colour variants and customisation edits (if applicable) are correct before proceeding to checkout.

Eligible Issues for Returns or Replacements

You may be eligible for a replacement or refund if:

  • The item arrives damaged
  • The product is defective
  • You received the wrong item
  • Print quality is defective or significantly different from the approved design

How to Request a Replacement or Refund

If you experience an issue with your order, please contact us within 14 days of delivery and include:

  • Order number
  • Description of the issue
  • Clear photos showing the problem

We will review your request and coordinate with our fulfilment partner to determine the appropriate resolution.

Resolution Options

Depending on the issue, we may offer:

  • A replacement of the item
  • A refund to your original payment method
  • A partial refund in certain cases

Right of Withdrawal (EU Customers)

Under EU consumer protection law (Directive 2011/83/EU), customers have the right to withdraw from a purchase within 14 days of delivery. However, this right does not apply to goods that are made to order or clearly personalised, in accordance with Article 16(c) of Directive 2011/83/EU.

As all products sold on this store are custom-made on demand, the right of withdrawal does not apply except in cases where items are defective, damaged, or incorrect. This does not affect your statutory rights in the case of faulty or misdescribed goods.

Non-Returnable Situations

Minor variations in colour, print placement, or finish may occur due to differences in screen settings and the production process and are not considered defects.

We do not offer returns or refunds for:

  • Incorrect size selection
  • Buyer’s remorse
  • Colour differences due to screen display variations
  • Delays caused by shipping carriers or customs
  • Orders with incorrect shipping information provided by the customer

Nothing in this policy limits your statutory rights under applicable Portuguese and EU consumer protection law, including the 2-year legal guarantee on defective goods as provided under Decree-Law 67/2003 (as amended) and EU Directive 2019/771.

Lost or Delayed Orders

If your order is significantly delayed or appears lost in transit, please contact us.

We will work with our fulfilment and shipping partners to investigate the issue.

Resolutions will be determined based on the circumstances of each case and in accordance with applicable consumer protection laws.

Incorrect Address

If an order is returned due to an incorrect or incomplete address provided by the customer:

Reshipping costs will be the responsibility of the customer.
Refunds may not be issued in these cases, unless required by applicable consumer protection laws.

Return Shipping

Because items are produced and fulfilled through a print-on-demand model, returns with proof of defect are generally not required to be sent back unless specifically requested.

In most cases, you will not need to return the item to receive a replacement.

Fulfilment Partner

Orders are fulfilled by third-party production partners, including global providers such as Printful and Printify. All claims are subject to their production and shipping verification processes.

Timeframe

Claims must be submitted within 14 days of delivery
Requests submitted after this period may not be eligible for review

Contact

For all refund and return inquiries, please contact:

Email: info@dreamyphoenix.com

By placing an order, you agree to the terms outlined in this Refund Policy.

EU Online Dispute Resolution 

The European Commission provides an online dispute resolution (ODR) platform for consumers in the EU. If you are not satisfied with the resolution of your complaint, you may submit a dispute at: https://ec.europa.eu/consumers/odrhttps://ec.europa.eu/consumers/odr