Returns and Refunds Policy
This policy follows Decree-Law No. 24/2014, regarding distance contracts, applicable in Portugal.
Right of Free Resolution
The customer has the right to withdraw from their purchase within 14 days from the date of receipt of the product, without needing to provide a reason.
To exercise this right, the customer must contact us by email lowelleurope@gmail.com or WhatsApp (+351 932 074 858), indicating the order number and the products to be returned.
Return Conditions
- Only returns of new, unused products with intact original seals/packaging will be accepted.
- For reasons of hygiene and safety, we do not accept returns of opened or used cosmetic products.
- The customer is responsible for the return shipping costs, unless the product is defective or incorrect.
- Products must be sent to:
Urbanização Poço do Lobo, 30 — 3505-485 Viseu, Portugal
Refunds
After receiving and verifying the returned products, the refund will be processed within 3 to 7 business days, using the same payment method as the purchase.
Exchanges
Lowell does not perform direct exchanges.
If you want another product, you should request a refund and make a new purchase.
Defective Products or Incorrect Shipments
In case of a damaged, defective, or incorrect product, the customer must send a photo and description of the problem within 48 to 72 hours after delivery.
The customer can choose between free replacement, full refund, or cost-free return.