Refund policy

Return & Refund Policy – Forest Native

We strive for your satisfaction with every purchase. If you're not completely happy, here’s our policy:

1. 15‑Day Return Period (Non‑Faulty Items)

You may request a return within 15 calendar days from the date you receive your order (this includes the EU-mandated 14‑day cooling‑off period).

Returned items must be:

  • Unused

  • In original packaging

  • Accompanied by proof of purchase

Return shipping is at your expense, unless otherwise stated at the time of purchase.

2. Faulty or Damaged Items (Legal Guarantee)

If your item arrives damaged or defective, email us immediately at forest.native.shop@gmail.com with:

  • Clear photos of the damage

  • A brief description of the issue

You’ll then be asked to send the item to:
Rua Serra Do Damasio, 7, Paul, Mafra, 2640-565 Lisboa, Portugal

We will inspect the item within 14 days of receipt.
If the damage or defect is confirmed, you will receive a full refund, including return shipping costs.

Under EU law, consumers are entitled to a 2-year legal guarantee for goods that are faulty or not as described.

3. Change of Mind / Unwanted Items

Changed your mind? No problem — as long as:

  • The item is returned within 15 days

  • It is in perfect, unused condition

  • It is in original packaging

Return shipping costs are your responsibility.
We will issue a refund after inspection, if all conditions are met.

4. Refund Process

Once we receive and inspect the returned item, we will notify you of the result.

If approved:

  • A refund will be processed to your original payment method

  • This will occur within 14 calendar days of approval (or of receiving the returned goods)

If not approved due to damage or use, the refund may be reduced or denied.

5. Legal Exceptions & Non‑Returnable Items

The following cannot be returned, as allowed under EU law:

  • Custom or personalized items (e.g. made-to-order jewelry or clay work)

  • Final sale items

  • Gift cards

These are excluded from the 14-day cooling-off period.

6. EU Cooling-Off Right (Portugal)

In accordance with Portuguese and EU consumer law (Decree-Law 24/2014, as amended by DL 47/2014), you have the right to:

  • Cancel a purchase made online or at a distance

  • Do so within 14 days of receiving the goods

  • Receive a full refund, including standard delivery costs

7. Summary Table

Scenario Request Period Return Cost Refund Timeline
Change of mind (non-faulty) ≤ 15 days after delivery Paid by customer Within 14 days after inspection
Faulty or damaged item Report immediately Paid by seller (if confirmed) Within 14 days after inspection

8. How to Initiate a Return

Please email forest.native.shop@gmail.com within 15 days of receiving your order, and include:

  • Proof of purchase

  • Photos and a description if the item is damaged

Wait for our approval before sending any item.
Then ship the item in its original packaging to:

Rua Serra Do Damasio, 7, Paul, Mafra, 2640-565 Lisboa, Portugal

9. Contact Us

Questions or concerns?
Reach out to our customer support team at:

forest.native.shop@gmail.com

We aim to respond promptly and resolve all issues fairly and respectfully.