Refund policy
Returns and Refunds Policy
At Mira Ramos, we want to provide a clear and transparent shopping experience. This policy explains the conditions applicable to returns, withdrawal rights, damaged or incorrect products, lack of conformity and refunds.
1. Return due to change of mind / right of withdrawal
Customers may request the return of an order within 15 days of receiving the products, without having to provide a reason.
This commercial return period does not affect any statutory consumer rights, including the right of withdrawal applicable to distance contracts under the relevant legislation.
To exercise this right, please contact us at:
and provide the order number together with your intention to return the product.
Products must be returned in the condition in which they were received, whenever possible in their original packaging, properly protected and accompanied by proof of purchase.
Customers should handle products only to the extent necessary to establish their nature and characteristics. Handling beyond what is necessary may result in liability for any reduction in the value of the product.
Open or partially consumed bottles, or products whose contents have been altered, cannot be returned solely due to a change of mind.
2. Return costs for change of mind
When a return is made solely due to a change of mind or the exercise of the right of withdrawal, the direct cost of returning the goods is borne by the customer.
Before returning any product, the customer must contact Mira Ramos at online@miraramos.com to receive return instructions.
Products should not be sent back without prior contact.
3. Products damaged during transport
We recommend that customers check the external condition of the parcel at the time of delivery.
If there is significant visible damage to the packaging or product, the customer may refuse delivery whenever possible.
If the damage is only identified after delivery, please contact us as soon as possible, preferably within the first 24 hours, at online@miraramos.com, providing:
- the order number;
- a description of the problem;
- clear photographs of the product;
- photographs of the outer and inner packaging.
The reference to 24 hours is intended to help us assess the incident with the carrier and does not limit the customer's statutory rights.
After reviewing the situation, we may, as appropriate, replace the product, offer a price reduction or issue a refund.
Where the issue results from transport damage, a defect or lack of conformity, the necessary return costs will be borne by Mira Ramos.
4. Incorrect product
If the customer receives a product different from the one ordered, please contact us at online@miraramos.com.
We may request photographs of the product received and its packaging in order to confirm the situation.
Once confirmed, we will provide the necessary return instructions and either replace the product with the correct item or, where applicable, issue a refund, with no return cost to the customer.
5. Defective product or lack of conformity
If a product is defective or does not correspond to what was purchased, the customer should contact us at online@miraramos.com, providing the order number and a description of the issue.
The matter will be assessed in accordance with the consumer's applicable statutory rights.
This policy does not limit or exclude any statutory rights relating to defective or non-conforming goods.
6. Order not received
If an order is not delivered within the expected timeframe, the customer should contact us at online@miraramos.com.
We will check the shipment status with the relevant carrier and inform the customer of the next steps.
7. Refunds
Where the right of withdrawal has been validly exercised, the refund will be made using the same payment method used for the original purchase, unless expressly agreed otherwise.
Refunds will be processed without undue delay and within the time limits required by applicable law.
In cases involving the right of withdrawal, we may wait until we receive the returned products or until the customer provides proof that the goods have been sent back, whichever occurs first.
The refund for a withdrawal includes all payments that are legally refundable, including the cost of the least expensive standard delivery method offered by Mira Ramos. Additional costs resulting from the customer's choice of a more expensive delivery method are not refundable.
8. Products that cannot be returned due to change of mind
The following will not be accepted for return solely due to a change of mind:
- opened or partially consumed bottles;
- products whose contents have been altered;
- products damaged by the customer;
- products whose return is excluded by applicable law.
These exclusions do not affect the customer's rights where the product is damaged, incorrect, defective or lacks conformity.
9. Sale and discounted products
Purchasing a product on sale or at a discount does not remove the customer's statutory rights.
Sale and discounted products are subject to the same return and conformity rules set out in this policy, unless a specific legal exception applies.
10. Return address
After contacting us and receiving return authorisation, products should be sent to:
Mira Ramos
Rua Heróis da Pátria, 956
4410-001 Arcozelo
Vila Nova de Gaia
Portugal
To avoid processing issues, please do not send any return without contacting us first at online@miraramos.com.
11. Contact
For questions about returns, refunds, damaged products or order issues: