1 · Summary
You have 14 days from receiving your order to withdraw from an online purchase, without giving any reason.
This policy applies without prejudice to other legal rules and to the exceptions described in the following sections.
2 · How to request a return
Write to hello@ohohlele.com with your order number and your intention to return — you can use the form at the end of this page. We reply within 5 working days with instructions; send the products back within 14 days of telling us your decision.
Please don't send anything without contacting us first, so we can match it to your order.
3 · Conditions
Products must be returned complete, in good condition and in their original packaging.
For hygiene and health-protection reasons, we do not accept returns of temporary tattoos whose sealed packaging has been opened after delivery, nor of personalised products, under article 17 of Decreto-Lei n.º 24/2014.
This exception does not affect your rights regarding faulty, incorrect or non-conforming products (see section 05).
4 · Refund
We refund the price of the products and the standard shipping cost within 14 days of the date you tell us your decision. We may wait until we receive the products, or proof that you have sent them, before refunding.
The refund is made with the same payment method used for the purchase; for payments by Multibanco reference, by bank transfer (we'll ask for your IBAN).
The direct cost of returning — sending the products back — is paid by the customer.
5 · Exchanges and damaged products
We accept exchanges for another item from the shop within 14 days of receipt, under the conditions above; the shipping costs of the exchange are paid by the customer.
If your order arrives damaged, incomplete or different from what you ordered, contact us within 14 days with a photo. We'll replace the product or refund you, at no cost to you.
New goods have a 3-year legal guarantee of conformity.
6 · Tattoo services and rentals
Withdrawing from or cancelling tattoo sessions and vending machine rentals is governed by the Terms & Conditions (sections 05, 06 and 07).
We may change this policy; the version in force is always the one published here.
7 · Model withdrawal form
If you like, use this model — it's not required; you can also just send an email saying you want to withdraw.
To: Leticia Heger Viegas, Rua Campo de Ourique, 18, 1250-087 Lisboa, hello@ohohlele.com
I hereby give notice that I withdraw from my contract of sale of the following goods: ____________________. Order no. ____________________ and date received ____________________.
Name and address of the consumer: ____________________. Date: ____ / ____ / ______. Signature, only if this form is sent on paper.
8 · Questions and complaints
For questions about a return, write to hello@ohohlele.com. See the Terms & Conditions for the purchase framework and the Shipping Policy for delivery conditions.
Legal reference: Decreto-Lei n.º 24/2014, as currently in force.