Refund policy

Return & Refund Policy

Return Window We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Eligibility for Returns To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, please contact us at support@eshopgeneral.com before sending any item back. Items sent back without first requesting a return will not be accepted.

Return Shipping Costs

Faulty, damaged, or wrong item

We will cover the return shipping costs in full and provide a prepaid return label.
Change of mind (14-day cooling-off period) — Return shipping costs are the responsibility of the customer.

EU 14-Day Cooling-Off Period

Under EU consumer law (Directive 2011/83/EU), you have the right to cancel your order and return any item within 14 days of receipt, for any reason, without justification. To exercise this right, please notify us at support@eshopgeneral.com within 14 days of receiving your order.

Damages, Faults & Wrong Items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect. We will assess the issue and offer a repair, replacement, or full refund as appropriate.

EU 2-Year Legal Guarantee

In accordance with EU Directive 2019/771, all products are covered by a 2-year legal guarantee from the date of delivery. If your item develops a manufacturing defect within this period, please contact us with evidence of the fault. Please note:

Within the first 12 months, we will assess and resolve all valid defect claims.
After 12 months, the customer must provide evidence that the defect existed at the time of delivery.
This guarantee does not cover damage caused by misuse, accidental damage, or normal wear and tear.
Exceptions — Non-Returnable Items The following items cannot be returned:

Perishable goods (food, flowers, plants)
Custom or personalised items
Personal care or hygiene products
Hazardous materials, flammable liquids, or gases
Digital products or downloadable content
Note: For change-of-mind returns, the EU 14-day cooling-off period still applies even to sale items, overriding any sale-specific restrictions.

Exchanges The fastest way to get what you want is to return the original item and place a new order once the return is accepted.

Refunds Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@eshopgeneral.com.

Return Address

Eshop General

Rua Fialho de Almeida nº 14 2º Esq. - Office FK12, 1070-129, Avenidas Novas,

Lisbon, Portugal.

Contact Us For any return or refund questions, please contact us at support@eshopgeneral.com.