Return Policy

EXCHANGE AND RETURN POLICY

Atelier Camila Senna

About our handmade pieces

The pieces created at Atelier Camila Senna are entirely handcrafted by the artist Camila Senna, without the use of molds.

Each piece is individually designed, shaped, and hand-painted, meaning no two pieces are exactly the same.

Small variations in color, shape, or finish compared to the images shown are natural in the artisanal process and contribute to the unique identity of each object.

These characteristics are part of the value and artisanal nature of our pieces — they are not considered defects.

Right of Withdrawal (Returns)

Under the terms of Decree-Law No. 24/2014 of 14 February, and applicable European legislation, for purchases made through our website, the customer has the right to withdraw from the contract within 14 calendar days, without the need to provide any reason.

This right does not apply to the following products:

Unique pieces (identified as such in the product description);
Made-to-order or customised pieces at the customer’s request.

For all other products, Atelier Camila Senna accepts returns in accordance with the right of withdrawal.

How to exercise the right of return:

The return request must be communicated in writing to the email hello@camilasenna.com within 14 days of receiving the order.
The contract withdrawal request must be made by sending an unequivocal statement of the intention to withdraw, or alternatively, by using the “Right of Withdrawal Form” available here, stating your full name, order number, and including photographic records of the product to assess its condition.
The purchase invoice must be provided.
The product must be returned in perfect condition, without signs of use, in the original packaging, and properly protected.
The customer must return the goods without undue delay and no later than 14 days from the day on which the right of withdrawal was communicated, using a shipping method that ensures product quality and preservation.
Return shipping costs are borne by the customer.
Returns sent without registered shipping or proof of shipment will not be accepted.
The customer will be responsible for any defect or non-conformity found in the product(s) caused during transport, whenever such transport is not arranged by Atelier Camila Senna.

After receiving and inspecting the product, the corresponding refund will be processed within a maximum of 14 days. For payments made by Credit Card or PayPal, the refund will be made using the same payment method. For payments made via Multibanco or MBWAY, the refund will be made by bank transfer, and the IBAN will be requested from the customer during the refund process.

Products damaged in transit

Despite our utmost care in packaging, should any product arrive damaged, Atelier Camila Senna undertakes to:

Replace the piece with an equivalent one (if available), or;
Issue a full refund of the amount paid.

To do so, the customer must:

Report the damage within a maximum of 48 hours after receiving the order;
Send the purchase invoice and photographs of the packaging and the damaged product to hello@camilasenna.com.

Exchanges

Atelier Camila Senna does not accept exchanges for unique pieces (identified as such in the product description) or made-to-order pieces.

For all other products, an exchange may be considered subject to stock availability and always under the same conditions and deadlines defined for returns under the Right of Withdrawal.

Shipping costs for exchanges are borne by the customer.

Reservation of rights

Atelier Camila Senna reserves the right not to process orders or refunds in the following cases: