Exchange, Return, and Cancellation Policy

Right of Withdrawal

Under the applicable legislation governing distance contracts (Decree-Law No. 24/2014), the customer has a period of 14 calendar days from the date of receipt of the order to exercise their right of withdrawal, without having to provide any reason.

KIWINI the label allows the refund or exchange of any product, provided that it is returned:

• within this period;
• in its original condition;
• with no signs of use;
• whenever possible, in the original packaging;
• with all tags, accessories, and other items included in the order.

Return shipping costs are the customer's responsibility, except in cases involving defective, damaged, or incorrectly shipped products.

Cancellations

Order cancellations

The customer may cancel the order at no cost, provided it has not yet been processed for shipment.

To request an order cancellation, select the "Cancellations" option available in the footer of the online store.

You will be redirected to your customer account, where you can view your orders. Within each order, simply click:

• the cancellation button, if the order has not yet been processed;
  

You can also access this link directly to log in to your customer account.

All cancellation, exchange, or return requests must be associated with the relevant order through the customer account area.

Once the order is being prepared or has been shipped, it may no longer be possible to cancel it.

Exchanges and Returns

How to Request an Exchange or Return

The exchange or return process is separate from the order cancellation process described above. To request an exchange or return, the customer must access the following link: https://go.ifreturns.com/pt/kiwinithelabel, and submit your request there, indicating whether you want an exchange or a return.

Conditions for Exchanges or Returns

For an exchange or return to be accepted, the product must:

• be in the same condition in which it was received;
• show no signs of use;
• retain all original tags;
• be returned, whenever possible, in the original packaging;
• be associated with the relevant proof of purchase or order number.

Items returned after the legal deadline or that do not meet these conditions may be refused and returned to the customer, with the reshipping costs charged to the customer.

We do not reserve items in advance for exchange.

Exchanges or returns from countries outside the European Union are not accepted.

 

Refund

After the returned products have been received and inspected, the refund will be issued using the same payment method used for the purchase.

The refund will be processed within the maximum applicable statutory period and may be withheld until the returned goods are received or proof of their shipment is provided, whichever occurs first.

If the product has been handled beyond what is necessary to verify its nature, characteristics, and operation, and this use results in a decrease in its value, KIWINI the label reserves the right to deduct the corresponding amount from the refund.

Defective or Damaged Products

If the product received is defective, damaged, or does not match the description provided, you may request a replacement or a refund.

Whenever necessary, photographs or videos of the product may be requested for assessment.

If a defect, damage, or shipping error is confirmed, the return costs will be covered by KIWINI the label.

Right to Refuse or Cancel Orders

KIWINI the label reserves the right to cancel any order, even after confirmation, in the following situations:

• product unavailability;
• incorrect or unverifiable billing information;
• suspected fraud or abusive use;
• payment not received within the specified period;
• indications that the buyer is not the end consumer;
• obvious error in the displayed price;
• inability to deliver to the address provided.

In these cases, any amounts paid will be refunded in full.

Wedding Dress Ordering and Returns Policy

Nature of the Items

Wedding dresses are special-occasion items with limited stock and are particularly sensitive to handling. For this reason, the specific conditions below apply.

Order Unit Limit

To ensure balanced availability for all customers:

• each order may include a maximum of 3 wedding dresses;
• larger orders may be partially shipped or canceled before dispatch, with a full refund for the items not shipped.

KIWINI the label also reserves the right to contact the customer whenever it identifies abusive use of the try-on service.

Specific Return Conditions

Wedding dresses may be returned within the statutory period of 14 days, provided that:

• have not been worn;
• show no signs of use, makeup, perfume, or odors;
• have not been washed, altered, or modified;
• retain all tags intact;
• are returned in the original packaging.

Try-ons must be carried out with the utmost care, avoiding makeup, perfumes, or any products that could alter the condition of the item.