Exchanges and Returns


All products are individually identified with a security tag. If you wish to return the purchased product, do not remove the label from the purchased product.

Should you decide to return the purchased products, Obvious Empathy - Unipessoal Lda. ("Obvious Empathy") has the right not to accept the return of products if the returned products are not in the condition in which they were delivered, contain usage marks, have been washed or do not have the corresponding label, or when the labels have been altered from their original state or damaged.

After receiving the order, the Buyer has a period of 15 days to exchange the item(s) only in case of incorrect size.

Obvious Empathy only allows exchanges of a different size of the purchased item. If you want to exchange for another item, a voucher will be issued for the value of the exchange so you can proceed with the new order.

The User, in case of a consumer, can exercise the right of resolution without being required to pay any compensation, within 14 (fourteen) days from the day on which the consumer acquires physical possession of the good.

To exercise this right, the User may use the draft indicated below, indicating all of his/her identification data, the subscribed service that he/she wishes to resolve and the subscription date. The communication must be made, by letter, by returning the purchased good, or by any other appropriate and provable means within the timeframe defined above.

The Final Consumer must within 14 (fourteen) days from the date of communication of the resolution return the goods to Obvious Empathy in the proper conditions of use.

Draft for free withdrawal form (you should only fill in and return this form if you want to withdraw from the agreement):

  • To (insert here name, geographical address and possibly e-mail address);
  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) agreement of sale of the following goods (*) - ordered on (*) and received on (*);
  • Name of consumer(s)
  • Address of consumer(s);
  • Signature of consumer(s) (only if this form is notified on paper.).
  • (*) Delete where not applicable.

    Obvious Empathy shall, within 24 hours, acknowledge to the Final Consumer receipt of the withdrawal declaration on a durable medium.

    The package must be returned complete, as delivered and accompanied by all the documentation received, including the following documents: sales invoice and the document that proves receipt of the product. The package and the documents indicated should be sent free of charge to the following address:

    Obvious Empathy - Unipessoal, Lda.

    Calçada dos Mestres, n.º 1 2.º right, Campolide, 1070-175, Lisbon

    The costs with shipping will be supported and the responsibility of the User (except for quality reasons).

    The exchange or return of the buyer's order should be done through the same carrier that delivered the items to your address, as follows:

  • Place the item in the box. You can use the original packaging where you received the order or another cardboard box, provided it is not damaged. If you use the original packaging, empty it and put only the item you want to return. Close the box and seal it with tape. If the box has any labels, stickers or other materials from previous shipments, remove them.
  • The package should be sent by CTT or carrier, to the address indicated on the package.
  • Upon receipt of the product, Obvious Empathy will verify that the item meets our requirements for Exchange or Return. If so, the exchange will be confirmed or the chargeback made.
  • To refund the amount paid, Obvious Empathy makes two options available to the User: issuing a voucher for the value of the returned items, which can be discounted only in the online store within a maximum period of 6 months from the date of issue; or the chargeback itself, through the same payment method used in the purchase.
  • After receiving all or part of the ordered products at our facilities, we will process them. If the return is confirmed, the amount will be refunded to you by the same method of payment. Refunds are only made to the account/card that originated the purchase. The refund is made within 14 days after receipt of the free will and receipt of the returned goods. In the case of a simple exchange of an article, color or size, then, after checking the availability of that product, it will be sent to the address indicated in the exchange process.

    If any of the components of the sold item is missing, or if any of them is not in excellent condition, there will be no refund of the price or shipping costs, and the product will be sent again to the initial shipping address.