For an item to be considered eligible for exchange or return, it must meet all the requirements mentioned below, without exception:

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• Remain in perfect saleable condition, without any signs of use, as received;
• Include all original accessories and tags;
• Include your box or protective packaging.
• No more than 14 (fourteen) days must have passed from the delivery date at the destination address to the creation date of the shipping label, if it is a return, or email communication, if it is an exchange.

If you wish to exchange the received item for a different model or size whose current value is equal to or less than the amount paid, LISABONA facilitates the process at no additional cost. The instructions to make an exchange are:

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1. Ensure that the product meets the requirements mentioned above.
2. Send an email to suporte@lisabonastreetwear.pt with the order number and the word "exchange" in the subject.
3. In the body of the email, indicate the desired item and size (this should have a current value equal to or less than the value of the originally purchased item).
4. Wait for the shipment of a free shipping label (average time 48 hours).
5. Include the duly completed return form inside the package or box of the item.
6. Pack it in the cardboard box where you received the order or in a similar one.
7. Drop off the package at a CTT point.
8. Wait for the package to be received at our facilities and new information regarding the replacement order, which will be sent by email within 3 business days after receiving the returned package.

If the customer wishes to return an item, the shipping cost is the customer's responsibility. In this case, they must:

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1. Ensure that the product meets the requirements mentioned above.
2. Include the duly completed return form inside the package or box of the item.
3. Pack it in the cardboard box where you received the order or in a similar one.
4. Send the item.
5. Wait for the refund to be issued, available within 10 business days after the package is received at our facilities, made through the original payment method.

NOTE:

• The shipping costs will not be included in the refund amount, except if the item is defective or is not the correct item.
• If the item is defective or incorrect and you wish to proceed with a return/exchange, you can request a shipping label provided by us upon communication of the issue with photographic and descriptive evidence of the problem to suporte@lisabonastreetwear.pt

If you have any additional questions, please contact us at the following address: suporte@lisabonastreetwear.pt