Refund policy

Return, Cancellation and Damage Policy

1. Nature of our products
All photographic prints sold on this shop are produced to order and made according to the customer’s selected artwork, size, finish, framing or other chosen specifications. For that reason, these items are treated as made-to-order / personalised goods. Under applicable EU and Portuguese consumer rules, goods made to the consumer’s specifications or clearly personalised do not benefit from the ordinary right of withdrawal for distance sales.

2. No returns for change of mind
Because our prints are made to order, we do not accept returns, revocations, or refunds for: change of mind, ordering by mistake, preference changes, colour/finish expectations not caused by a defect, or any other reason unrelated to damage, defect, or non-conformity. Unwanted made-to-order items are not returnable.

3. Cancellation requests
A cancellation request may be made immediately after purchase, but it is only effective if we are able to stop the order before production begins. Once an order has entered production, cancellation is no longer guaranteed and product costs may still be charged. Orders cannot be changed once they are in automatic production, except where we expressly confirm that a limited amendment is still possible.

4. Address changes
Customers are responsible for providing a complete and accurate shipping address at checkout. If you notice an address error, contact us immediately. We will try to update the address before dispatch, but we cannot guarantee changes once the order has progressed in production or shipping. If an incorrect address causes reshipping, return, loss or a replacement order, the additional costs may be charged to the customer.

5. Damaged, defective or incorrect items
If your order arrives damaged, defective, or incorrect, contact us as soon as possible after delivery and send:

- your order number;
- a description of the issue;
- clear photographs of the item;
- clear photographs of the packaging.

Where reasonably possible, please keep all packaging materials until the claim is resolved. In transit-damage cases, photographing the parcel and contents promptly helps us investigate and arrange the appropriate remedy. Depending on the case, the remedy may be a replacement, reprint, repair, refund, partial refund, or other appropriate solution.

6. Do not return items without authorisation
Do not send items back without our prior written instructions. Returns must not be sent to the fulfilment laboratory, production partner, or the sender address shown on the parcel unless we specifically instruct you to do so. For some suppliers, unwanted items are not accepted at all, and damaged or incorrect items may need to be collected or reviewed on a case-by-case basis. If a return is authorised, we will provide the correct return instructions and address.

7. Return shipping costs
Where the problem is due to damage, defect, production error, or shipment of the wrong item, we will handle the matter in accordance with applicable law and the circumstances of the case, including covering return or replacement costs where appropriate. Where a customer seeks a refund or return for any reason not attributable to defect, damage, or our error, any costs would be the customer’s responsibility, if such a return is accepted at all.

8. Statutory rights
Nothing in this policy limits any mandatory rights you may have under applicable consumer law in relation to goods that are defective, damaged, or not in conformity with the contract.

Contact for claims and cancellation requests
Please contact us at: info@abengcascais.com
Authorised return address, where applicable: provided only after written approval by us.