Refund policy

EXCHANGES AND RETURNS
WHAT TO DO AT DELIVERY:
Check if the package is in perfect condition.
In case of non-compliance (e.g., package showing signs of tampering), you should refuse the delivery. SWEET PANAME regrets any inconvenience caused, but these measures must be taken to protect customers from potential fraud.

HOW TO MAKE AN EXCHANGE OR RETURN?
If the product does not meet your expectations or has visible defects, you have a 30-day period (from the delivery date of the order) to easily make an exchange or return with SWEET PANAME. Simply follow these steps:

  1. Log in to your account.
  2. In the “Orders” menu, select “Request Return.”
  3. Fill out the form and confirm your return intention.
  4. Place the item(s) in a properly sealed and wrapped package (you can use the SWEET PANAME box that was used for delivery), along with the duplicate invoice, and send to:
    Av 25 de abril n33 2dto tras
    3830-044
    Ilhavo, Portugal
    For exchanges or returns, only the value of the item(s) will be refunded, excluding shipping costs.

SWEET PANAME accepts exchanges or returns provided that the items:

  • Have not been used or show signs of use;
  • Have the original tag and box;
  • Are in perfect condition for sale, respecting the condition in which they arrived to the end customer. Returns must always be made by mail, following the steps described above. Return shipping costs are borne by the customer. Refunds, if desired, will always be processed using the same payment method.

REFUNDS
In case of an exchange or return, the customer is refunded for the value of the item(s) using the same payment method used, excluding shipping costs.
You should ensure that your IBAN information is up-to-date for SWEET PANAME to process the refund. SWEET PANAME is committed to refunding the customer within 5 business days from the arrival of the returned item.