Refund policy

Last updated: August 23, 2026

This Policy explains how to request the return of an item purchased from babalu.pt, how refunds are handled and what rights apply when a product is defective, damaged or non-conforming.

The selling entity is Luís Miguel da Costa Ferreira, NIF/VAT PT219263752, which operates under the brand name BABALU Fishing Tackle, hereinafter referred to as “BABALU”.

This Policy complements the Terms of Service and does not limit any mandatory consumer rights provided for in applicable legislation.

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1. RIGHT TO FREE RESOLUTION IN THE EUROPEAN UNION AND THE UNITED KINGDOM

If you are a consumer residing in the European Union or the United Kingdom, you have, as a rule, 14 consecutive days to communicate your decision to terminate the contract, without needing to give a reason.

The period begins on the day following that on which the customer, or a third party indicated by them other than the carrier, acquires physical possession of the goods. If a single order is delivered in several shipments or batches, the deadline begins, as a rule, on the day following receipt of the last item, batch or component.

To exercise this right within the deadline, simply send an unequivocal statement to hello@babalu.pt. You can use the model form included at the end of this Policy, although its use is not mandatory.

After communicating the resolution, you must return the goods within the applicable legal deadline, normally within 14 days. BABALU will send instructions and confirm the return address. Do not send items without receiving these instructions in advance, as the return address may vary depending on the product, the market and the location responsible for processing.

2. COMMERCIAL RETURN IN OTHER MARKETS

For purchases made by consumers in the United States and Canada, including Quebec, BABALU accepts change of opinion return requests communicated within 14 calendar days after delivery, as an additional commercial condition, unless a mandatory local rule grants more favorable rights.

In Quebec, certain distance purchases may also be canceled in the cases and deadlines set out in provincial legislation, namely when mandatory information is missing, an adequate copy of the contract is not provided or delivery does not occur within the legally required terms. These legal rights remain fully applicable.

The commercial return provided for in this section does not replace or reduce legal rights relating to defective, damaged, unsafe, incorrect or non-conforming products.

3. HOW TO REQUEST A RETURN

Before submitting any article, contact hello@babalu.pt and indicate:

• customer name;
• order number;
• item and quantity to be returned;
• reason for return;
• photographs of the item, packaging and shipping label, when there is damage, defect, incorrect item or other anomaly.

BABALU will respond with applicable instructions, the correct address and, when available, an indication of the return label or carrier. Items sent without authorization or to an address other than that indicated may be delayed or returned to the sender.

4. STATUS OF RETURNED ITEMS

During the legal period of free resolution, the consumer may examine the item only to the extent necessary to determine its nature, characteristics and functioning, in a similar way to what would be reasonably permitted in a physical store. The consumer may be responsible for the decrease in value resulting from handling that exceeds this limit.

Whenever reasonably possible, the item must be returned with the packaging, labels, accessories, instructions and other components received. The absence or opening of the original packaging does not in itself eliminate a legal right to free resolution, but damage, excessive use, missing components or alteration of the product may justify a legally permitted deduction.

In commercial returns that do not result from a mandatory legal right, BABALU may require that the item be unused, clean, complete and in a condition to be resold.

Hooks and other articles with potentially sharp points, edges or components must be stored securely. Fishing line that has been cut, substantially unwound, assembled or used may present a decrease in value or no longer meet the conditions for commercial return, without prejudice to rights relating to defects or lack of conformity.

5. RETURN COSTS

When the return is solely the result of a change of opinion, the customer bears the direct cost of the return, provided this is permitted by applicable law and this information has been made available to him. If BABALU provides a prepaid label, the respective cost may be deducted from the refund, but only when this is indicated in advance and legally permissible.

When the return results from an incorrect, defective, damaged during transport or non-conforming item, BABALU will bear the necessary and reasonable return costs, in accordance with applicable legislation. Always wait for instructions before hiring a transport service.

6. DAMAGED, INCORRECT OR NON-CONFORMING ITEMS

Check the order immediately after delivery. If you receive a damaged, incorrect, incomplete, unsafe or apparently non-conforming item, please contact BABALU as soon as possible at hello@babalu.pt.

Do not use an item that may present a safety risk. Keep the product, packaging and shipping documentation until instructed. BABALU will assess the situation and provide the legally appropriate solution, which may include repair, replacement, price reduction or termination of the contract and refund, depending on the case and applicable legislation.

Consumers benefit from the legal guarantees of conformity applicable in the respective market. In Portugal, new movable goods benefit, as a rule, from the legal guarantee provided for in the legislation on the sale of consumer goods. See also the Legal Guarantee and Compliance page. These rights are independent of the right to refund due to change of opinion.

7. EXCEPTIONS TO THE RIGHT OF FREE RESOLUTION

The right to free resolution may not apply in the cases provided for in applicable legislation, including, when relevant:

• goods produced according to customer specifications or clearly personalized;
• sealed goods that cannot be returned for reasons of health protection or hygiene after the seal has been removed, when this exception is legally applicable;
• services fully executed after express prior consent and recognition of the loss of the right of withdrawal, when applicable.

A promotion, discount or price reduction does not eliminate the consumer's legal rights. Any exception will be interpreted strictly and will never waive rights relating to defects, damages, security or lack of conformity.

8. EXCHANGES

To avoid incorrect stock reservations, the quickest way to obtain another size or product is to request the return of the eligible item and place a new order. If BABALU offers a direct exchange in a specific case, it will confirm in advance the respective instructions, availability and possible differences in price or shipping.

9. REFUNDS

When there is a legal right to free resolution, the refund will be made within the period provided for in applicable legislation. In the European Union, BABALU will, as a rule, refund payments received, including the cost of the least expensive standard delivery method available for the order, up to 14 days after being informed of the withdrawal decision. BABALU may withhold the refund until it receives the goods or proof of their shipment, whichever comes first, when the law allows it.

Additional costs resulting from choosing a more expensive delivery method than the least expensive normal delivery are not reimbursed, unless legally required or otherwise agreed.

For commercial returns outside of a mandatory legal right, the refund is normally processed within 10 working days after receipt and verification of the item. The period required for the amount to become available depends on the bank, card issuer or payment provider.

The refund will be made using the original payment method, unless expressly agreed by the customer, legitimate technical impossibility or different legal rule. Store credit will only be used in lieu of a monetary refund with the customer's agreement or when the law allows.

10. ORDERS RETURNED TO ORIGIN OR UNCLAIMED

If an order is returned to origin due to incorrect or incomplete address, unjustified refusal, repeated absence or failure to collect, BABALU will contact the customer. New shipping costs and reasonable costs actually incurred may be charged, when legally permissible. This rule does not apply when the failure is attributable to BABALU, the carrier or results from the valid exercise of a legal right.

11. FREE RESOLUTION MODEL FORM

Please fill out and send this form only if you wish to terminate the contract. You can email it to hello@babalu.pt.

12. CONTACT

To initiate a return or clarify a question about this Policy, please contact:

BABALU Fishing Tackle
Operator: Luís Miguel da Costa Ferreira
NIF/VAT: PT219263752
Avenida do Atlântico, No. 16, Office 2.01
1990-019 Lisbon, Portugal
Email: hello@babalu.pt
Website: https://babalu.pt