Refund policy

SOS Rocha accepts return requests under the legal terms applicable to online purchases.

Right of withdrawal

Customers have 14 days after receiving their order to communicate their intention to return a product, except in cases provided for by law.

To exercise this right, please contact us through WhatsApp or Instagram, indicating the order number and the product you wish to return.

Return conditions

For a return to be accepted, the product must be:

• unused;
• in perfect condition;
• complete;
• in its original packaging;
• with seals, protections or films intact, where applicable.

Products that cannot be returned

For health, hygiene and safety reasons, we do not accept returns of sealed products that have been opened after delivery.

This may include, among others:

• condoms;
• lubricants;
• personal hygiene products;
• lip care products;
• opened or used cosmetics;
• intimate products;
• products with the protective seal removed;
• items that cannot be resold for hygiene or safety reasons.

Damaged, incorrect or defective products

If you have received a damaged, incorrect or defective product, please contact us as soon as possible after delivery.

In these cases, we may request photos of the product, packaging and order number for review.

Where applicable, an appropriate solution will be offered, such as replacement, refund or another form of resolution.

Return costs

In cases of return under the right of withdrawal, return costs are the customer’s responsibility, unless otherwise stated.

If the return is due to an error by SOS Rocha or to a damaged/incorrect product, we will review the case and indicate the appropriate solution.

Refunds

After receiving and checking the returned product, we will inform the customer whether the refund has been approved or refused.

When approved, the refund will be issued using the same payment method used for the purchase, unless otherwise agreed.

Undelivered orders

If delivery is not possible due to an incorrect address, customer absence, lack of response or inability to contact the customer, we will get in touch to try to resolve the situation.

Contact

For return requests or questions about refunds, please contact us:

WhatsApp: +351 933 774 341
Instagram: @sosrocha.pt