Garments from CustomOutfit.ai are personalised and made on demand. This Policy explains your rights, what we cover, and how to claim. It forms part of our Terms of Service and does not limit your mandatory consumer rights.
Under Article 17(1)(c) of Decree-Law 24/2014, the 14-day right of free withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. As each item is printed to your Design once you order, this exclusion applies. Your statutory rights for defective or non-conforming goods remain fully intact.
Email [email protected] within 30 days of delivery with: (a) your order number, (b) one or more clear photos showing the issue (and the shipping label for transit damage), and (c) a short description. For a faulty or wrong item we will not normally ask you to return it; if a return is needed, we provide a prepaid label.
For a valid claim you are entitled, free of charge, to a replacement or — where replacement is impossible, disproportionate, or not done within a reasonable time — a full refund of the item and its shipping. We aim to resolve valid claims within 5 business days of receiving your evidence.
Refunds are issued to your original payment method via Stripe. Once approved, your bank typically posts the refund within 5–10 business days.
Independently of this Policy, you benefit from the conformity guarantee under Decree-Law 84/2021: the seller is liable for lack of conformity that becomes apparent within the legal period (generally up to 3 years for movable goods, with the statutory presumption period). The hierarchy of remedies (repair or replacement, then price reduction or contract termination) and time limits set by that law apply.
Please contact us before initiating a payment dispute; we will almost always resolve a genuine issue faster directly.
We currently ship only within the EU/EEA.
[email protected] · Solarisflux Unipessoal Lda, Braga, Portugal.