Política de reembolso
Return and Refund Policy
Last updated: August 28, 2026
This Return and Refund Policy explains the conditions applicable to cancellations, returns, refunds, damaged products and products that do not conform to the order.
Nothing in this Policy limits or excludes any mandatory consumer rights that may apply under the laws applicable to your purchase.
1. Right of Withdrawal for EU Consumers
If you are a consumer and purchase goods online from MimoArt within the European Union, you generally have the legal right to withdraw from the purchase within 14 calendar days, without giving any reason.
For goods, the 14-day period begins on the day after you, or a third party indicated by you other than the carrier, receive physical possession of the goods.
If several goods from the same order are delivered separately, the withdrawal period begins after receipt of the last good.
If a product consists of several lots or parts delivered separately, the withdrawal period begins after receipt of the last lot or part.
To exercise your right of withdrawal, you must inform us of your decision before the 14-day period expires.
You may do so by email at:
You may use the Model Withdrawal Form included at the end of this Policy, but use of that form is not mandatory. Any clear and unequivocal statement communicating your decision to withdraw is sufficient.
2. Customers Outside the European Union
MimoArt does not provide a general voluntary change-of-mind return right for customers outside the European Union unless expressly stated otherwise.
However, customers outside the European Union may have cancellation, return, refund or other consumer rights under mandatory laws applicable in their country or region.
Where such mandatory rights apply, MimoArt will respect them in accordance with applicable law.
This provision does not affect your rights if a product is defective, damaged, incorrect or otherwise does not conform to the contract.
3. Returning Goods After Exercising the Right of Withdrawal
If you validly exercise a right of withdrawal, you must return the goods without undue delay and, where EU withdrawal rules apply, no later than 14 calendar days after informing us of your decision to withdraw.
Before sending an item back, please contact us at geral@mimoart.pt so that we can provide the appropriate return instructions and help ensure that the return can be correctly identified.
Unless otherwise agreed, returns should be sent to:
Caetano1927, Lda. / MimoArt
Rua Cabedo e Lencastre, Recardães
3750-177 Aveiro
Portugal
Contacting us before shipping the return helps us process it efficiently. This does not limit your statutory right to exercise withdrawal through any clear statement within the applicable legal period.
4. Condition of Returned Goods
During the withdrawal period, you may inspect and handle the product only to the extent reasonably necessary to establish its nature, characteristics and functioning, in a similar way to how you could reasonably inspect a product in a physical shop.
You may be responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary for this purpose.
Where possible, please return the product with its original packaging, accessories and any materials supplied with it.
The original packaging is strongly recommended, particularly because many MimoArt products are handmade and fragile and require appropriate protection during transport. However, the absence of original packaging does not, by itself, remove a statutory right of withdrawal.
The customer is responsible for packaging a returned item adequately to prevent avoidable damage during return transport.
5. Return Shipping Costs for Change-of-Mind Returns
Where a return is made solely because you have changed your mind and you are exercising the statutory right of withdrawal, the direct cost of returning the goods is borne by the customer, unless MimoArt expressly agrees to bear that cost or applicable law provides otherwise.
We strongly recommend using a tracked shipping service, particularly for international returns and fragile products.
The customer remains responsible for choosing appropriate packaging and a suitable return transport service.
This section does not apply in the same way where an item is defective, damaged, incorrect or otherwise not in conformity with the contract.
6. Handmade Products
MimoArt products are handmade, hand-finished or incorporate handmade elements.
Because of the nature of artisanal production, individual pieces may have small variations in characteristics such as colour, texture, wood grain, modelling, brushwork, shape, pattern or finishing.
Such variations are part of the handmade nature and individuality of the product and do not, by themselves, constitute a defect or lack of conformity.
Product photographs and descriptions are intended to represent each item as accurately as reasonably possible. Differences caused by lighting, photography or screen settings may also occur.
This section does not affect your statutory rights where a product is genuinely defective, damaged or materially different from its description.
7. Custom and Personalised Products
The statutory right of withdrawal does not apply, where permitted by applicable law, to goods made to the consumer's specifications or clearly personalised.
This may include non-prefabricated products made on the basis of an individual choice or decision by the customer, or products personalised specifically for that customer, for example through names, dates, wording, dimensions or other individually requested characteristics.
A product is not automatically excluded from the right of withdrawal merely because it is handmade or produced after an order is placed.
Where a product is simply made after ordering but is a standard MimoArt product and has not been made according to the customer's individual specifications or clearly personalised, the statutory personalised-goods exception may not apply.
The product description or ordering process may identify when an item is custom-made or personalised.
8. Sale and Promotional Items
Purchasing an item at a discounted or promotional price does not, by itself, remove any mandatory right of withdrawal or other statutory consumer right.
Where the statutory right of withdrawal applies, an eligible sale or promotional item may therefore still be returned within the applicable period, unless another legal exception applies, such as the exception for goods made to the consumer's specifications or clearly personalised.
For customers outside jurisdictions where a mandatory change-of-mind return right applies, sale items remain subject to the general return conditions stated in this Policy.
9. Gift Cards
Gift cards are subject to any mandatory consumer rights applicable to their purchase and use.
Where a statutory right of withdrawal applies to an unused gift card, that right will be respected in accordance with applicable law.
Once a gift card has been fully or partially redeemed, cancellation or reimbursement may be limited to the extent permitted by applicable law.
This section does not affect any mandatory consumer rights that cannot legally be excluded.
10. Damaged, Defective or Incorrect Products
Please inspect your order as soon as reasonably possible after delivery.
If the product arrives damaged, if you receive the wrong product, or if you believe the product is defective or does not conform to what you ordered, please contact us as soon as possible at:
When possible, please provide your order number, a description of the problem, photographs of the product and, where transport damage is involved, photographs of the internal and external packaging and the shipping label.
This information helps us assess the issue and, where appropriate, submit a claim to the carrier.
Failure to notify us immediately upon delivery does not remove any mandatory legal rights you may have in relation to defective, damaged or non-conforming goods.
11. Legal Guarantee and Lack of Conformity
The right of withdrawal described above is separate from your statutory rights relating to defective or non-conforming goods.
Where Portuguese consumer law applies, MimoArt is responsible for a lack of conformity that becomes apparent within three years from delivery of a new good, subject to the conditions established by applicable law.
Depending on the circumstances, the consumer may have the right to have the goods brought into conformity through repair or replacement and, in the situations provided for by law, to a proportionate reduction in price or termination of the contract.
Any repair or replacement required under applicable consumer law will be carried out free of charge to the consumer, including the necessary costs associated with bringing the product into conformity.
Nothing in this Policy limits the statutory legal guarantee or other mandatory rights applicable to defective or non-conforming goods.
12. Exchanges
MimoArt does not generally operate a direct exchange system for change-of-mind returns.
If you wish to purchase a different product, please contact us. In most cases, the simplest procedure will be to return the original eligible item in accordance with this Policy and place a separate order for the new product.
This does not affect any statutory right to replacement where a product is defective or otherwise not in conformity with the contract.
13. Refunds Following Exercise of the Right of Withdrawal
Where you validly exercise the statutory right of withdrawal, MimoArt will reimburse the payments received from you in accordance with applicable law.
Where EU withdrawal rules apply, the refund will include the amount paid for the returned goods and the cost of the least expensive standard delivery method offered by MimoArt for the original purchase, where applicable.
If you expressly selected a more expensive delivery method, such as an express or premium service, MimoArt is not required to reimburse the additional amount exceeding the cost of the least expensive standard delivery option.
Refunds will normally be made using the same payment method used for the original transaction unless another method is expressly agreed and does not result in additional costs to you.
Where EU withdrawal rules apply, the refund will be made without undue delay and no later than 14 calendar days after we are informed of your decision to withdraw.
However, unless MimoArt has offered to collect the goods, we may withhold reimbursement until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first.
After MimoArt issues a refund, your bank, card issuer or payment provider may require additional processing time before the funds become visible in your account.
14. Refunds for Defective, Damaged or Incorrect Products
Returns resulting from a defective, damaged, incorrect or otherwise non-conforming product are not treated as ordinary change-of-mind returns.
Where MimoArt is legally responsible for the lack of conformity, the customer will not be required to bear costs that applicable consumer law requires the seller to cover.
Depending on the circumstances and applicable law, the appropriate remedy may involve repair, replacement, price reduction or termination of the contract and refund.
Where return of the product is required because of a lack of conformity attributable to MimoArt, the applicable return costs will be borne by MimoArt where required by law.
15. International Returns and Customs
Customers returning products from outside Portugal must follow the return instructions provided by MimoArt and comply with any customs procedures applicable to returned goods.
For voluntary or change-of-mind returns where the customer is responsible for return costs, the customer is also responsible for any associated customs formalities or charges to the extent permitted by applicable law.
Returned goods should be correctly identified as returned merchandise where appropriate and in accordance with the requirements of the relevant customs authorities.
If a return results from an error, defect or lack of conformity attributable to MimoArt, costs and procedures will be handled in accordance with the mandatory consumer law applicable to the transaction.
16. Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
If the order can still be cancelled, we will confirm the cancellation and arrange any applicable refund.
For custom or personalised products, cancellation may not be possible once production has begun or where the statutory exception for goods made to the consumer's specifications or clearly personalised applies.
Nothing in this section removes any mandatory right of withdrawal that applies to the transaction.
17. Contact
For questions about returns, refunds, damaged products, cancellations or this Policy, please contact:
Caetano1927, Lda. / MimoArt
NIF/NIPC: PT 514 792 230
Rua Cabedo e Lencastre, Recardães
3750-177 Aveiro
Portugal
Email: geral@mimoart.pt
18. Model Withdrawal Form
You may use the following form if you wish to exercise a statutory right of withdrawal. Use of this form is not mandatory. You may also contact us using any other clear statement communicating your decision to withdraw from the contract.
To:
Caetano1927, Lda. / MimoArt
Rua Cabedo e Lencastre, Recardães
3750-177 Aveiro
Portugal
Email: geral@mimoart.pt
I/We hereby notify you that I/We wish to withdraw from my/our contract for the purchase of the following goods:
Product(s):
Order number:
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s):
(only required if this form is submitted on paper)
Date: