Exchange, Returns and Cancellation Policy

The customer may cancel their order as long as it has not yet been processed, directly through the customer account area. Once the order has been processed, cancellation is no longer possible, and the customer may instead request an exchange or return under the terms set out below.

At Fortes, we want you to have the best possible experience shopping with us online. That's why we guarantee your right of withdrawal, in accordance with Portuguese legislation on e-commerce and consumer rights.

You have the right to return products purchased on our website within a 15-day period, counted from the date you received the items, with no need to justify your decision.

To exercise your right of return, you must submit your request directly through the customer account area, within the 15-day period referred to above. After submitting your request, please wait to be contacted by our team with instructions on how to send the products back, which must be returned:

a) sealed as they were at the time of shipping, with no signs of use or handling; b) keeping their original characteristics and tags intact; c) complete, together with all the material that accompanied the original order.

We reserve the right to refuse the return of any products that do not meet the return conditions described above, at our sole discretion.

Any exchange or return request must include the corresponding proof of defect, where applicable.

The direct costs of the return are the customer's responsibility, except where the products are defective or were shipped incorrectly.

Once we receive the returned products and confirm that they are in suitable condition, we will process the corresponding refund.

The refund of the amount paid will exclude the initial shipping costs.

The amount to be refunded will be returned within a maximum of 14 business days and will be made using the same payment method used for the purchase, except where the payment method was Multibanco or MB WAY. In that case, together with the signed credit note, the customer must provide the IBAN to which the refund transfer should be made.