Effective Date: August 1, 2026
This Refund and Returns Policy applies to all purchases made through the official e-commerce platform of LIVRARIA FERIN, LIMITADA, located at www.livrariaferin.com. We are dedicated to delivering durable, stylish office essentials that organize your desk neatly, streamline your workflow and make every workday far more pleasant, and this policy lays out clear, fair rules for all post-purchase scenarios to protect the legitimate rights of both our valued customers and our business. All terms outlined below are strictly enforced, with explicit provisions to strictly prohibit all unsupported sole full or partial refunds without the corresponding return of purchased items. By placing an order on our website, you confirm that you have read, fully understood, and agreed to abide by all the clauses stated in this policy.
1. Eligible Circumstances for Returns
We only accept return requests that fall strictly into the following valid categories, per our publicly stated service commitments:
- If the stationery items you receive are physically damaged, broken, or have obvious manufacturing defects that impact normal usage.
- If you receive the wrong product that does not match the exact item you selected and paid for on [www.livrariaferin.com].
- If the product you receive is missing key functional components that are supposed to be included in the original official product packaging.
All our folders are made of high-quality thick material that resists water and daily wear well, and our product listings have clear, detailed descriptions and real reference images. We do not accept return requests submitted for personal preference reasons, including but not limited to changed mind after purchase, dissatisfaction with product appearance that does not deviate from the official listing, or inability to use the product due to personal misoperation.
You must submit your valid return application within 7 calendar days from the date you sign for receipt of your order. Our dedicated support team will review your application within 24 hours after you send us clear photos or short videos that prove the product’s defect, damage or error. You can contact our support team at unflow@livrariaferin.com to submit your application, or reach out via phone at +(351) 21 030 5590 during our business hours. Our physical mailing address for related correspondence is Rua Nova do Almada, 70, 1200-289 Lisboa, Portugal, located in Lisboa, Portugal.
2. Explicit Prohibition on Unsupported Only-Refund Requests
This clause is the core foundation of this policy: we never process any sole “only refund” requests that require us to provide a full or partial refund without the customer returning the physical purchased items to our designated return address. We will not approve any request that asks for a refund while the customer retains full possession and usage of the stationery products they ordered, under any circumstances outside of extreme unforeseen logistics accidents verified by our official logistics partners.
All eligible after-sales resolutions, including the free replacement and full refund offers we advertise on our website, are premised on the successful return of the relevant product to our warehouse. No customer is qualified to obtain a refund from our team without completing the product return process. Any attempt to request an only-refund without returning items will be considered a violation of our purchase agreement, and we reserve the right to reject such requests permanently.
3. Processing Flow for Approved Returns
Once your return application is approved by our support team, we will send you the clear designated return address, as well as a free pre-paid shipping label that covers 100% of the return shipping cost. You only need to safely pack the returned item (with all original packaging, accessories and tags intact), affix the provided shipping label to the outer parcel, and drop it off at the nearest official pickup point of our cooperating logistics provider. No extra hidden fees will be charged to you at any step of this process.
Our warehouse team will inspect all returned items within 48 hours after we receive your parcel. If the returned product meets all return eligibility standards, you can choose one of the two official resolution options we provide:
- Free brand-new replacement: We will arrange for a brand-new qualifying unit of the same product to be shipped to your designated address, with the standard 3-7 business day shipping timeline applicable.
- Full refund: We will process a 100% refund for the full amount of the relevant order, which will be returned to your original payment method (the major credit card or mainstream digital wallet you used to place the order) within 5-10 business days after our inspection is completed.
We do not offer partial refunds under any general circumstances, except for scenarios specifically approved by our senior management after in-depth verification of exceptional situations.
4. Exceptions and Special Notes
For customers who have ordered our exclusive bulk corporate purchases that qualify for our exclusive bulk discounts for corporate purchases, the return policy still applies to individual defective units within the bulk order, but no entire bulk order returns or only-refund requests for the full bulk amount will be accepted, unless the entire batch of products has verified quality issues that affect normal usage.
If you have already modified your order within 2 hours after placing it before it enters the packing process, you cannot submit a return request for the items you explicitly added or modified voluntarily later, unless those specific new items have manufacturing defects covered under our eligible return rules. If you have already received your order delivery notification via your registered official email or your account order page, the return timeline starts from the exact delivery date marked on the logistics tracking record.
If you have any questions about our Refund and Returns Policy, you can contact our dedicated support team at any time, and we will provide you with a clear, detailed response within 1 business day. This policy forms a binding supplementary agreement to our website Terms of Service, and any unmentioned situations will be resolved in accordance with applicable local consumer protection regulations in Portugal.