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1. Reservation - Goods Receipt

For good practice and proper functioning of the Exchanges and Returns system, prior certification of receipt of the goods and confirmation of the entire order is essential.

It is the responsibility of the customer to check the packaging and products immediately after receiving the goods, and he is bound by the obligation to make a reservation if he encounters damage and/or tampered packaging.


In order to avoid that many of the complaints made are not accepted by the carrier/insurer and we find ourselves unable to insure you partially or totally, we request that, when delivering the goods, you immediately check whether it has visible damage or if there is any missing product, placing this note in the field of reservations, in the waybill, in case of anomaly. The same anomaly will have to be exposed in detail and in writing, as merchandise reservations subject to confirmation or oral reservations are not valid for us as proof.


2. Exchange and Return Processing

To request an exchange/return request, it is imperative that you follow the following steps:

Send us an email to livreessencia@gmail.com describing in detail the problem, defect or reason for the request.

Whenever possible, send us photos that show the defects of the product.

SoSexy reserves the right not to make the Exchange or Return if the Process is not followed.

3. Specifics of Exchanges and Returns


Right of Free Resolution

Under the terms of Decree-Law nº 24/2014, of February 14, the customer may exchange or return the product up to 14 days after the shipment of his order, provided that the product and its packaging are in the original shipping state. For this purpose, the customer must communicate to SoSexy the decision to terminate the contract by means of an unequivocal statement (for example, letter or email to livreessencia@gmail.com).

Please be careful when trying out the products, as your right to return is only valid if the returned products are new, in the condition in which they were purchased, unused and unaltered. SoSexy reserves the right to refuse the return, if there are indications that the procedure has not been complied with.

Return costs are the responsibility of the customer.


Return in case of defective products

- If a purchased product is defective or does not look or function as advertised, we will repair it, replace it free of charge or issue your full refund, depending on the situation.

- It should include, whenever possible, photos showing manufacturing defects.

- The customer can only request a total or partial refund in cases where it is not possible to repair or replace the item within a period of 30 days.

- You may not be entitled to a refund if it is a minor issue (eg a scratch).

- You must report the defect within 30 days after the defect is known. (cfr 916.º CC).

- In the six months following the delivery of the item, you must demonstrate to us that the item has a defect or that it does not correspond to what was advertised.

- After these six months, you will have to prove that the defect already existed at the time of receipt of the good.

Sole paragraph: Common tests to be carried out before proceeding with the return:

For electronic products, check/change the batteries. Batteries are a consumable, therefore, we are not responsible for the non-functioning of the product, related to their wear.


Exclusions to the Right of Free Resolution

Without prejudice to the exercise of rights arising from the legal guarantee of consumer goods, the following types of products are excluded from the right of free withdrawal, for reasons of health and hygiene:

“Lingerie” and all kinds of underwear, socks and tights, beauty products, cosmetics and personal hygiene, food supplements, vitamins and all products for intimate use.


Procedure for the Return of Defective Products.

You must wait for approval of the shipment or collection appointment.

After authorizing the return, you must send the defective merchandise to our address, or wait for the collection to be scheduled. Once we receive it, specialized personnel will assess the problem.


Only and only in the case of a defective item, will we bear the costs of sending the goods back. Otherwise, we are not responsible for the costs of returning the product. If we have carried out the collection and after analysis, the defect does not appear, we will charge the cost of the collection.


4. Warranty

Under the terms of Decree-Law No. 67/2003, of April 8th, amended by Decree-Law No. 84/2008, of May 21st, the supplied products may benefit from the 2-year conformity guarantee period from the date of date of its delivery to the customer.


In case of any doubt, you can always contact 220 963 763 (cost of calling to the national fixed network), from Monday to Friday from 2 pm to 6 pm (these times are subject to change).


5. Litigation

In the event of a dispute, the consumer may resort to a Consumer Dispute Resolution Entity:

Under the terms and for the purposes of the provisions of art. 18.º, nº 1 of Law nº 144/2015, of 8 September, it is informed that the competent alternative dispute resolution entity to which the consumer can resort is:

CICAP - Consumer Arbitration Court

Rua Damião de Góis, 31, Store 6

4050-225 Porto

Phones: +351 22 550 83 49 / +351 22 502 97 91

fax: +351 22 502 61 09

email: cicap@cicap.pt


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