If you’d like to try an alternative to classic porcelain, then Tonda is the perfect complement to your home.
This return policy is based on current legislation and may be updated without prior notice.
You have the right to withdraw from the contract without incurring any costs (other than the cost of returning the product [s]) and without having to give any reason, within 14 (fourteen) days from the day on which you, or a third party indicated by you (other than the carrier), gain physical possession of the product (s).
Accordingly, if you exercise your right of withdrawal, any purchase made in the store may be returned within that 14-day limit after it is received. After this period, we will be unable to offer you a refund or exchange.
If you wish to exercise your right of withdrawal, you must complete and submit an unambiguous declaration of contract termination. Within the period mentioned above, you may request a Withdrawal Form by contacting the store or explicitly state your intention to withdraw via email to hello@mynameisrose.com.
Your email should include the following details:
Once we receive your withdrawal request, we will reply as soon as possible to arrange collection of the product(s).
Items must be in the same condition in which they were delivered. They must be returned in their original packaging, with no signs of misuse or mishandling.
In order for the return process to be completed, it will be necessary to include the purchase invoice, proof of payment and the return form.
The value of the product(s) and delivery costs will be reimbursed in full within 14 days of the date on which we are informed of the decision to withdraw.
My Name is Rose is not obliged to reimburse additional return costs such as a different and more expensive method of collecting the product(s) than the one presented by us. In the event that My Name Is Rose requests collection of the product(s) from the customer, the refund process will begin upon receipt of the product(s). The customer will be notified of this process by hello@mynameisrose.com.
The refund will be made using the same payment method used by the customer for the initial payment, except in situations where there is an express agreement and the customer does not incur any costs as a result of the refund.
If you do not receive your refund within the specified period, please check your bank account again. If you still can’t confirm that the amount has been deposited, please also contact your bank manager. If you still have no feedback, please contact the bank. After these steps, you can contact us on +351 927 426 847.
An exchange of items is only accepted when the order is defective, incomplete, incorrect or damaged during delivery. If you wish to exchange an item, please contact us by e-mail at the following address: hello@mynameisrose.com,
The item should be sent to the following address:
AV. BEIRA MAR Nº 3057, 2ºDrt, 4400-382 VILA NOVA DE GAIA
If the item has been gifted, it will only be accepted for exchange on presentation of the gift receipt.
The shipping costs initially paid will be included in the amount to be refunded, as provided for in the legislation in force in Decree-Law no. 24/2014.
If the customer wishes to use a different method of collection from that defined by My Name Is Rose, the customer will be responsible for paying the additional shipping costs for returning the product to the store, whether for return or exchange purposes.
We cannot guarantee that items will be returned or that they will arrive in the same condition as when they were sent.
In the case of an order delivered abroad, the return process is based on the above conditions.
