Last updated: (05/01/2026)

This Refund & Returns Policy sets out the conditions under which customers may return products purchased from ACYCA, operated by Tourak Unipessoal Lda, in accordance with Directive 2011/83/EU, applicable Portuguese consumer law, and other mandatory consumer protection regulations.

1. Company Information

Tourak Unipessoal Lda
Sociedade Unipessoal por Quotas
NIPC / VAT Number: 518939901
Registered Office:
Rua Das Musas N5-2B
1990-165 Lisboa
Portugal

Customer Support: support@acyca.com

2. Scope of This Policy

This policy applies to:

  • Online purchases made through the ACYCA website

  • Consumers located in Portugal and other European Union Member States

This policy does not limit or exclude any mandatory consumer rights under applicable law.

3. Right of Withdrawal (EU Consumers)

In accordance with EU law, consumers have the right to withdraw from a distance contract within 14 calendar days without providing any reason.

3.1 Withdrawal Period

  • The withdrawal period expires 14 days after the day the consumer acquires physical possession of the goods

  • For orders consisting of multiple items delivered separately, the period starts from receipt of the last item

3.2 How to Exercise the Right of Withdrawal

To exercise the right of withdrawal, the consumer must:

  1. Notify us of the decision to withdraw from the contract within the 14-day period

  2. Send the notification by email to support@acyca.com

  3. Clearly state the intention to withdraw and provide the order reference

4. Return Procedure

After notifying us of the withdrawal:

  1. The consumer must return the goods without undue delay and no later than 14 days from the date the withdrawal was communicated

  2. The return address and instructions will be provided by our customer support team

  3. Goods must be adequately packaged to avoid damage during transport

5. Condition of Returned Goods

Returned goods must:

  • Be unused and undamaged

  • Be returned in original packaging, where applicable

  • Include all original accessories, labels, and documentation

The consumer is liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

6. Exceptions to the Right of Withdrawal

In accordance with applicable EU law, the right of withdrawal does not apply to:

6.1 Sealed Goods (Hygiene and Safety)

  • Perfumes, fragrances, and cosmetic products that were sealed and have been unsealed after delivery

6.2 Perishable Goods

  • Food products, groceries, or other goods that are likely to deteriorate or expire rapidly

6.3 Other Legal Exceptions

  • Goods made to the consumer’s specifications or clearly personalized

  • Goods which are inseparably mixed with other items after delivery

7. Refunds

7.1 Refund Assessment and Notification (Improvement #1)

Once the returned goods are received and inspected, the consumer will be notified by email regarding the approval or rejection of the refund request.

7.2 Refund Timing

  • Approved refunds will be issued within 14 days from the date the returned goods are received or from the date proof of return is provided, whichever occurs first

  • We may withhold reimbursement until the goods are received or evidence of return is supplied

7.3 Refund Method

  • Refunds are made using the same payment method used for the original transaction, unless expressly agreed otherwise

  • No additional fees will be charged for issuing the refund

8. Return Shipping Costs

  • The consumer is responsible for return shipping costs, unless:

    • The goods are defective or damaged

    • An incorrect item was delivered

    • Applicable law requires the trader to bear such costs

Original delivery charges are refunded only where required by law.

Recommended Shipping Method (Improvement #2)

For higher-value items, we recommend using a trackable shipping service or purchasing shipping insurance. This recommendation does not affect the consumer’s statutory rights.

9. Damaged, Defective, or Incorrect Goods

If the consumer receives goods that are damaged, defective, or incorrect, they must notify us without undue delay at support@acyca.com and provide reasonable evidence (such as photographs).

We will provide an appropriate remedy in accordance with applicable law, which may include repair, replacement, or refund.

10. Non-Returnable Items

For hygiene, safety, and legal reasons, the following items are generally non-returnable:

  • Unsealed perfumes and fragrances

  • Opened or used food products

  • Perishable grocery items

This does not affect the consumer’s rights in the case of defective or non-conforming goods.

11. Cross-Border Returns

  • Cross-border orders within the EU remain subject to this Refund & Returns Policy

  • Return logistics, delivery times, and costs may vary depending on the destination

  • Mandatory consumer rights remain unaffected

12. Abuse and Fraud Prevention

We reserve the right to refuse returns or refunds where there is clear evidence of:

  • Abuse of the right of withdrawal

  • Damage, tampering, or excessive use beyond what is legally permitted

  • Fraudulent or bad-faith behavior

This clause does not limit mandatory consumer rights.

13. Statutory Consumer Rights

This Refund & Returns Policy does not limit, exclude, or affect any rights granted to consumers under:

  • EU consumer protection law

  • Portuguese consumer law

14. Contact

For questions regarding returns or refunds, please contact:

support@acyca.com