Refund policy

Returns & Refunds Policy

We hope your order arrives as expected. If you need to request a return, please contact us at hello@theoffhoursproject.com within 14 days of receiving your order.

To be eligible for a return, your item must be unused, unwritten in, undamaged and in its original packaging. You will also need your order confirmation or proof of purchase.

To start a return, contact us at hello@theoffhoursproject.com with your order number and reason for return. If your return is accepted, we will send instructions on how and where to send your package.

Items sent back without first requesting a return will not be accepted.

Returns should be sent to:

Loja 12, Quinta Shopping
Quinta do Lago
8135-024 Almancil
Faro, Portugal

Return Shipping

Customers are responsible for return shipping costs, unless the item is faulty, damaged or incorrect.

We recommend using a tracked shipping service, as we cannot be responsible for returns that are lost in transit.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives. If your item is damaged, faulty or incorrect, contact us as soon as possible at hello@theoffhoursproject.com with your order number and photographs of the issue.

We will review the issue and, where appropriate, arrange a replacement, repair, refund or another suitable solution.

Non-Returnable Items

We cannot accept returns for items that have been used, written in, damaged after delivery or returned without their original packaging.

If your order includes any personalised or custom-made item in the future, it may not be eligible for return unless it is faulty or incorrect.

 

Exchanges

We do not currently offer direct exchanges. If your return is accepted and you would like another item, you may place a new order separately.

 

Refunds

Once your return has been received and inspected, we will let you know whether the refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may take additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at hello@theoffhoursproject.com.

 

European Union Right of Withdrawal

If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days of receiving it, without giving a reason.

To exercise this right, please contact us at hello@theoffhoursproject.com within 14 days of delivery.

As above, returned items must be unused, unwritten in, undamaged and in their original packaging. You will also need your order confirmation or proof of purchase.

Unless the item is faulty, damaged or incorrect, customers are responsible for the cost of returning the item.