Returns & Cancellations Policy

At Mentor Company, Lda, we are committed to ensuring your satisfaction. If you are not fully satisfied with your purchase, please review our Refund & Returns Policy below.


1. Order Cancellations

Customers may cancel their order directly through their customer account, provided the order has not yet been processed or fulfilled.

To manage your order, please log in to your account and access your order details.

Once an order has been processed or fulfilled, cancellation is no longer possible. In such cases, customers may request a return in accordance with the conditions outlined below.


2. Return Eligibility Period

You have 14 days from the date of receipt of your order to request a return.

Return requests can be submitted directly through your customer account.


3. Conditions for Return

To be eligible for a return, the product must:

  • Be in perfect condition, with no signs of use, damage, or excessive handling.
  • Be returned in its original packaging, including all accessories, manuals, labels, and documentation.
  • Be accompanied by proof of purchase or the original order number.
  • Have been purchased through this website.

Products that do not meet these conditions may not be eligible for a refund.


4. How to Request a Return

To request a return:

  1. Log in to your customer account.
  2. Open the relevant order.
  3. Select the item(s) you wish to return and submit your request.
  4. Wait for return approval and instructions from our team.
  5. Ship the product according to the instructions provided.

Return shipping costs are the responsibility of the customer, except in cases where the product is defective or incorrectly supplied.


5. Refund Process

Once the returned product has been received and inspected, we will notify you of the approval or rejection of your refund.

Approved refunds will be issued using the same payment method used for the original purchase.

Refunds are typically processed within 10–15 business days following approval of the return.


6. Defective, Damaged or Incorrect Products

If you receive a defective, damaged, or incorrect product, please submit a return request within 14 days of delivery.

We may request photographs or videos to assess the issue.

If the claim is confirmed:

  • A full refund will be issued.
  • Any return shipping costs related to the defective, damaged, or incorrect product will be covered by Mentor Company, Lda.


7. Non-Returnable Items

The following items are not eligible for return or refund:

  • Personalized or made-to-order products.
  • Hygiene or intimate-use products that have been opened.
  • Products that have been used, damaged, or altered after delivery.


8. Changes to This Policy

We reserve the right to update this Refund & Returns Policy at any time. Any changes will be published on this page.