This Returns and Refunds Policy applies to the commercial relationship between ROMA studio, a brand of NOVELO POSITIVO - UNIPESSOAL, LDA, and its customers, distinguishing between:

Online Store - products purchased directly through the ROMA studio Online Store;

Projects and Products by Quote - furniture, products and other projects handled individually through forms, WhatsApp or direct contact with the ROMA studio team, including products with standard configurations and, where applicable, products or projects developed according to the customer’s specifications.

The rules applicable to each type of purchase are described below.

The fact that a product is purchased by quote rather than through the Online Store checkout does not, in itself, mean that the product is personalised or automatically exclude any rights granted to the consumer by law.

Any mandatory consumer rights provided by applicable law are not limited by this Policy.

Where the customer acts as a consumer, they have the right to withdraw from eligible distance purchases made through the Online Store without giving any reason.

The withdrawal period is 14 days, starting from the day on which the consumer, or a third party indicated by the consumer other than the carrier, acquires physical possession of the product.

Where several products from the same order are delivered separately, the period begins when the last product is received.

Certain standard products available through the ROMA studio Online Store are produced after the order has been confirmed (made to order).

The fact that a standard product is produced after an order is placed does not, in itself, mean that the product is personalised and does not automatically exclude the right of withdrawal.

To exercise the right of withdrawal, the consumer must inform ROMA studio of their decision by means of an unequivocal statement before the end of the 14-day withdrawal period.

The communication may be sent to:
‍
ROMA studio
Email: geral@romastudio.pt

To help us process the request, we recommend including:The communication may be sent to:
‍
- customer name;
- order number;
- product or products to be returned;
- customer contact details.

The consumer may use the model withdrawal form provided at the end of this Policy, although use of the form is not mandatory.

Photographs of the product and packaging may be provided to help facilitate and speed up the return process, but providing photographs is not a condition for exercising the right of withdrawal.

After informing ROMA studio of the decision to withdraw, the consumer must return or hand over the product within a maximum of 14 days, unless ROMA studio offers to collect the product.

The deadline is considered to have been met if the product is sent before the end of that period.

Once the consumer has notified ROMA studio, the necessary return instructions will be provided.

The consumer should handle the product only to the extent necessary to establish its nature, characteristics and functioning.

The consumer may be liable for any reduction in the value of the product resulting from handling beyond what is necessary for that purpose.

Where possible, we recommend returning the product:

- adequately protected;
- together with the accessories supplied;
- with any applicable manuals and documentation;
- in its original packaging, where this is still available.

Unless otherwise stated or agreed, the direct costs of returning the product are borne by the consumer, provided that the consumer has been informed of this obligation in advance.

If the consumer has not been informed in advance that they are required to bear the return costs, those costs may not be charged to them in accordance with applicable law.

Where, due to its nature, a product cannot normally be returned by post, the consumer will be provided with the legally required information concerning the cost or estimated cost of returning the product.

Where the right of withdrawal is validly exercised, ROMA studio will refund the payments received in connection with the purchase, including the cost corresponding to the least expensive standard delivery method offered by ROMA studio.

If the consumer expressly selected a more expensive delivery method, the additional cost of that option does not have to be refunded.

The refund will be made within a maximum of 14 days from the date on which ROMA studio is informed of the consumer’s decision to withdraw.

Unless expressly agreed otherwise, the refund will be made using the same payment method used for the original transaction, without additional costs to the consumer.

ROMA studio may withhold the refund until:

- the returned product has been received; or
- the consumer provides evidence that the product has been sent back,

Once the refund has been processed by ROMA studio, the time required for the funds to become available may depend on the payment method and financial institution used.

Projects and Products by Quote may include both products with standard configurations and products or projects developed according to the customer’s individual specifications.

The fact that an order is placed by quote does not, in itself, mean that the product is personalised or automatically exclude any applicable right of withdrawal.

Where the statutory right of withdrawal applies to a distance contract concluded with a consumer, the corresponding statutory rights and time limits apply.

However, the law provides an exception for goods made to the consumer’s specifications or clearly personalised.

Accordingly, where a product is actually manufactured according to the consumer’s individual specifications or is clearly personalised, the 14-day right of withdrawal does not apply, unless otherwise agreed by ROMA studio or where other circumstances provided for by law apply.

This exception does not affect the customer’s rights in the event of a defect or lack of conformity.

Specific conditions relating to:

- confirmation of the order or project;
- payments or deposits;
- commencement of production;
- changes;
- cancellation;
- delivery;
- assembly or installation, where applicable;

may be set out in the quotation, proposal or contract provided to the customer.

This Policy does not establish a single general cancellation or refund rule applicable to all Projects and Products by Quote, as the applicable conditions may depend on the nature of the relevant product or project and the specific terms agreed with the customer.

Any specific conditions agreed with the customer apply without prejudice to any mandatory rights granted to the consumer under applicable law.

For Projects and Products by Quote, delivery and, where applicable, assembly or installation conditions are determined according to the relevant order or project and may be set out in the quotation, proposal or contract.

These conditions are separate from the general shipping rules applicable to products purchased directly through the Online Store.

The rules concerning the right of withdrawal and the exceptions applicable to personalised products are separate from the consumer’s rights in the event of a lack of conformity.

Under Portuguese consumer law, the seller is liable for lack of conformity that becomes apparent within the applicable statutory period, including, for consumer movable goods covered by Decree-Law No. 84/2021, for three years from delivery of the goods.

Depending on the applicable legal regime, these rights may apply to:

- products purchased through the Online Store;
- products purchased by quote;
- personalised products.

Where a possible defect or lack of conformity is identified, the customer should contact: geral@romastudio.pt

and, where possible, provide:

- the order number or project reference;
- the affected product;
- a description of the issue;
- photographs or other information that may assist with the assessment.

Photographs are requested only to facilitate the assessment of the situation and do not limit any rights granted to the consumer by law.

To:
NOVELO POSITIVO - UNIPESSOAL, LDA — ROMA studio Rua António Serafim, CCI-3264, Algeruz 2950-497 Palmela – Portugal
Email: geral@romastudio.pt

I hereby give notice that I wish to exercise my right of withdrawal in relation to the contract for the purchase of the following product(s):

-Product(s):
Order number, where applicable:
Date of order / contract:
Date received:
Name of consumer:
Address of consumer:
Date:
Signature: (only if this form is submitted on paper)

For questions relating to returns, refunds or non-conforming products:

ROMA studio
Email: geral@romastudio.pt

Last updated: 08/09/2026