Refund policy

Return and Refund Policy

Effective Date: 12 November 2026

At Organized Workspace, we believe that a well-organised workspace begins with products that are practical, dependable and suited to the way people work. Whether you are purchasing desk accessories, stationery, office organisation products or everyday workplace essentials, we want you to feel confident about your order from the moment you select an item to the day it arrives.

This Return and Refund Policy explains how returns, refunds, exchanges and product-related complaints are handled when you shop at www.neatkitchenbase.com. It is intended to comply with the consumer protection laws applicable in Portugal and the European Union, including the Portuguese Consumer Rights Act and the legal regime governing the conformity of consumer goods.

Nothing in this policy is intended to remove, limit or replace any mandatory right available to consumers under applicable law.

1. Your Statutory Consumer Rights

When you purchase goods online as a consumer, you benefit from legal protections that apply independently of any voluntary return arrangement offered by our store.

Under Portuguese law, including Decree-Law No. 24/2014 and Decree-Law No. 84/2021, consumers generally have:

  • A right to withdraw from most distance purchases within 14 days, without giving a reason.

  • A right to receive goods that conform to the product description and the purchase agreement.

  • A right to request appropriate remedies if goods are faulty, damaged, incomplete or otherwise non-conforming.

  • Protection against contractual terms that attempt to remove mandatory consumer rights.

For new movable goods, the legal conformity period is generally three years from delivery. The applicable rules, including exceptions and evidential requirements, are determined by Portuguese law.

These statutory protections apply separately from any additional customer service arrangements or voluntary return conditions described below.

2. The 14-Day Right of Withdrawal

If you purchase an eligible product through our website, you generally have the right to withdraw from the purchase within 14 calendar days, without providing a reason.

For a purchase of physical goods, the withdrawal period normally begins on the day you, or a third party nominated by you other than the carrier, takes physical possession of the goods.

If one order contains several products delivered separately, the period generally begins when you or your nominated recipient receives the final product. Special rules may apply to orders delivered in separate lots or parts.

You do not need to demonstrate that a product is defective or provide a detailed explanation to exercise this statutory right.

How to Exercise Your Right of Withdrawal

To withdraw from a purchase, send us a clear statement communicating your decision before the 14-day period expires.

You may email:

support@neatkitchenbase.com

Please use the subject line:

Right of Withdrawal — Order #[Your Order Number]

Include the following information where possible:

  • Your full name.

  • Your order number.

  • The product or products you wish to return.

  • The date you received the order.

  • A clear statement that you wish to withdraw from the purchase.

You may use your own wording. A standard withdrawal form is not mandatory if your message clearly communicates your decision.

We recommend keeping a copy of your email or other withdrawal notice as evidence of the date on which you exercised your right.

3. Returning Goods After Withdrawal

After notifying us of your decision to withdraw, you must generally send the goods back within 14 calendar days from the date you informed us of your decision, unless we have agreed to collect them or another statutory arrangement applies.

Please return the items with reasonable care.

Where practical, include:

  • All components and accessories supplied with the product.

  • Instruction sheets and other included materials.

  • Original packaging, if available.

  • Any other items supplied as part of the same product package.

Original packaging is helpful but is not, by itself, a condition for exercising a statutory withdrawal right. The important point is that the goods are returned in accordance with the applicable legal requirements.

Handling and Inspection

You may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in a manner similar to what would be permitted in a physical shop.

If the goods have been handled beyond what is necessary and their value has consequently diminished, you may be responsible for that diminished value in accordance with Portuguese law.

For example, ordinary inspection of a desk organiser or stationery item is different from prolonged use that causes avoidable wear, damage or missing components.

4. Return Shipping Costs for Change-of-Mind Returns

For a statutory withdrawal that is not related to a product defect or seller error, the consumer is generally responsible for the direct cost of returning the goods, provided that this responsibility was disclosed before the purchase.

If we have agreed to pay the return cost, or if we failed to provide the legally required information about that cost, the applicable statutory rules may require a different arrangement.

Please contact us before arranging a return so that we can provide the appropriate return instructions.

Do not send goods to our business address without first confirming that it is the correct return destination for your particular order.

5. Refunds Following a Valid Withdrawal

If you exercise your right of withdrawal correctly, we will reimburse the payments received for the relevant purchase in accordance with applicable law.

This generally includes:

  • The price paid for the returned goods.

  • The cost of the least expensive standard delivery option offered by us, where required by law.

If you selected a more expensive delivery option than the least expensive standard option available, we are generally not required to reimburse the additional amount attributable to that upgrade.

Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree to another method that does not create additional costs for you.

We will generally process the refund within 14 days after being informed of your decision to withdraw. However, where the law permits, we may withhold reimbursement until we have received the goods or you have supplied evidence that the goods have been sent back, whichever occurs first.

We will not impose an unlawful cancellation fee or administrative penalty for exercising a statutory withdrawal right.

6. Faulty, Damaged or Non-Conforming Products

We take product quality and accurate product descriptions seriously. If an item arrives damaged, incomplete, defective or materially different from the description on our website, please contact us.

Examples may include:

  • A desk accessory arriving cracked, broken or structurally damaged.

  • A stationery product with a defect that prevents ordinary use.

  • An office organiser that is materially different from the advertised dimensions or configuration.

  • A product supplied in the wrong colour, size, model or quantity.

  • Missing components that were included in the product description.

  • A product that does not perform as reasonably expected based on its description and intended purpose.

Please provide your order number and a description of the issue. Photographs may help us understand the problem and identify the most appropriate solution.

We may ask you to retain the product and its packaging while we assess the issue. However, you should not be required to continue using a product that is unsafe or clearly defective.

7. Legal Conformity Guarantee

Under Portuguese Decree-Law No. 84/2021, the seller is generally responsible for a lack of conformity that becomes apparent within three years from the delivery of new movable goods.

This legal protection is not the same as a voluntary manufacturer's warranty.

Where a product is non-conforming, the consumer may be entitled to:

  • Repair of the product.

  • Replacement with a conforming product.

  • A proportionate price reduction.

  • Termination of the purchase contract, where the statutory conditions are met.

The consumer may generally choose between repair and replacement, subject to the legal rules concerning impossibility and disproportionate costs. Price reduction or termination may become available in the circumstances specified by law.

For certain non-conformities that become apparent within the first 30 days after delivery, Portuguese law provides an immediate replacement or termination option, subject to the statutory requirements.

8. Repair and Replacement

Where repair or replacement is the appropriate legal remedy, it must be provided:

  • Without charge to the consumer.

  • Within a reasonable period.

  • Without significant inconvenience to the consumer.

  • In accordance with the applicable Portuguese legal time limits.

The ordinary maximum period for repair or replacement of movable goods is generally 30 days, although the law provides for circumstances in which a longer period may be justified.

Necessary costs, including transport, labour and materials, must not be charged to the consumer when the remedy is required to restore conformity under the legal guarantee.

9. Incorrect or Incomplete Orders

If you receive an item that you did not order, or your parcel is missing a product that should have been included, please contact us.

Include:

  • Your order number.

  • The name of the product you expected.

  • A description of what was actually received.

  • Photographs of the parcel contents, if available.

We will review the order and arrange an appropriate solution in accordance with the purchase agreement and applicable law.

You should not have to pay additional costs to correct an error for which we are responsible.

10. Products Excluded from the Statutory Withdrawal Right

Portuguese and EU consumer law provide limited exceptions to the right of withdrawal.

Depending on the circumstances, exceptions may include:

  • Goods made to the consumer's specifications or clearly personalised.

  • Certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where the legal conditions are met.

  • Goods that are liable to deteriorate or expire rapidly.

  • Other categories expressly identified in the applicable legislation.

These exceptions are interpreted according to law. They are not a general permission to reject returns of ordinary office supplies.

If a particular product falls within a statutory exception, the relevant information should be clearly provided before the customer completes the purchase.

11. Orders Cancelled Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at support@neatkitchenbase.com.

We will make reasonable efforts to stop fulfilment where possible. If the order has already been handed to the delivery provider, cancellation before delivery may no longer be practical.

This does not affect your statutory right to withdraw from an eligible distance purchase after delivery.

12. Missing or Delayed Refunds

If you have received confirmation that a refund has been processed but the amount has not appeared in your account, please allow for the processing time of your bank, card issuer or payment provider.

If the amount remains outstanding, contact us with:

  • Your order number.

  • The date of the refund confirmation.

  • The payment method used.

  • Any relevant transaction reference.

We will review the refund status and provide reasonable assistance.

13. How to Contact Us

For return, withdrawal, refund, repair or replacement enquiries, please contact:

Organized Workspace
Rua do Crucifixo
Lisboa, PT-11 1100-184
Portugal

Email: support@neatkitchenbase.com
Website: https://www.neatkitchenbase.com

Please include your order number in your correspondence so that we can identify the relevant purchase.

14. Changes to This Policy

We may update this policy to reflect changes to our products, business operations or legal obligations.

The version applicable to a particular purchase will be interpreted in accordance with the law and the information provided to the customer at the time of the transaction.

No revision to this policy will remove or reduce a statutory right that has already arisen or that cannot lawfully be excluded.

Important: This policy is intended to supplement, not replace, the mandatory rights available to consumers under Portuguese and EU law.