Refund and Return Policy

Last updated: 12 November 2026

At KATIVA BEAUTY, we want you to be satisfied with your purchase. This policy explains how returns, refunds and product-related issues are handled.

1. Right to Withdraw – 14 Days

If you are a consumer in the European Union, you have the legal right to withdraw from your online purchase within 14 days of receiving the goods, without giving a reason.

If your order contains several items delivered separately, the 14-day period starts when you receive the last item.

To exercise this right, contact us at leonardopinto.store@gmail.com with your order number and a clear statement that you wish to withdraw from the purchase.

You must send the goods back within 14 days of notifying us of your decision to withdraw.

2. Return Shipping Costs

For returns due to a change of mind, you are responsible for the direct cost of returning the goods, provided that you were informed of this before placing your order.

Please use a trackable shipping service and keep your proof of postage. KATIVA BEAUTY is not responsible for parcels lost during return shipping where the customer arranged the return.

3. Condition of Returned Products

You may handle the goods only to the extent necessary to establish their nature, characteristics and functioning, as you would be allowed to do in a physical shop.

You may be responsible for any diminished value resulting from handling beyond what is necessary.

For health protection or hygiene reasons, the right of withdrawal may not apply to sealed goods that are unsuitable for return once unsealed after delivery, where the legal conditions for this exception are met. This exception does not automatically apply to every beauty or personal-care product.

4. Refunds

If you validly exercise your right of withdrawal, we will reimburse the payments received, including the cost of standard delivery. Any additional cost resulting from choosing a more expensive delivery method will not be reimbursed.

Refunds will be made using the original payment method, unless you expressly agree otherwise.

We may withhold the refund until we receive the returned goods or receive evidence that you have sent them back, whichever occurs first.

5. Damaged, Defective or Incorrect Products

If your product arrives damaged, defective, incomplete or different from what you ordered, please contact us as soon as possible at leonardopinto.store@gmail.com.

Please include:

• Your order number;

• A description of the problem;

• Photographs or videos, where useful to help us assess the issue.

We will assess the matter and provide the remedies required by applicable consumer law. Depending on the circumstances, these may include repair, replacement, a price reduction or a refund.

Where a product is non-conforming, the remedies provided by law are free of charge to the consumer, including necessary shipping costs.

In Portugal, new movable goods are generally covered by a three-year legal conformity period from delivery, subject to applicable legal conditions.

Please contact us before sending a defective or incorrect item back so that we can provide the appropriate instructions. This does not limit your statutory rights.

6. Return Address

For authorised returns, please use the following address:

Leonardo Miguel Pereira Pinto
KATIVA BEAUTY
R. de Recarei, 865
4465-730 Leça do Balio
Portugal

Please include your order number inside the parcel.

7. Contact

For any return or refund request, contact:

KATIVA BEAUTY
Email: leonardopinto.store@gmail.com
Website: https://kativabeauty.store
Address: R. de Recarei, 865, 4465-730 Leça do Balio, Portugal

Nothing in this policy affects your mandatory consumer rights under applicable law.