Refund policy

Returns and refunds policy

Last updated: September 9, 2026

At Spoto, we want you to shop with confidence. We accept return requests within 30 days of receiving your order, without affecting consumers’ legal rights.

1. 30-day period

You may request a return within 30 days of receiving an item.

To begin a return, contact us at help@spoto.pt and provide:

Your name;
Order number;
The item you want to return;
The reason for the return;
Photographs or videos if there is a defect or damage.

Do not send an item back before receiving our instructions. The return address may differ from Spoto’s contact address.

2. Return conditions

To qualify for our commercial 30-day policy, the item must:

Be complete and in good condition;
Show no signs of use beyond what is necessary to check its nature, characteristics and operation;
Include the accessories, manuals and components received;
Be returned in its original packaging where possible.

You may be responsible for a reduction in the item’s value caused by handling beyond what is necessary to examine it.

3. Legal right of withdrawal

For distance purchases made by consumers in the European Union, customers generally have 14 days after receiving an order to notify the seller of their decision to withdraw from the contract, without giving a reason, except where legal exceptions apply.

Spoto’s commercial 30-day policy extends the period for requesting a return but does not remove or limit any consumer’s legal rights.

4. Exceptions

Unless an item is defective, damaged, non-conforming or affected by a Spoto error, returns may not be accepted for:

Personalized items or items produced to customer specifications;
Perishable products;
Sealed goods that are unsuitable for return after opening for hygiene or health-protection reasons;
Pet hygiene, grooming, feeding or care products whose seal has been removed;
Gift cards, where applicable.

5. Return costs

For returns due to a change of mind, an incorrect selection or a reason not attributable to Spoto, the customer is responsible for the costs and risks of return shipping.

If an item is damaged, defective, different from the item ordered or sent incorrectly, Spoto will cover reasonable return costs after the issue has been verified.

6. Damaged, defective or incorrect products

Customers should inspect their order after receiving it.

If you receive a damaged, defective or incorrect item, contact us as soon as possible and send photographs or videos that allow us to assess the situation.

This policy does not affect consumers’ legal rights concerning non-conforming goods.

7. Exchanges

Contact us before returning an item for exchange. Depending on availability, we may provide a replacement or ask you to return the original item and place a new order.

8. Refunds

After receiving and checking the return, we will notify you whether the refund has been approved.

Approved refunds will be made through the payment method used for the purchase. Your bank or card issuer may need a few additional business days to make the funds available.

When exercising the legal right of withdrawal, payments legally due will be refunded, including the cost of the standard delivery method originally selected.

Additional costs resulting from choosing a delivery method more expensive than Spoto’s standard delivery will not be refunded.

We may withhold a refund until we receive the returned items or you provide proof that they have been sent, whichever occurs first.

9. Orders returned to sender

If an order is returned because of an incorrect or incomplete address, failure to collect it, repeated absence or unjustified refusal, we may deduct costs actually incurred from the refund where permitted by law.