Refund policy

Last updated: November 7, 2026

Returns

If you are not happy with your order, you can return it within 14 days after it is delivered. Please email me at hello@offscreenlabs.com with your order number before sending anything back, and I will reply with the return address and simple instructions. Items sent back without contacting me first can't be accepted.

Items need to come back in the same condition you received them, complete and well packed. If an item comes back used more than needed to check it, or damaged, I may reduce the refund accordingly.

Return shipping is paid by the buyer, unless the item arrived damaged, defective or wrong.

Cancellations

You can cancel your order at any time before it ships. Just email me and I will refund you in full.

Damaged, defective or wrong items

Every piece is tested before it goes in the box, but things can still happen in transit. If something arrives damaged, doesn't work, or isn't what you ordered, email me as soon as possible with a photo or a short video. I will repair it, replace it or refund you, and I cover the shipping costs. This does not affect your legal guarantee rights.

Refunds

Once I receive and check the returned item, I will refund you within 14 days to your original payment method. Your bank or payment provider may take a few extra days to show it.

EU and UK customers

If you are a consumer in the European Union or the United Kingdom, you have the legal right to cancel your order within 14 days after the day you receive your goods, for any reason. After you tell me you want to cancel, you must send the goods back within 14 days. I will refund you within 14 days after I receive the goods back, or proof that you have sent them, whichever comes first.

Complaints and dispute resolution

If something is not right, please write to me first, I will always do my best to sort it out.

You can also file a complaint in the electronic complaints book (Livro de Reclamações Eletrónico) at www.livroreclamacoes.pt.

In case of a consumer dispute, you can turn to an alternative dispute resolution entity (RAL), such as CNIACC, Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (www.cniacc.pt). The full list of RAL entities is available at www.consumidor.gov.pt.

This policy does not limit any rights you have under applicable consumer protection laws.