1. General Return Policy
At Delariva Store, we want our customers to be satisfied with their purchases. This Returns and Refunds Policy explains how returns, exchanges, refunds, defective products, lost packages and dropshipping-related fulfilment issues are handled.
This policy applies to purchases made through:
Delariva Store is operated by:
CLUBE DE PRATICANTES DE JIU-JITSU BRASILEIRO DELARIVA
NIF/VAT: 902278860
Registered address: Rua de Santo André, 19 RCDT, Esgueira, Aveiro, 3800-388, Portugal
Email: contact@delarivastore.com
Telephone: +351 234 304 072
2. Dropshipping and Third-Party Fulfilment Notice
Delariva Store operates, in whole or in part, through a dropshipping, print-on-demand and third-party fulfilment model.
This means that certain products may be:
- produced by external manufacturers;
- fulfilled by third-party logistics providers;
- shipped directly from supplier warehouses;
- dispatched from different countries;
- delivered in separate shipments;
- packed in supplier or fulfilment partner packaging.
Customers acknowledge that, due to this model, delivery times, packaging and return addresses may vary depending on the product, supplier, warehouse and destination country.
However, Delariva Store remains the contractual seller and remains responsible towards consumers in accordance with applicable Portuguese and European Union consumer protection law.
3. Right of Withdrawal for Consumers
Consumers may withdraw from a purchase within 14 days after receiving the product, without giving any reason, in accordance with applicable European consumer protection rules.
To exercise the right of withdrawal, the customer must contact Delariva Store by email at:
The withdrawal request should include:
- customer name;
- order number;
- product name;
- date of receipt;
- reason for return, if the customer wishes to provide one;
- photographs, where relevant.
4. Condition of Returned Products
Products returned under the right of withdrawal must be returned in proper condition.
The product should be:
- unused;
- clean;
- undamaged;
- complete;
- in its original packaging whenever possible;
- with labels, tags, accessories and documentation included.
The customer may inspect the product in the same way they would reasonably inspect it in a physical shop. However, if the product shows signs of use beyond what is necessary to verify its nature, characteristics and functioning, Delariva Store may deduct the corresponding loss of value from the refund, where permitted by law.
5. Products Excluded from Return
Certain products may not be eligible for return, except where they are defective, damaged, incorrect or non-conforming.
This may include:
- personalised products;
- customised academy products;
- products made to the customer’s specifications;
- items printed with names, logos, team identifiers or custom designs;
- sealed goods that are not suitable for return for health protection or hygiene reasons once opened;
- used sportswear, rashguards, underwear-like garments or hygiene-sensitive training apparel;
- products damaged due to misuse, incorrect washing, poor care or normal wear and tear.
This does not affect the customer’s statutory rights in relation to defective, damaged, incorrect or non-conforming products.
6. Defective, Damaged or Incorrect Products
If the customer receives a product that is defective, damaged, misprinted, incorrect or otherwise not in conformity with the order, the customer should contact Delariva Store as soon as possible.
Claims should preferably be submitted within 30 days after receiving the product, especially where the product was fulfilled by a third-party supplier or print-on-demand partner.
The customer should provide:
- order number;
- clear photographs of the product;
- photographs of the packaging, if damaged;
- description of the issue;
- confirmation of whether the customer prefers replacement, refund or another solution.
Where the issue is confirmed, Delariva Store may offer, depending on the circumstances and applicable law:
- replacement;
- repair;
- reprint;
- partial refund;
- full refund;
- another appropriate remedy.
Printful’s public return guidance follows a similar operational logic for print-on-demand products, stating that damaged, defective or fulfilment-error claims may require evidence and can result in reprint or refund solutions. (help.printful.com)
7. Wrong Size, Wrong Product Selected or Change of Mind
If the customer ordered the wrong size, chose the wrong product, selected the wrong colour or simply changed their mind, the return will be handled under the applicable consumer withdrawal rules, where available.
However, for products that are personalised, customised, made-to-order or produced specifically for the customer, returns may be limited or excluded where permitted by law.
Because Delariva Store may work with print-on-demand and dropshipping suppliers, products are often produced or allocated specifically after the customer places the order. For this reason, customers are strongly encouraged to check:
- size guides;
- colour options;
- product descriptions;
- personalisation details;
- shipping address;
- order summary
before completing the purchase.
8. Lost Packages
If an order has not arrived within the estimated delivery period, the customer should contact Delariva Store.
Claims relating to lost packages should preferably be submitted no later than 30 days after the estimated delivery date.
The customer should provide:
- order number;
- delivery address;
- tracking information, if available;
- confirmation from the carrier, where applicable.
Delariva Store will investigate the case with the supplier, fulfilment partner or carrier and may offer, depending on the circumstances:
- reshipment;
- replacement;
- refund;
- alternative resolution.
Delariva Store is not responsible for failed deliveries caused by incorrect or incomplete addresses provided by the customer.
9. Returned Packages Due to Incorrect Address
If a package is returned to sender because the customer provided an incorrect, incomplete or undeliverable address, Delariva Store may contact the customer to arrange reshipment.
In such cases, the customer may be responsible for:
- additional shipping costs;
- return handling fees;
- reshipment costs;
- any extra supplier or carrier charges.
Before placing an order, customers must ensure that the shipping address is complete and accurate.
10. Unclaimed Packages
If a package is not collected, refused or left unclaimed by the customer and is returned to the supplier, warehouse or logistics partner, Delariva Store will assess the situation on a case-by-case basis.
Additional costs may apply for reshipment.
If the product is personalised, customised or not suitable for resale, a refund may be limited or unavailable, subject to applicable consumer law.
11. Return Address
Customers must not send products back without first contacting Delariva Store.
Because Delariva Store uses dropshipping and third-party fulfilment partners, the return address may vary depending on:
- product type;
- supplier;
- country of origin;
- fulfilment centre;
- logistics partner.
Returns sent to the wrong address may be delayed, refused, lost or not eligible for refund.
To request the correct return instructions, customers must contact:
12. Return Shipping Costs
Unless otherwise required by law or unless the product is defective, damaged, incorrect or non-conforming, the customer may be responsible for return shipping costs.
If the return is due to an error attributable to Delariva Store, its supplier or fulfilment partner, Delariva Store will provide an appropriate remedy in accordance with applicable law.
Customers are advised to use a trackable shipping method when returning products.
Delariva Store is not responsible for return packages lost in transit where the customer selected the return carrier.
13. Refund Process
Refunds will be processed after:
- the returned product has been received and inspected; or
- the customer has provided sufficient proof of return, where applicable; or
- the defect, damage, fulfilment error or loss has been confirmed.
Refunds will usually be made using the same payment method used for the original purchase, unless another method is agreed.
Depending on the payment provider or bank, it may take several business days for the refund to appear in the customer’s account.
14. Partial Refunds
Delariva Store may issue a partial refund where:
- only part of the order is returned;
- the product shows signs of use;
- the product has lost value due to handling beyond necessary inspection;
- accessories, labels or components are missing;
- the customer accepts a partial refund as a goodwill solution.
Partial refunds will always be assessed in accordance with applicable consumer rights.
15. Exchanges
Product exchanges may be possible depending on:
- product availability;
- supplier conditions;
- product type;
- whether the item is personalised or made to order;
- whether the requested replacement is available.
For dropshipping or print-on-demand products, direct exchanges may not always be operationally possible. In some cases, the customer may need to return the original product and place a new order.
16. Order Cancellation Before Fulfilment
Customers who wish to cancel an order should contact Delariva Store immediately.
Because some orders may be automatically sent to third-party suppliers, manufacturers or fulfilment partners, cancellation may only be possible before the order enters production, processing or shipment.
Once the fulfilment process has started, cancellation may no longer be possible, especially for personalised, made-to-order or print-on-demand products.
17. Hygiene and Sportswear Products
Due to the nature of sportswear and martial arts training products, certain items may be subject to hygiene restrictions.
Items such as rashguards, compression wear, training apparel, mouthguards, protective equipment or close-contact sports items may not be returnable once used, washed, stained, damaged, altered or removed from sealed hygiene packaging.
This restriction does not apply where the product is defective, incorrect or non-conforming.
18. Legal Guarantee
All consumer purchases are covered by the applicable legal guarantee of conformity under Portuguese and European Union law.
If a product is defective or not in conformity with the contract, the customer may have the right to repair, replacement, price reduction or termination of the contract, depending on the circumstances.
This legal guarantee is separate from, and does not replace, the customer’s right of withdrawal where applicable.
19. Abuse, Fraud or Bad Faith Returns
Delariva Store reserves the right to refuse returns, refunds or exchanges where there is evidence of:
- fraud;
- abusive return behaviour;
- intentional damage;
- misuse of products;
- false claims;
- manipulation of photographs or evidence;
- repeated bad faith conduct.
This does not affect legitimate statutory consumer rights.
20. How to Start a Return or Refund Request
To start a return or refund request, please contact:
Please include:
- full name;
- order number;
- email used for the purchase;
- product concerned;
- reason for return;
- photographs, where applicable;
- preferred solution.
Customers should wait for return instructions before shipping any product back.
21. Policy Updates
Delariva Store may update this Returns and Refunds Policy from time to time to reflect changes in operations, suppliers, fulfilment partners or applicable law.
The version applicable to each order will normally be the version published on the website at the time of purchase.
22. Contact
For any questions regarding returns, refunds, replacements or defective products, please contact:
Delariva Store
Email: contact@delarivastore.com
Telephone: +351 234 304 072