Refund policy

RETURN & REFUND POLICY – PLATI

At PLATI, we want you to be fully satisfied with your purchase. If something isn’t right, you may request a return within 14 calendar days after receiving your order, in accordance with Portuguese Law (Decree-Law No. 24/2014).

1. Return Conditions

To be eligible for a return, items must:

-Be in the exact condition in which they were received: unused, unwashed, odor-free and with all original tags and packaging.

-Include proof of purchase (receipt, invoice or order confirmation).

Returns are not accepted for:

-Personalized or made-to-order items, such as pieces embroidered live or custom designs.

-Limited edition items, special drops or products marked as final sale.

-Used, damaged or incomplete items when the issue is not attributable to PLATI.

-Gift cards.

PLATI reserves the right to refuse returns that do not meet these conditions.

2. How to Request a Return

To request a return, email us at customercare@plati-standout.com with your order number and the reason for your request.

After approval, we will send you the instructions and the return address.
Orders sent without prior approval will not be accepted.

3. Exchanges

PLATI does not process direct exchanges.
If you need a different size or model, you must return the item and place a new order once the return is approved.

4. Return Shipping Costs

-If the item is defective or you received the wrong product, PLATI will cover the return shipping costs.

-In all other cases, return shipping costs are the responsibility of the customer.

-Initial shipping costs are non-refundable.

5. Refunds

Once the returned item is received and inspected, you will be notified of the approval or rejection of the refund.

If approved, the refund will be issued to the original payment method used, within up to 10 business days.
Additional processing time depends on your bank or card issuer.

If, after 15 business days from approval, you still haven’t received your refund, please contact us at customercare@plati-standout.com.

6. Damaged or Defective Items

Please inspect your order as soon as you receive it. If any item is damaged, defective or incorrect, contact us immediately. 
In these cases, PLATI will cover all costs associated with replacing or refunding the item.