Refund policy

1) Scope and Legal Framework

This policy applies to purchases made on the MUHATA website and complements (does not replace) the Terms & Conditions. It is based on Decree-Law no. 24/2014 (distance contracts) and Decree-Law no. 84/2021 (warranties).

2) Right of Withdrawal (return without justification)

  • You have 14 (fourteen) calendar days from receipt to return without having to provide a reason.

  • The item must be returned in its original condition and without signs of use. If damage, excessive wear, missing components, or signs of misuse are detected, the return may be refused.

  • Exceptions: items customized to your specifications cannot be returned (Article 17(c) of Decree-Law 24/2014).

3) How to Exercise a Return

  1. Send an email to hello@muhata.com with a clear statement that you wish to withdraw from the contract (you may use the legal model, but it is not mandatory).

  2. You will receive an acknowledgment by email within a maximum of 48 hours.

  3. After confirmation, send the item to the address indicated in the “Contacts for returns/exchanges” section.

4) Return Costs, Shipping, and Refund

  • The direct costs of return (return shipping) are borne by the Customer.

  • If the order benefited from free shipping, MUHATA may deduct from the refund the normal shipping amount that would have applied to the purchase (Article 12(1) and (2) of Decree-Law 24/2014). This does not apply when the return results from a product defect or store error.

  • The refund is made without undue delay and within 14 (fourteen) calendar days after you inform us of your decision to return. We may withhold the refund until we receive the goods.

  • Refunds are made via the same payment method. For purchases paid by Multibanco/MB WAY, the refund is made by bank transfer — please provide a valid IBAN.

6) Exchanges

  • You may request an exchange for another item (of equal or higher value, paying the difference) within 14 (fourteen) days after receipt.

  • The item must arrive as new, with original packaging, accessories, and manuals. We do not accept exchanges for damaged/incomplete items.

  • Shipping costs for the exchange (outbound and return) are borne by the Customer, except in cases of store error or product defect.

  • How to request: email hello@muhata.com indicating the item to exchange; after confirmation, send the product to the indicated address and, once its condition is validated, we will dispatch the new item.

7) Defective or Non-Conforming Items (Warranty)

  • All products have a legal warranty of 3 (three) years for manufacturing defects/non-conformity (Decree-Law 84/2021).

  • You must report the defect within 2 (two) months after its detection and send a description/photos. We will analyze the case and indicate the next steps.

  • In these cases, collection and re-shipping costs are borne by MUHATA. Legal remedies include repair, replacement, price reduction, or contract termination, as applicable.

8) Contacts and Address for Returns/Exchanges

Email: hello@muhata.com

Recipient: MUHATA — Eliana Pereira 

Address: Apartado 052527, EC S. João (Porto), 4202-301 Porto, Portugal

We recommend registered shipping and keeping the receipt until the refund is issued.

9) Response and Processing Times

  • We respond to your email within 48 business hours. After receipt and verification of the item, we will issue the refund or process the exchange in accordance with this policy, within the legal deadlines.

10) Important Final Notes

  • For international shipments, if you refuse customs duties, the order may return to sender and be treated as a refusal of receipt (not a right of withdrawal). In such cases, we may deduct transportation/return/customs costs actually incurred.

Last updated: 14-09-2025