Refund policy

Last updated: 3 July 2026

At Bonabebe, we want you to be completely satisfied with your purchase. If you need to exchange or return an item, you may do so in accordance with this Policy, drawn up in compliance with Decree-Law No. 24/2014 of 14 February, the Consumer Protection Law and other applicable Portuguese legislation.

This Policy applies exclusively to purchases made through the online shop https://bonabebe.pt.

1. Right of Free Withdrawal

If you made a purchase from our online shop as a consumer, you have the right to withdraw from the contract within 14 (fourteen) days of receiving your order, without needing to give any reason.

To exercise this right, please contact us by e-mail at: apoiocliente@bonabebe.pt, stating:

  • Order number;
  • Name of the purchaser;
  • Item(s) you wish to return.

Once you have contacted us, our team will provide all the instructions needed for the return.

2. General Return Conditions

For a return to be accepted, the item must:

  • be in excellent condition;
  • show no signs of use beyond what is necessary to check its nature, characteristics and functioning;
  • include all original accessories, manuals and components;
  • retain all labels, seals and protective coverings present at the time of delivery;
  • be returned, wherever possible, in its original packaging.

Products will be inspected upon receipt.

Where they show signs of use, damage, missing accessories or any loss of value attributable to the Customer, Bonabebe may apply a proportional reduction to the amount to be refunded, to the extent legally permitted.

3. How to Make a Return

  1. Contact us by e-mail at apoiocliente@bonabebe.pt.
  2. Wait for confirmation and instructions from our team.
  3. Carefully package the item.
  4. Send the product to the address provided by Bonabebe.

We recommend using a trackable delivery service.

4. Return Costs

Except where the return results from an error attributable to Bonabebe or from a defective product, return costs are borne by the Customer.

Where the return results from:

  • shipment of the wrong item;
  • a defective product;
  • a product damaged during transport;
  • an error by Bonabebe;

the corresponding costs will be borne by Bonabebe.

5. Exchanges

We accept exchanges of items, provided that:

  • stock is available;
  • the item meets the conditions set out in this Policy.

If the new item has a different value, the corresponding price adjustment will be made.

6. Special Conditions for Pushchairs, Car Seats and Baby Carriers

Pushchairs, car seats, carrycots, travel systems, baby carriers and other large childcare items must be returned:

  • complete;
  • with no signs of use;
  • with no marks from permanent assembly or outdoor use;
  • with all accessories and manuals;
  • with all labels and protective coverings;
  • in the original packaging.

We recommend that these products only be inspected indoors until the Customer decides to keep them.

The absence of the original packaging or of essential components may make it impossible to resell the product under the conditions required by the manufacturers and our own quality standards.

Where the product shows signs of use, wear, damage, washing, permanent assembly or any change to its original condition, Bonabebe may apply a reduction to the refund amount corresponding to the product's loss of value or, where legally justified, refuse the return.

7. Products That Cannot Be Returned

For reasons of health and hygiene protection, and under Decree-Law No. 24/2014, returns are not accepted, once the packaging has been opened or the security seals removed, for the following products:

  • breast pumps;
  • dummies;
  • baby bottles;
  • teats;
  • baby food items;
  • hygiene items;
  • cosmetics;
  • other sealed products whose return is legally excluded.

The following also cannot be returned:

  • personalised products or products manufactured to the Customer's specifications;
  • Gift Cards that have already been activated or used.

8. Damaged, Incorrect or Defective Products

If you receive an item that is:

  • damaged;
  • incomplete;
  • different from what was ordered;
  • or apparently defective,

please contact us as soon as possible at: info@bonissa.pt

Wherever possible, please send:

  • order number;
  • photographs of the product;
  • photographs of the packaging;
  • description of the incident.

Bonabebe will review each situation and indicate the appropriate procedure.

9. Refunds

Once the returned items have been received and inspected, we will process the refund within a maximum period of 15 days, without prejudice to the maximum legal period applicable.

The refund will preferably be made using the same payment method used for the purchase.

Where this is not technically possible, we may ask the Customer for their IBAN in order to make a bank transfer.

10. Legal Warranty

All products sold by Bonabebe benefit from the legal warranty provided for under Portuguese law.

Where the manufacturer provides an additional commercial warranty, this is in addition to the rights conferred by the legal warranty and does not replace them.

If you need to invoke the warranty, please contact us at: apoiocliente@bonabebe.pt

11. Contact Details

For any question relating to exchanges, returns, refunds or warranties, you may contact us at:

  • Bonissa Bebé Unipessoal, Lda.
  • Rua Projectada à Matinha, Armazém F, 1950-327 Lisboa
  • Telephone: +351 967 764 045 (call charged at national mobile network rate)
  • E-mail: apoiocliente@bonabebe.pt
  • Business hours: Monday to Friday, 11:00 am to 8:00 pm (except public holidays).

12. Changes to This Policy

Bonabebe reserves the right to change this Returns, Exchanges and Refunds Policy whenever this proves necessary in order to comply with legislative changes, adapt internal procedures or improve the service provided to its customers.

The version in force will always be published on the website, indicating the date of its last update.