Returns, Refunds & Cancellation Policy

Made-to-Order Policy

RELIQUIA PLASTICA tiles are handcrafted, made-to-order pieces. Each tile is individually crafted and numbered after your order is confirmed, making this a unique, limited production run.

Important: As made-to-order goods, these tiles are typically exempt from standard EU 14-day withdrawal rights. However, we offer a 14-day order cancellation window as a goodwill gesture.

Order Cancellation Policy

14-Day Order Cancellation Window: You may cancel your order within 14 days of payment for a full refund.

How Our Production Schedule Works:

  • Days 1-14: Order confirmation period - production has not yet begun
  • Day 15 onwards: Production begins - tiles are crafted specifically for your order
  • Weeks 8-12: Completion and shipping

After 14 days: Once production begins (day 15), cancellations cannot be accepted due to the custom, made-to-order nature of each tile. To cancel within the 14-day window, email hello@reliquiaplastica.org with your order details.

Refund Policy

  • Within 14 days of order: Full refund available (before production begins)
  • After production begins: No refunds available due to custom, made-to-order nature
  • Refund processing: 5-10 business days via original payment method

Returns Policy for Delivered Items

Due to the handcrafted, numbered, and personalized nature of each tile:

  • Damaged in shipping: Full replacement or refund
  • Manufacturing defects: Replacement or refund
  • Change of mind: Not accepted due to custom, made-to-order nature
  • Wrong collection received: Exchange available

Report any issues within 7 days of delivery with photos to hello@reliquiaplastica.org

EU Consumer Rights

Legal Notice: Under EU Directive 2011/83/EU, made-to-order goods are exempt from the standard 14-day withdrawal right. Our 14-day order cancellation window is offered as a goodwill gesture and applies only to orders before production begins. Once production starts, standard made-to-order exemptions apply.

Dispute Resolution

We're committed to resolving any issues directly:

  1. Contact us first at hello@reliquiaplastica.org
  2. We'll respond within 48 hours
  3. If unresolved, you may dispute through your payment provider
  4. EU customers have additional rights under consumer protection laws

Production & Delivery Timeline

Order Confirmation: 14 days (cancellation window)
Production Time: 6-8 weeks (begins after confirmation period)
Expected Delivery: November - December 2025
Perfect for: Holiday gifts
Updates: Regular progress emails to all supporters

Contact Information

Email: hello@reliquiaplastica.org
Response Time: Within 48 hours
Business: RELIQUIA PLASTICA, Lisbon, Portugal