Refund policy

Return and Refund Policy

Returns & Refunds

Every WAVEHODL product is crafted to order exclusively for you. While we produce our collection on demand, we respect your statutory rights.

Under EU and Portuguese consumer law, you have a 14-day right of withdrawal (cooling-off period) from the day you receive your item to return standard products for a change of mind.

Return Conditions: To be eligible for a change-of-mind return, the item must be completely unused, unaltered, free of odor or wear, in its original packaging, and in the exact same condition that you received it. All returns are strictly inspected upon arrival.
Return Shipping Costs: In accordance with EU law, the consumer is fully responsible for paying all return shipping costs to our facility in Portugal. Shipping fees are non-refundable. We strictly require using a trackable shipping service with shipping insurance, as we cannot guarantee or take responsibility for items lost in transit.
Strict Exclusions: Any items that feature personalized elements explicitly requested by you (such as custom engraved initials, custom text, or customer-uploaded graphics) are completely unique to you. Under Article 16(c) of the EU Consumer Rights Directive, these uniquely customized items are strictly exempt from the 14-day cooling-off period and cannot be returned or exchanged for change of mind.

Damages, Defects, and Order Issues

We stand fully behind the premium quality of our craftsmanship. If your order arrives damaged, defective, or materially different from what you ordered, please inspect it upon reception and contact us immediately at info@wavehodl.com.

Please provide clear photographic or video evidence of the issue. In accordance with Portuguese consumer protection law (Decreto-Lei n.º 84/2021) regarding faulty goods, we will promptly evaluate the issue and make it right by offering a replacement or a correction at no cost to you. If a replacement or repair is impossible or disproportionate, a full refund will be issued to your original payment method.

Exchanges

The fastest way to ensure you get what you want is to return the item you have (subject to the return conditions and shipping costs outlined above), and once the return is accepted, make a separate purchase for the new item.

Refund Processing

We will notify you once we’ve received and inspected your returned item to confirm if the refund is approved based on its condition. If approved, you will be automatically refunded on your original payment method within 10 business days. Please note that your bank or credit card company may require additional processing time to post the refund. If more than 15 business days have passed since your return was approved, please contact us at info@wavehodl.com.