Refund Policy

1. Introduction

At HenStag Portugal, we strive to ensure the best possible experience for our customers.
This policy applies to all activities and personalized items purchased on our website.

Under Decree-Law No. 24/2014, consumers have the right to cancel distance purchases within 14 days, except in the following situations:

  • Leisure services with a fixed date (activities, reservations, lodging, transfers) → no right of withdrawal.
  • Customized products (e.g., T-shirts, banners, promotional items) → no right of withdrawal.

2. Refunds for Activities and Services

  • Cancellation by the customer:
    • Up to 30 days before the activity → 70% refund of the total booking amount
    • Less than 30 days → no refund.
  • Cancellation by HenStag Portugal or service providers:
    • If we are unable to provide the service, an alternative will be offered.
    • If it is not accepted or not possible → full refund.

3. Refunds for Custom Items

  • Returns: only if the product is defective or damaged upon delivery.
  • Exchanges: permitted only in the event of a defect or damage.
  • Cancellation: Orders can be canceled up to 72 hours after placement. Once production has begun, cancellations are not possible.
  • Procedure: The customer must report any defects or damage immediately by sending a photo. We will provide a replacement or, if the item is unavailable, a full refund.

4. Refund Processing

  • Refunds are processed using the same payment method used for the purchase.
  • The standard processing time is up to 10 business days, always in compliance with the legal maximum of 14 days following acceptance of the refund request.

5. Partial Refunds

In the event of a partial cancellation of an order or service, the refund will be proportional to the unused portion.

6. Exceptions

No refunds or returns will be issued in the following cases:

  • Flawless custom items.
  • Activities the customer has already completed or has not participated in.
  • Products not purchased from our official online store.

7. Contacts

HenStag Portugal, LDA
Rua do Campo Alegre 1517, LJ24 C51
4150-182 Porto, Portugal
📧 infohsp@henstagportugal.com
📞 +351 928 276 603