Returns 

Under article 17 of Portuguese Decree-Law 24/2014 of 14 February, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised.

Each piece is made to order according to the customer's choices: on the Premium Frame, the course and the athlete's details; on the Medal Holder, the athlete's name; on the Race Map 3D, the course of the chosen race or of the GPX file sent by the customer. They are therefore not eligible for change-of-mind returns.

If your piece arrives with a manufacturing defect (incomplete print, incorrect text, or packaging damage affecting the product), we will:

To report a defect, contact geral@kriativu3d.pt or WhatsApp +351 928 392 007 with photos within 15 days of receipt.

If we make the piece with details that differ from those submitted in the order (wrong name, different time, different course, etc.), we replace it immediately at no cost and with priority shipping.

If the piece was made exactly from the submitted data and the customer made the error (wrong name, incorrect time, wrong race or GPX file), we may offer a second piece at 50% of the base price.

We recommend checking all details carefully before confirming the order.

If the order arrives damaged in transit:

For any question about returns or replacements:

Email: geral@kriativu3d.pt
WhatsApp: +351 928 392 007
Hours: Monday to Friday, 10am–7pm · Saturday, 10am–1pm
Response: within 24 business hours