Returns & Refunds Policy
Last updated: 5 November 2026
At DAI.SY.HELL, every creation is unique, handmade, and carefully packaged before beginning its journey to you.
We want your order to arrive safely and exactly as expected. This policy explains how returns, refunds, and damaged deliveries are handled.
1. Returns & Right of Withdrawal
Under applicable Portuguese and European Union consumer protection laws, customers purchasing online generally have the right to withdraw from their purchase within 14 days of receiving their order, without providing a reason.
To exercise this right, please contact us at compliance@daisyhell.com before the 14-day period expires, clearly stating your decision to withdraw from the purchase.
After notifying us, you must return the item within 14 days.
DAI.SY.HELL does not offer voluntary change-of-mind returns beyond the legally required withdrawal period.
2. Return Conditions
When returning an item, please ensure that:
The item is securely packaged to prevent damage during transportation.
All included accessories or components are returned.
The item has not been damaged through handling beyond what is necessary to inspect its nature, characteristics, and functioning.
We strongly recommend reusing the original protective packaging whenever possible, particularly for fragile ceramics.
Customers may be responsible for any diminished value resulting from handling beyond what is necessary to inspect the item.
3. Return Shipping Costs
Customers are responsible for the direct shipping costs of returning an item when exercising their 14-day right of withdrawal.
We recommend using a tracked and insured shipping service, especially for fragile or one-of-a-kind creations.
Please contact us at compliance@daisyhell.com for return instructions and the appropriate return address.
Return shipping costs for damaged, defective, or incorrectly supplied items are handled separately in accordance with applicable consumer protection laws.
4. Refunds for Withdrawals
When a customer validly exercises their right of withdrawal, we will refund the payments received for the returned goods, including the original standard delivery charge where legally required.
Additional delivery costs resulting from choosing a more expensive shipping option than our least expensive standard delivery method are not refundable.
Refunds will be issued within 14 days of receiving your withdrawal notification. Where permitted by law, we may withhold the refund until we receive the returned item or receive evidence that it has been sent back, whichever occurs first.
Refunds will be made using the original payment method unless another method is expressly agreed, without additional refund fees.
5. Damaged or Broken Items
Every DAI.SY.HELL creation is carefully packaged to protect it during transportation.
However, accidents can happen.
If your order arrives damaged or broken, please contact compliance@daisyhell.com as soon as possible, preferably within 48 hours of delivery.
To help us assess the situation, please provide:
Your order number.
Clear photographs of the damaged item.
Photographs of the exterior shipping package.
Photographs of the internal protective packaging.
A photograph of the shipping label.
Please keep the original packaging while the issue is being investigated, whenever reasonably possible.
We will assess the information provided and may contact the shipping carrier to determine what happened during transportation.
If an item arrives damaged or does not conform to the purchase contract, we will provide the remedies required under applicable consumer protection law.
As many DAI.SY.HELL creations are one of a kind, an identical replacement may not be possible. Depending on the circumstances, an appropriate remedy may include repair, a price reduction, or a refund.
Investigations with shipping carriers are handled separately and do not affect your statutory consumer rights.
The suggested 48-hour reporting period helps us investigate shipping incidents but does not limit your legal rights.
6. Handmade & One-of-a-Kind Creations
DAI.SY.HELL creations are handmade and individually produced.
Small variations in shape, colour, texture, and finish are natural characteristics of handmade artwork and are not automatically considered defects.
Product photographs and descriptions aim to represent each creation as accurately as possible.
These characteristics do not limit your legal rights if an item is defective, damaged, or does not match its description.
7. International Returns
DAI.SY.HELL ships internationally to supported destinations.
International customers exercising an applicable right of withdrawal are responsible for direct return shipping costs.
Depending on the destination, customs procedures, import charges, and other requirements may apply.
Mandatory consumer rights under applicable law remain unaffected.
For international returns, please contact us before shipping your item so we can provide the appropriate instructions.
8. Contact
For returns, refunds, damaged deliveries, or questions about this policy, please contact:
DAI.SY.HELL
Website: https://daisyhell.com
Email: compliance@daisyhell.com
Location: Portugal
Please include your order number whenever possible.
