Right of withdrawal and returns
Last updated: 29 October 2026
1. Your right of withdrawal
If you are a consumer, you have the right to withdraw from the contract within 14 calendar days, without giving any reason and without costs other than those set out below.
The period ends 14 days after the day on which you, or a third party you nominate other than the carrier, take physical possession of the piece. If you ordered several pieces in one order and they are delivered separately, the period runs from receipt of the last one.
2. How to withdraw
Tell us your decision with a clear statement sent to:
Pompousweek Unipessoal Lda (Dr3amToReal) Travessa Cabo Luis, n.º 9, 3800-294 Aveiro, Portugal Email: dr3amtoreal@gmail.com · WhatsApp: +351 963 007 377
You can use a letter, email, written message or any other means that proves you sent it. You may use the model form at the end of this page, but you do not have to. Simply returning the piece with your name and order number is also valid.
To meet the deadline, it is enough to send your statement before the 14 days end.
3. Returning the piece
Send the piece back to the address above without undue delay and at the latest 14 days after the day you told us you were withdrawing. The deadline is met if you send the piece before those 14 days end.
Return costs: you pay the direct cost of returning the piece.
You may handle the piece as you would in a shop. You are only liable for any loss in value caused by handling beyond what is needed to establish its nature, characteristics and functioning. We recommend packing it carefully to avoid transport damage, but the return does not depend on the original packaging.
4. Refund
We refund all payments received, including the original delivery cost, except any extra cost from choosing a delivery method other than the least expensive standard delivery we offer (for example, express instead of standard).
The refund is made without undue delay and in any case within 14 days of the day we are told of your decision to withdraw.
We may withhold the refund until we have received the piece back or you have supplied proof of sending it, whichever comes first.
We refund using the same payment method you used (bank transfer, MB WAY, Multibanco or card via Stripe), unless you expressly agree otherwise. If you paid in cash, we will agree the refund method with you. In any case, the refund costs you nothing.
5. When there is no right of withdrawal: personalised pieces
Under article 17(1)(c) of Decree-Law no. 24/2014 of 14 February, there is no right of withdrawal for goods made to the consumer's specifications or clearly personalised. For example:
- pieces with your name, dates or other text you gave us;
- lithophanes, frames or lamps with your photo;
- pieces made to measurements or a design you supplied.
This exception does not apply when you only choose a colour, size or other variant from the catalogue options, or because the piece is printed after you order. In those cases you keep the right of withdrawal.
Before you pay, the order summary always states in writing whether your piece is personalised and therefore whether you have a right of withdrawal.
6. Faulty pieces or pieces damaged in transit
If a piece arrives damaged, faulty or different from what you ordered, contact us by email or WhatsApp, ideally with photos of the piece and the packaging. This is not a withdrawal: the 3-year legal guarantee of conformity applies (see Terms and conditions, section 9). In these cases we pay the shipping costs, including for personalised pieces.
Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
— To: Pompousweek Unipessoal Lda (Dr3amToReal), Travessa Cabo Luis, n.º 9, 3800-294 Aveiro, Portugal, dr3amtoreal@gmail.com
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: _______________________
— Ordered on (*) _______________ / received on (*) _______________
— Order number (if you have it): _______________
— Name of consumer(s): _______________________
— Address of consumer(s): _______________________
— Signature of consumer(s) (only if this form is sent on paper): _______________________
— Date: _______________
(*) Delete as appropriate.