Refund and Returns Policy

We are committed to ensuring our customers’ full satisfaction. Please read this policy carefully before submitting a return request.

Trader Identification

Gouveia Correia Tavares, Unipessoal Lda (trading as “CJ Tavares”)
Registered office: Avenida D. Afonso Henriques, nº 55, Escritório 11, 3000-011 Coimbra, Portugal
NIF: 518231860
Email: returns@cjtavares.com
Phone: (+351) 913 316 977

Right of Withdrawal (14-Day Return Period)

In accordance with European Union consumer protection legislation, customers are entitled to withdraw from the purchase contract within a period of 14 calendar days, counted from the date of receipt of the goods, without the need to provide any justification.

To exercise this right, the customer must contact us at returns@cjtavares.com within the aforementioned period, specifying the order number and the item(s) to be returned.

Condition of Returned Items

As our products are collectible scale models, items must be returned:

  • Unused and in the same condition in which they were received;
  • In their original packaging, including protective materials, display boxes, and accessories.

Items exhibiting signs of use, damage attributable to the customer, or lacking the original packaging may be subject to a reduced refund, reflecting the diminished value of the product.

Photographic Record at Dispatch

In order to ensure transparency across all orders, each item is photographed at the time of dispatch, documenting its condition prior to leaving our warehouse. These records are retained and may be used to verify any claim regarding the condition of an item upon arrival.

Damaged or Incorrect Items

We acknowledge that carriers may, on occasion, damage packages in transit. Should an item arrive damaged, defective, or inconsistent with the order placed, customers are requested to:

  1. Contact us within 48 hours of delivery, at returns@cjtavares.com;
  2. Provide clear photographs of the item, any visible damage, and the outer shipping packaging;
  3. Allow us to compare these records against our dispatch documentation for verification purposes.

Claims submitted without photographic evidence, or reported significantly beyond the 48-hour period, may not be eligible for approval, as it will not be possible to determine whether the damage occurred during transit or subsequently.

Acceptance of Returns and Responsibility for Shipping Costs

We accept product returns within the legal 14-day period. What may vary, depending on the reason for the return, is solely the responsibility for the return shipping cost:

  • Where the issue is attributable to us (damaged, defective, or incorrect item), we shall bear the return shipping cost and offer, at the customer’s discretion, a full refund or a replacement;
  • In all other cases (including, but not limited to, change of mind), the return shipping cost shall be borne by the customer.

Return Procedure

  1. Contact us at returns@cjtavares.com, providing the order number and reason for return;
  2. We will confirm the return address and provide the relevant instructions;
  3. The item must be carefully packaged in its original packaging;
  4. The use of a tracked shipping service is recommended.

Refunds

Upon receipt and inspection of the returned item, we will notify the customer of the refund’s approval status. Once approved, the refund will be processed within 14 days, using the same payment method employed in the original purchase.

Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract)

To: Gouveia Correia Tavares, Unipessoal Lda, Avenida D. Afonso Henriques, nº 55, Escritório 11, 3000-011 Coimbra, Portugal — returns@cjtavares.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:

Ordered on (*) / received on (*):

Name of consumer(s):

Address of consumer(s):

Order number:

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.

Using this form is optional — you may also notify us of your decision by any other clear statement, for instance by email to returns@cjtavares.com.

Contact

For any further queries regarding returns or refunds, please contact us:
📧 returns@cjtavares.com