Last updated: 01/07/2026
1.1 These Terms and Conditions govern the sale of Kaoâ products through the website www.kaoaofficial.com.
1.2 The website is operated by Alexandre e Adriana Oliveira Lda., Portuguese tax identification number 510850057, with registered office at Rua da Tábua, 150 B, 4835-301 Guimarães, Portugal.
1.3 For the purposes of these Terms and Conditions:
1.4 Use of the website and the purchase of Kaoâ products presuppose full acceptance of these Terms and Conditions.
2.1 The User may place orders with or without prior registration, using the features available on the website.
2.2 When creating an account or placing an order, the User undertakes to provide true, complete and up-to-date information.
2.3 The User is responsible for keeping their account access details confidential and for all activities carried out through the account.
3.1 The website is intended for all users wishing to purchase Kaoâ products online, 24 hours a day, 7 days a week.
3.2 The essential characteristics of each product are described on the respective product pages.
3.3 Kaoâ endeavours to ensure that product descriptions, images and other information are clear and accurate. Nevertheless, slight variations may occur, particularly in colour, texture or finish, depending on the screen used, lighting, the textile nature of the items or the production process.
3.4 Kaoâ reserves the right to change, at any time and without prior notice, the information, prices, campaigns, promotions or commercial terms available on the website.
4.1 To place an order, the User must:
4.2 After completing the order, the User will receive a confirmation email containing the relevant details.
4.3 Automatic order confirmation does not constitute final acceptance of the order. Kaoâ reserves the right not to accept or to cancel orders under the terms set out in these Terms and Conditions.
4.4 By submitting the order, the User declares that they have read and accepted these Terms and Conditions and the Privacy Policy.
4.5 Kaoâ may refuse to accept or may cancel orders, in particular in the following circumstances:
5.1 All prices shown on the website are stated in euros (€).
5.2 Prices include VAT at the statutory rate in force, where applicable.
5.3 For orders shipped to countries outside the European Union, applicable customs duties, import taxes and other customs charges may be calculated at checkout and paid by the Customer at the time of purchase.
5.4 Whenever these amounts are charged at checkout, the Customer should not incur additional costs at the time of delivery, except in exceptional circumstances arising from requirements, procedures or decisions of local customs authorities that are beyond Kaoâ’s control.
5.5 Prices may be changed without prior notice. The price applicable to the order will always be the price shown at checkout when the purchase is confirmed.
5.6 In the event of an obvious price or information error, the order may be cancelled up until dispatch, with a full refund of the amounts paid, where applicable.
5.7 The User is only required to pay the final total amount expressly shown at checkout and confirmed when the order is completed.
6.1 Kaoâ provides the payment methods shown at checkout at the time of purchase.
6.2 Only the payment methods displayed on the website when the order is completed will be accepted.
6.3 The order will only be processed after the relevant payment has been confirmed.
7.1 Shipping costs are shown to the User during checkout, before final confirmation of the order.
7.2 For international shipments outside the European Union, applicable customs duties, import taxes and other customs charges may also be shown and charged at checkout.
7.3 Whenever such amounts are charged at checkout, the Customer should not pay additional amounts upon delivery, except in exceptional circumstances arising from procedures, requirements or decisions of local customs authorities that are beyond Kaoâ’s control.
7.4 Shipping costs are non-refundable, unless reimbursement is required by a mandatory provision of law. Any additional costs resulting from the Customer’s choice of a shipping method other than the least expensive standard method offered by Kaoâ are likewise non-refundable, as are customs duties, taxes, administrative fees or charges levied by external entities, unless otherwise required by a mandatory provision of law or where the reason for the return is attributable to Kaoâ.
8.1 Shipments are made from Monday to Friday, excluding public holidays.
8.2 The delivery service does not include prior scheduling, and the Customer is responsible for ensuring that someone is available to receive the order at the stated address.
8.3 Delivery times are estimates only and may vary depending on the destination, item availability, promotional periods, campaigns, Christmas or other logistical factors.
8.4 Each Kaoâ item may be made to order, so the stated time frames may change, particularly during periods of higher order volumes.
8.5 If an ordered product is unavailable, the Customer will be informed and, if payment has already been made, the relevant amount will be refunded in accordance with applicable law.
8.6 If delivery cannot be made on the expected date, a new delivery attempt or another applicable logistical procedure may be proposed.
8.7 Upon delivery, the Customer must inspect the packaging. If it shows visible damage, the Customer must refuse the order and immediately contact Kaoâ at hello@kaoaofficial.com.
8.8 For international shipments outside the European Union, customs clearance may in some cases cause additional delays. These delays are beyond Kaoâ’s control and do not, in themselves, constitute grounds for cancellation, unjustified refusal of the order or a refund request.
8.9 If the Customer refuses delivery of the order, fails to collect it, does not claim the order or does not complete the procedures required for customs clearance, the order may be returned to origin, held, abandoned or destroyed by the carrier or the competent authorities. In such cases, Kaoâ reserves the right to deduct from the amount to be refunded all costs incurred, including shipping, return, storage and destruction costs, customs duties, administrative charges and handling expenses, to the extent permitted by law.
8.10 Delivery is deemed completed when the order is made available at the stated address and confirmed by the carrier, namely by means of a signature, delivery record or equivalent procedure.
9.1 The Customer may exercise the right of withdrawal within 14 calendar days from the day after receiving the order, without having to provide any reason, in accordance with applicable law.
9.2 Where an order is delivered separately, in several lots or in several parts, the 14-day period begins on the day after receipt of the last item, lot or part of the order.
9.3 To exercise the right of withdrawal or request a return, the Customer must notify Kaoâ of their decision through the customer area on the website, where available, or by email to returns@kaoaofficial.com, stating the order number and the items they wish to return.
9.4 The Customer may use the statutory model withdrawal form, where provided, but this is not mandatory. An unequivocal statement communicating the decision to return the goods or withdraw from the contract is sufficient.
9.5 To comply with the period referred to in clause 9.1, it is sufficient for the return notice to be submitted through the Kaoâ customer area or sent by email to returns@kaoaofficial.com before the end of the 14-calendar-day period.
9.6 After notifying Kaoâ of the return, the Customer must send the items or hand them over to the carrier within a maximum of 14 calendar days from the date on which the Customer communicated their decision to return them.
9.7 The return shipping deadline is deemed to have been met if the Customer hands the package over to the carrier within the period referred to in the preceding clause and retains the relevant proof of shipment/tracking.
9.8 Important: the package does not have to physically reach the Kaoâ warehouse within the first 14 days after the Customer receives the order. The following must occur within the stated time frames: i) notice of the return within 14 days after receipt of the order; and ii) handover of the package to the carrier within the 14 days following notice of the return.
9.9 Returns will only be accepted provided that the items meet the following conditions:
9.10 Whenever possible, the Customer should reuse the order’s original box or use a durable box or envelope. Thin paper bags or plastic bags that do not adequately protect the items should be avoided.
9.11 Kaoâ reserves the right to apply a proportionate reduction to the refund value of items damaged due to inadequate packaging or handling beyond what is necessary to establish the nature, characteristics and size of the item, in accordance with applicable law.
9.12 The direct cost of the return is borne by the Customer, except in the event of a manufacturing defect, shipping error, lack of conformity of the item, an express agreement to the contrary or where otherwise required by law.
9.13 The initial shipping costs are non-refundable, unless reimbursement is required by a mandatory provision of law. In all cases, any additional costs resulting from the Customer’s choice of a shipping method that is different from and more expensive than the least expensive standard method offered by Kaoâ are non-refundable.
9.14 Any customs duties, taxes, administrative fees or charges paid by the Customer to external entities will not be refunded by Kaoâ, unless otherwise required by law or where the reason for the return is attributable to Kaoâ.
9.15 The refund will be made using the same payment method used for the purchase, unless otherwise expressly agreed with the Customer and provided that the Customer does not incur any costs as a result of the refund.
9.16 Kaoâ may withhold the refund until it has received the returned items or until the Customer provides proof that the items have been sent, whichever occurs first.
9.17 After the items have been received and inspected, the refund will be processed within the period prescribed by applicable law.
9.18 If the items do not comply with the conditions of this policy, are worn, washed, damaged, incomplete, without labels or without the applicable security tag, Kaoâ may refuse the return or apply a proportionate reduction to the amount to be refunded, in accordance with applicable law.
9.19 For reasons of security, international traceability and formal delivery validation, all returns and exchanges relating to orders shipped by DHL must also be sent via DHL, unless Kaoâ expressly states otherwise.
9.20 For returns originating outside the European Union, the use of DHL is mandatory, unless Kaoâ expressly states otherwise.
9.21 Only duly tracked returns, with valid proof of shipment/tracking and, where applicable, formal proof of delivery, will be processed.
9.22 Kaoâ is not liable for losses, delays, additional customs charges, customs clearance difficulties or costs resulting from the use of a carrier other than the one used for the original shipment, without adequate tracking or without formal proof of delivery.
9.23 If the return is sent using a carrier other than the one indicated by Kaoâ and this results in additional costs, delays, the absence of valid tracking or the absence of formal proof of delivery, Kaoâ reserves the right to suspend processing of the refund until the situation has been resolved and/or to deduct any charges incurred by Kaoâ from the amount to be refunded, to the extent permitted by law.
9.24 For returns sent from outside the European Union, the Customer must:
9.25 If the customs return procedure is not followed correctly and Kaoâ is charged customs duties, administrative costs or other charges, these costs may be deducted from the amount to be refunded, to the extent permitted by law.
9.26 In the event of an item with a manufacturing defect, a shipping error or lack of conformity, Kaoâ will bear the return transport costs and may arrange collection from an address chosen by the Customer, provided that it is located in the original country of shipment, excluding islands.
9.27 Where an exchange requested by the Customer is accepted by Kaoâ, the value may be made available by means of a voucher valid for 12 months, unless otherwise required by law or otherwise agreed between the parties.
9.28 Items purchased with a voucher and subsequently returned will be refunded in the form of a new voucher, unless otherwise required by law.
9.29 Personalised items, items made to the Customer’s specifications or items made under a special order are not eligible for return or exchange, except in the event of a defect, shipping error or lack of conformity, in accordance with applicable law.
9.30 Failure to claim the order, refusal of delivery or refusal to pay customs charges at the destination does not, in itself, constitute valid exercise of the right of withdrawal and does not confer entitlement to a full refund. Such situations may result in transport, storage, return or destruction costs, customs duties or administrative charges, which may be deducted from any amount to be refunded, to the extent permitted by law.
10.1 Orders may be cancelled before dispatch by contacting returns@kaoaofficial.com.
10.2 If cancellation is accepted before dispatch, the amounts paid will be refunded within the period prescribed by applicable law.
10.3 Once the order has been dispatched, the rules concerning the right of withdrawal, returns and exchanges set out in clause 9 of these Terms and Conditions will apply.
10.4 There are no automatic direct exchanges. The Customer may choose to return the item under the applicable terms or, where made available and accepted by Kaoâ, receive a voucher valid for the period indicated when it is issued.
10.5 Orders paid for with a voucher and subsequently returned may be refunded by means of a new voucher, unless otherwise required by law.
10.6 In the event of a defect, shipping error or lack of conformity, the Customer must contact Kaoâ at returns@kaoaofficial.com, stating the order number and describing the situation.
10.7 Notice of the defect, shipping error or lack of conformity should include photographs that allow the situation to be assessed, wherever possible and reasonable.
10.8 In cases of a defect, lack of conformity or error attributable to Kaoâ, the return costs will be borne by Kaoâ.
10.9 This clause does not affect the Customer’s statutory rights concerning the conformity guarantee for goods.
11.1 All Kaoâ products are prepared with a high level of care and quality control.
11.2 The colours, textures, finishes and dimensions shown on the website may vary slightly depending on the monitor or device, the lighting conditions used for viewing or the inherent characteristics of the materials.
12.1 Any complaint may be submitted by email to hello@kaoaofficial.com.
12.2 Kaoâ will endeavour to respond as soon as possible.
12.3 The Customer may also use the Electronic Complaints Book, as indicated in clause 20 of these Terms and Conditions.
13.1 Kaoâ products benefit from the conformity guarantee provided for under applicable law.
13.2 The statutory guarantee does not cover damage resulting from misuse, improper washing, negligence, accidents, normal wear and tear or failure to comply with the care and maintenance instructions provided by Kaoâ.
13.3 In the event of a defect or lack of conformity, the Customer must contact Kaoâ at returns@kaoaofficial.com, stating the order number and enclosing photographs of the item and the reported issue, wherever possible.
14.1 Kaoâ does not guarantee uninterrupted operation of the website and is not liable for failures, interruptions, delays or errors arising from external factors, force majeure, technical faults, strikes, logistical constraints, natural disasters, legislative changes or acts of public authorities.
14.2 Kaoâ is not liable for delays, costs, holds, destruction, return to origin or other procedures determined by customs authorities, carriers or third parties outside Kaoâ’s control, without prejudice to the Customer’s statutory rights.
15.1 Kaoâ reserves the right to amend these Terms and Conditions at any time.
15.2 Users will always be subject to the version of the Terms and Conditions in force on the date their order is confirmed.
16.1 Personal data is processed under the terms described in the Privacy Policy available on the website.
16.2 For matters relating to personal data, the User may contact Kaoâ using the contact details stated in the Privacy Policy.
17.1 Computer records, communications, invoices and other documents stored by Kaoâ under reasonably secure conditions will constitute evidence of the transactions carried out between the parties, to the extent legally admissible.
17.2 The Customer should retain proof of payment, order confirmations, return communications and proof of shipment/tracking whenever relevant.
18.1 These Terms and Conditions are governed by Portuguese law.
18.2 Nothing in these Terms and Conditions affects the mandatory rights granted to the Customer under applicable law.
19.1 In the event of a consumer dispute, the User may refer the matter to a Consumer Alternative Dispute Resolution Entity.
19.2 In accordance with applicable law, Kaoâ informs the consumer that they may refer the matter, among others, to the following Consumer Alternative Dispute Resolution Entities:
19.3 The updated list of Consumer Alternative Dispute Resolution Entities may be consulted on the website of the Portuguese Directorate-General for Consumer Affairs at www.consumidor.gov.pt.
20.1 The Electronic Complaints Book is available at www.livroreclamacoes.pt.
20.2 The Customer may submit a complaint using the Electronic Complaints Book, without prejudice to first contacting Kaoâ at hello@kaoaofficial.com.
21.1 Promotions and campaigns available on the website are valid only for as long as they are published online, unless expressly stated otherwise.
21.2 Promotions cannot be combined with other campaigns, discounts, vouchers or promotional codes, unless expressly stated otherwise.
21.3 Kaoâ reserves the right to change, suspend or end promotions at any time, without prejudice to orders already confirmed.
The Customer may use the following form to exercise the right of withdrawal, although its use is not mandatory:
To Kaoâ / Alexandre e Adriana Oliveira Lda.
Rua da Tábua, 150 B, 4835-301 Guimarães, Portugal
Email:
returns@kaoaofficial.com
I hereby give notice that I withdraw from my contract of sale relating to the following items:
Order no.: ______________________________
Items to be returned: ______________________________
Order date: ____ / ____ / ______
Date received: ____ / ____ / ______
Customer’s name: ______________________________
Customer’s address: ______________________________
Email address used for the order: ______________________________
Date: ____ / ____ / ______
Customer’s signature, only if this form is submitted on paper: ______________________________
