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 managed by the company Alexandre e Adriana Oliveira Lda., VAT No. 510850057, with registered office at Rua da Tábua, 150 B, 4835-301 Guimarães, Portugal.
1.3 For the purposes of these Terms and Conditions, the following definitions apply:
1.4 Use of the website and purchase of Kaoâ products imply full acceptance of these Terms and Conditions.
2.1 The User may place orders with or without prior registration, through the features available on the website.
2.2 By 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 maintaining the confidentiality of their account access details and for all activities carried out through it.
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 seeks to ensure that product descriptions, images and other information are clear and accurate. Nevertheless, small variations may occur, namely in colour, texture or finish, depending on the screen used, lighting, the textile nature of the garments or the production process.
3.4 Kaoâ reserves the right to change, at any time and without prior notice, any information, prices, campaigns, promotions or commercial conditions 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 with 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, as well as the Privacy Policy.
4.5 Kaoâ may refuse to accept or may cancel orders, namely in the following situations:
5.1 All prices displayed on the website are indicated in euros (€).
5.2 Prices include VAT at the applicable legal rate, where applicable.
5.3 For orders destined for countries outside the European Union, customs duties, import taxes and other applicable customs charges may be calculated at checkout and paid by the customer at the time of purchase.
5.4 Whenever such amounts are charged at checkout, the customer should not bear additional costs at the time of delivery, except in exceptional situations arising from requirements, procedures or decisions of local customs authorities, outside Kaoâ’s control.
5.5 Prices may be changed without prior notice. The price applicable to the order will always be the one indicated at checkout at the time the purchase is confirmed.
5.6 In the event of an obvious pricing 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 must pay only the final total amount expressly indicated at checkout and confirmed at the time the order is completed.
6.1 Kaoâ provides the payment methods indicated at checkout at the time of purchase.
6.2 Only the payment methods displayed on the website at the time the order is finalised will be accepted.
6.3 The order will only be processed after confirmation of the respective payment.
7.1 Shipping costs are shown to the User during the checkout process, before final confirmation of the order.
7.2 For international shipments outside the European Union, customs duties, import taxes and other applicable customs charges may also be displayed and charged at checkout.
7.3 Whenever such amounts are charged at checkout, the customer should not pay additional amounts at the time of delivery, except in exceptional situations arising from procedures, requirements or decisions of local customs authorities, outside Kaoâ’s control.
7.4 Shipping costs paid at the time of purchase will be refunded under the legally applicable terms in the event of valid exercise of the right of withdrawal, except for any supplementary costs resulting from the customer’s choice of a delivery method other than the standard delivery method made available by Kaoâ. This rule does not affect the non-refundability of customs duties, taxes, administrative fees or charges collected by external entities, unless otherwise provided by law or when 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 it is the customer’s responsibility to ensure that someone is available to receive the order at the indicated address.
8.3 Delivery times are merely indicative and may vary depending on the destination, item availability, promotional periods, campaigns, Christmas or other logistical factors.
8.4 Each Kaoâ piece may be made to order, so the indicated timeframes may change, especially during periods of higher order volume.
8.5 If the ordered product is unavailable, the customer will be informed and, if payment has already been made, the respective amount will be refunded under the applicable legal terms.
8.6 If delivery is not possible 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 package. 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 not dependent on Kaoâ 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, does not collect it, does not claim the order or does not comply with the procedures required for customs clearance, the order may be returned to origin, held, abandoned or destroyed by the carrier or competent authorities. In such cases, Kaoâ reserves the right to deduct from the amount to be refunded all costs incurred, including shipping, return, storage, destruction, customs duties, administrative charges and handling expenses, under the legally applicable terms.
8.10 Delivery is considered completed once the order is made available at the indicated address and confirmed by the carrier, namely through signature, delivery record or equivalent procedure.
9.1 The customer may exercise the right of withdrawal within 14 calendar days from the day following receipt of the order, without needing to give any reason, under the applicable legal terms.
9.2 For orders delivered separately, in several lots or in several parts, the 14-day period starts from the day following 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 communicate their decision to Kaoâ through the customer area on the website, when available, or by email to returns@kaoaofficial.com, indicating the order number and the items they wish to return.
9.4 The customer may use the legal model withdrawal form, when provided, but this is not mandatory. A clear statement communicating the decision to return or withdraw from the contract is sufficient.
9.5 For the period referred to in point 9.1 to be met, it is sufficient that the return communication is 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 communicating the return, the customer must send or hand over the items to the carrier within a maximum period of 14 calendar days from the date on which they communicated their return decision to Kaoâ.
9.7 The return shipping deadline is considered met if the customer hands the package over to the carrier within the period referred to in the previous point and keeps the respective proof of shipment/tracking.
9.8 Important: the package does not have to physically arrive at the Kaoâ warehouse within the first 14 days after receipt of the order by the customer. What must occur within the indicated deadlines is: i) communication 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 communication 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 original order box or use a resistant box or envelope. Thin paper bags or plastic bags that do not properly protect the items should be avoided.
9.11 Kaoâ reserves the right to apply a proportional reduction to the refund value of items damaged due to inadequate packaging or handling exceeding what is necessary to verify the nature, characteristics and size of the item, under the legally applicable terms.
9.12 The direct cost of returning the item is borne by the customer, except in the case of a manufacturing defect, shipping error, non-conformity of the item, express agreement to the contrary or where legally applicable.
9.13 In the event of valid exercise of the right of withdrawal, the initial shipping costs will be refunded under the legally applicable terms, except for any supplementary costs resulting from the customer’s choice of a delivery method other than the standard delivery method made available by Kaoâ.
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 provided by law or when 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 expressly agreed otherwise with the customer and provided that the customer does not incur any costs as a result of such refund.
9.16 Kaoâ may withhold the refund until it has received the returned items or until the customer provides proof of shipment of the items, whichever occurs first.
9.17 After receipt and verification of the items, the refund will be processed within the legally applicable period.
9.18 If the items do not comply with the conditions of this policy, are worn, washed, damaged, incomplete, without tags or without the applicable security tag, Kaoâ may refuse the return or apply a proportional reduction to the amount to be refunded, under the legally applicable terms.
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 through DHL, unless expressly indicated otherwise by Kaoâ.
9.20 For returns originating outside the European Union, the use of DHL is mandatory, unless expressly indicated otherwise by Kaoâ.
9.21 Only properly tracked returns, with valid proof of shipment/tracking and, where applicable, formal proof of delivery, will be processed.
9.22 Kaoâ is not responsible for losses, delays, additional customs duties, 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 by a carrier other than the one indicated by Kaoâ and results in additional costs, delays, absence of valid tracking or absence of formal proof of delivery, Kaoâ reserves the right to suspend refund processing until the situation is regularised and/or deduct any charges borne by Kaoâ from the amount to be refunded, under the legally applicable terms.
9.24 For returns sent from outside the European Union, the customer must:
9.25 If the customs return procedure is not correctly followed and Kaoâ is charged customs duties, administrative costs or other charges, such costs may be deducted from the amount to be refunded, under the legally applicable terms.
9.26 In the event of an item with a manufacturing defect, shipping error or non-conformity, Kaoâ will bear the return shipping costs and may organise collection from an address chosen by the customer, provided it is located in the country of original shipment, excluding islands.
9.27 In the event of an exchange requested by the customer and accepted by Kaoâ, the amount may be made available through a voucher valid for 12 months, unless otherwise provided by law or differently 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 provided by law.
9.29 Personalised pieces, pieces made according to the customer’s specifications or pieces made as a special order are not eligible for return or exchange, except in the case of defect, shipping error or non-conformity, under the legally applicable terms.
9.30 Failure to claim the order, refusal of delivery or refusal to pay customs duties at destination does not, in itself, amount to valid exercise of the right of withdrawal and does not entitle the customer to a full refund. Such situations may give rise to transport, storage, return, destruction, customs duties or administrative charges, which may be deducted from any amount to be refunded, under the legally applicable terms.
10.1 Orders may be cancelled before dispatch by contacting returns@kaoaofficial.com.
10.2 If the cancellation is accepted before dispatch, the amounts paid will be refunded within the legally applicable period.
10.3 After the order has been dispatched, the rules regarding the right of withdrawal, returns and exchanges set out in point 9 of these Terms and Conditions shall apply.
10.4 There are no automatic direct exchanges. The customer may choose to return the item under the applicable terms or, when made available and accepted by Kaoâ, receive a voucher valid for the period indicated at the time of issue.
10.5 Orders paid with a voucher and subsequently returned may be refunded through a new voucher, unless otherwise provided by law.
10.6 In the event of a defect, shipping error or non-conformity, the customer must contact Kaoâ at returns@kaoaofficial.com, indicating the order number and describing the situation.
10.7 The defect, shipping error or non-conformity must be reported with photographs allowing the situation to be assessed, whenever possible and reasonable.
10.8 In cases of defect, non-conformity or error attributable to Kaoâ, return costs will be borne by Kaoâ.
10.9 This point does not affect the consumer’s legal rights regarding the guarantee of conformity of goods.
11.1 All Kaoâ products are prepared with great care and quality control.
11.2 The colours, textures, finishes and dimensions displayed on the website may vary slightly depending on the monitor, device, lighting conditions used for viewing or the specific characteristics of the materials.
12.1 Any complaint may be submitted by email to hello@kaoaofficial.com.
12.2 Kaoâ will seek to respond as soon as possible.
12.3 The customer may also use the Electronic Complaints Book, under the terms indicated in point 20 of these Terms and Conditions.
13.1 Kaoâ products benefit from the guarantee of conformity provided for in the applicable legislation.
13.2 The legal guarantee does not cover damage resulting from improper use, inadequate washing, negligence, accidents, normal wear and tear resulting from use or failure to comply with the care and maintenance instructions indicated by Kaoâ.
13.3 In the event of defect or non-conformity, the customer must contact Kaoâ at returns@kaoaofficial.com, indicating the order number and attaching photographs of the item and the reported situation, whenever possible.
14.1 Kaoâ does not guarantee uninterrupted operation of the website and is not responsible for failures, interruptions, delays or errors arising from external factors, force majeure, technical faults, strikes, logistical constraints, natural disasters, legal changes or acts of public authorities.
14.2 Kaoâ is not responsible 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 rights legally recognised to the consumer.
15.1 Kaoâ reserves the right to change these Terms and Conditions at any time.
15.2 The version of the Terms and Conditions in force on the date of confirmation of the respective order shall always apply to Users.
16.1 Personal data processing is carried out under the terms described in the respective Privacy Policy available on the website.
16.2 For matters related to personal data, the User may contact Kaoâ through the means indicated in the Privacy Policy.
17.1 Computer records, communications, invoices and other documents archived by Kaoâ under reasonable security conditions shall constitute evidence of the operations carried out between the parties, under the legally admissible terms.
17.2 The customer must keep proof of payment, order confirmation, return communications and proof of shipment/tracking whenever relevant.
18.1 These Terms and Conditions are governed by Portuguese law.
18.2 The provisions of these Terms and Conditions do not affect the mandatory rights granted to consumers by the applicable legislation.
19.1 In the event of a consumer dispute, the User may resort to an Alternative Consumer Dispute Resolution Entity.
19.2 Under the applicable legislation, Kaoâ informs that the consumer may resort, among others, to the following Alternative Consumer Dispute Resolution Entities:
19.3 The updated list of Alternative Consumer Dispute Resolution Entities may be consulted on the website of the Directorate-General for Consumers, 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 through the Electronic Complaints Book, without prejudice to being able to contact Kaoâ beforehand at hello@kaoaofficial.com.
21.1 Promotions and campaigns in force on the website are valid only during the period in which they are published online, unless expressly indicated otherwise.
21.2 Promotions cannot be combined with other campaigns, discounts, vouchers or promotional codes, unless expressly indicated 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 model 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 purchase contract relating to the following items:
Order No.: ______________________________
Items to be returned: ______________________________
Order date: ____ / ____ / ______
Date of receipt: ____ / ____ / ______
Customer name: ______________________________
Customer address: ______________________________
Email used for the order: ______________________________
Date: ____ / ____ / ______
Customer signature, only if this form is sent on paper: ______________________________
