Sphortos

Refunds and Guarantees

1. Right of Withdrawal

Under Portuguese and European consumer protection law (Decree-Law no. 24/2014 of 14 February, and Directive 2011/83/EU), the consumer has the right to withdraw from the contract within 14 days from the date of purchase, without having to provide any reason.

However, since the purchased photographs are digital goods made available immediately after purchase, by completing the transaction the user expressly authorizes the supply of the digital content to begin before the end of the withdrawal period. For this reason, the user loses the right of withdrawal once the download has been completed, in accordance with article 17(2)(m) of Decree-Law no. 24/2014.

2. Refund Policy

Without prejudice to the above, the Platform will issue a full refund in the following situations:

  • The purchased photograph does not match the description or preview available on the Platform
  • The photograph has serious technical defects (corrupted image, significantly lower resolution than advertised)
  • A technical error prevented the download and the problem could not be resolved by support
  • A duplicate payment was made due to a technical error on the Platform

3. Refund Request Process

To request a refund, the user must:

  • Contact support through the email address indicated on the website, within a maximum of 14 days after the purchase
  • Indicate the order number, the photograph concerned, and the reason for the request
  • Wait for the request to be reviewed by our team (response time: 5 business days)

Once approved, the refund is processed to the same payment method used for the purchase, within a maximum of 14 business days.

4. Situations Not Covered by Refunds

The following are not eligible for refund:

  • Photographs that have been downloaded without any identified defect or discrepancy
  • Requests made after the 14-day period from the date of purchase
  • Cases where the user simply does not like the photograph, without any defect being present
  • Content removed at the user’s own request

5. Quality Guarantees

The Platform undertakes to:

  • Make available only photographs that meet the defined minimum quality standards
  • Ensure that previews faithfully represent the purchased content
  • Keep purchased content available for download for the agreed minimum period
  • Respond to any complaint within a maximum of 5 business days

6. Dispute Resolution

In the event of a dispute, the user may resort to:

Without prejudice to the use of extrajudicial means, the user may always refer the matter to the competent courts.

7. Contact

For matters related to refunds and guarantees, please contact our support team through the email address indicated in the Support section of our website.

Last updated: March 2026