RETURNS &
REFUNDS.

Last updated 14 July 2026

Every Plan V piece is printed after it is ordered. That is a fact about how the store works — it is not a reason to take anyone's consumer rights away. A buyer in the European Union has 14 days to change their mind, and Plan V honours that in full.

1. The 14-day right of withdrawal

Under Decreto-Lei n.º 24/2014, which transposes the EU Consumer Rights Directive (2011/83/EU), a consumer who buys at a distance may withdraw from the contract within 14 days, without giving any reason and without penalty.

The 14 days run from the day the consumer, or someone designated by the consumer, takes physical possession of the goods. Where an order arrives in several parcels, they run from the day the last item is received.

Why print-on-demand does not cancel this right

The law does allow an exception for goods "made to the consumer's specifications or clearly personalised". Plan V does not sell such goods. A buyer picks an existing Plan V design, an existing garment type, an existing colour and a standard size from a fixed catalogue. Nothing is designed to order and nothing carries a buyer's own name, text or image. So the exception does not apply, and the right of withdrawal applies to everything in the shop.

Producing each piece on demand is Plan V's own choice of supply chain. The cost of that choice belongs to Plan V, not to the customer.

2. How to withdraw

1. Send an unambiguous statement of the decision to withdraw to help@planvstore.com before the 14 days are up. An email saying so is enough; the model form below can be used but is not obligatory. Include the order reference.
2. Plan V replies with a return authorisation and the address to send the item to. Do not post anything back before receiving that address — orders are dispatched from the production facility closest to the delivery address, so the correct return address depends on the order. A parcel sent to the wrong place cannot be matched to an order or refunded.
3. Send the goods back within 14 days of communicating the withdrawal. Dispatching within that window is enough; the parcel does not have to arrive within it.

Model withdrawal form

3. Condition of the returned goods

The goods may be handled as they would be in a shop — unfolded, inspected, tried on for fit. They may not be worn, washed, altered or damaged. Where handling goes beyond what is needed to establish the nature, characteristics and functioning of the goods, Plan V may deduct the resulting diminished value from the refund, as the law permits.

4. Who pays for the return

The consumer bears the direct cost of returning the goods, as provided by Article 13 of Decreto-Lei n.º 24/2014. Plan V does not provide a prepaid label for a change-of-mind return. The cost depends on the country and the carrier chosen; for a single shirt inside the EU it is typically between €5 and €15.

Keeping proof of postage is strongly advised: the consumer bears the risk of the parcel until it reaches Plan V's return address.

This does not apply to faulty, misprinted, damaged or wrong items — those are returned at Plan V's cost. See section 7.

5. The refund

• The refund covers the full price paid for the returned goods. As shipping is free at Plan V, there is no delivery charge to refund.
• It is issued within 14 days of Plan V being informed of the withdrawal, using the same payment method used for the purchase. No fee is charged for the refund.
• Plan V may withhold the refund until the goods are received back, or until the consumer supplies evidence that they have been sent back — whichever happens first.
• Where a discount applied to the order (Buy-2-save-15%, or a promotion code) and returning an item means the order no longer qualifies for it, the refund is adjusted so that the items kept are charged at their correct price.

6. Exchanges

Plan V does not run an exchange process. The fastest route to a different size or design is to place a new order and withdraw from the old one. The size guide on each product page gives the flat measurements of every size and is worth two minutes before ordering.

7. Faulty, damaged, misprinted or wrong items

If an item arrives with a print defect, a manufacturing fault, transit damage, or is simply not what was ordered, it is Plan V's problem, not the customer's.

• Email help@planvstore.com with the order reference and photographs of the item and of the shipping label, within 30 days of receiving it.
• Plan V remakes the item or refunds it in full. The customer pays nothing — no return postage, no reprint cost. In most cases the faulty item does not even need to be sent back.
• This is separate from, and in addition to, the three-year legal guarantee of conformity under Decreto-Lei n.º 84/2021, which covers any lack of conformity that existed at the time of delivery. A defect appearing after the 30-day window is still covered by that guarantee — email the same address.

Ordinary wear, shrinkage caused by washing against the care instructions, and damage caused by misuse are not defects.

8. Parcels that never arrive

If tracking shows a parcel as lost, or it is significantly overdue, email help@planvstore.com. Plan V opens a claim with the carrier and reships or refunds the order. If a parcel is returned as undeliverable because the address given was wrong or incomplete, Plan V contacts the customer; reshipping to a corrected address is charged at cost, or the order is refunded minus that cost.

9. Complaints

Anything unresolved goes to help@planvstore.com. A consumer may also use the Portuguese electronic complaints book at www.livroreclamacoes.pt, or an alternative dispute resolution body — the details are on the Contact page.