Refund Policy / Privacy Policy / Alternative Dispute Resolution / Online Complaints Book


1. The process of cancellation or return is handled on a case-by-case basis by Criativos Convictos Lda. The order must be sent in writing to the contact email within 14 (fourteen) calendar days after the order is placed. instructions for cancellation or return of goods answered and defined by Criativos Convictos Lda, by the same means of communication.

2. Whenever possible, the return must be made through the same payment method, but if this is not possible, the user must present proof of payment and ownership of an account or card, so that the return can be made by Bank Transfer.

3. Criativos Convictos Lda undertakes to reimburse the User within a maximum period of 14 (fourteen) days, after receiving and evaluating the conditions/status of the product. If the purchase is canceled before the product is shipped, the period for the return or refund of the amount in question will take place within a period of up to 10 (ten) days.

    4. The returned products must be in conditions of sale, in other words, in the same state in which they arrived in the User's hands, without any anomaly or damage. Importantly, the box and bag that come with the tennis shoe are also considered products, if they are returned or damaged, a indemnity fee of 15 Euros will be charged for replacement of the product.

    5. If the value resulting from the exchange of products in an order is lower or higher than the initial value of the order, the conditions for adjustment will be indicated by Criativos Convictos Lda.


    The processing of your data is carried out in compliance with the legislation on the protection of personal data. The same, subject to computer processing, will appear in the database(s) of Criativos Convictos Lda, via the platform and are intended for the registration and presentation of other products and services, as well as institutional information, to be made available by them.

    Its supply is optional and the right to access, rectify and cancel any data that concerns you directly, personally or in writing, is guaranteed, under the terms of the law, directly to the address on the homepage of this website.


    The alternative dispute resolution is the possibility that all consumers have at their disposal to appeal and official entities that help them in the resolution or orientation of any conflict. The Online Dispute Resolution website is an official website run by the European Commission dedicated to helping consumers and traders resolve their disputes out of court: event=main.home.chooseLanguage

    Customers who are defined as consumers by Law 144/2015 and who have concluded the purchase of our products have the right to resort to official entities that help them resolve any conflict that may occur, without prejudice to resorting to the Courts. The updated list of Alternative Dispute Resolution entities available under the terms of article 17 of Law No. 144/2015, of 8 September, are listed on the Consumer Portal, accessible through the website . For more information, you can also consult Law 144/2015. We further inform that, in order to settle disputes arising from online purchases, you can use a resolution system, called the “ODR Platform - Online Dispute Resolution/ RLL”, created by the EU.

    In any case, you can contact one of the centers named below.

    Entities for Alternative Dispute Resolution
    CNIACC – National Center for Information and Consumer Disputes Arbitration

    CIMAAL - Algarve Consumer Conflict Information, Mediation and Arbitration Center

    Coimbra District Consumer Dispute Arbitration Center

    Lisbon Consumer Conflict Arbitration Center

    Porto Consumption and Arbitration Information Center

    Vale do Ave Consumer Conflict Arbitration Center / Arbitration Court

    European Online Dispute Settlement Platform:

    Online Complaints Book Platform: