Refund Policy

If you have already received your order and it has any problems, or if for any reason you are not satisfied, you can exchange or return it within 15 days of the invoice date.  

To make the exchange, send an email to hello@mrsertha.com, Please provide the order number and the reference number to be exchanged so we can process your request.  After the email is sent, you can send the item back to our warehouse: Largo Joaquim Magalhães 22, 4400-187 Vila Nova de Gaia. You should choose the shipping option with a tracking code so your order is not lost. We only process returns/exchanges once the order arrives at our warehouse.

Returns are processed as store credit via a code with no expiration date, equal to the value of the products. (excluding shipping costs).

Return shipping fees are non-refundable. except in cases where returns are due to a defect in the item.

To obtain the refund of shipping costs only for items with defect, The company's tax identification number (NIF) must be included on the invoice. 515136417. O The shipment must be sent via regular mail (not express) and in low-value packaging. The receipt with the tax identification number (NIF) must be sent along with the order for the refund to be processed. We only refund shipping costs up to [amount missing in original text]. 10€. 

THE MRS. ERTHA We have the right to refuse returns if the notification is made outside the established deadline, if the items are not in the same condition as when they were purchased, or if the product description previously states that we do not accept returns.

Order reception

Upon receiving your order, it is essential to check the condition of the packaging. If you detect any visible anomalies (such as damage to the packaging, signs of opening or tampering), you should:

  • Refuse the order upon delivery, requesting its return to the sender; or

  • Take a photographic record of the package's condition. before opening it, Documenting any visible damage.

THE Mrs.Ertha We are not responsible for missing items resulting from damage to the packaging that was not properly noted upon receipt.

If you have any questions, please do not hesitate to contact us via WhatsApp message. (+351 960 072 370), email (hello@mrsertha.com) or contact form.