Exchanges and Returns

Exchanges and Returns

At VROOM, we want to ensure that you are completely satisfied with your purchases. If you wish to return or exchange a product, please follow the instructions below.

1. Right to Free Termination

In accordance with Decree-Law No. 24/2014, of February 14, the User has the right to terminate the contract within 14 days from the date of receipt of the order.

To exercise the right of free resolution:

  1. Contact us by email ( suportevroomkids@gmail.com ), indicating the order number, the reference of the products to be returned, and whether you wish to make an exchange or request a refund.
  2. Returns must be made within the legal period of 14 days after receipt of the order.
  3. The returned product must be in perfect condition, with no signs of use, in the original packaging, and with all labels and accessories (if applicable).

Return conditions:

  • Items will only be accepted if they are in the same condition as when received, with no signs of use, washing or alterations.
  • Custom or made-to-order items cannot be returned except in the case of a defect.

2. Return Costs

Shipping costs for returning products are the responsibility of the User, except in cases of defect or error in the order by VROOM. We recommend sending with registration, to ensure the traceability of the order.

3. Refund

Once the returned products have been received and their conformity confirmed, the refund will be processed within 14 working days.

  • The refund will be made using the same payment method used by the User at the time of purchase.
  • If the User has chosen a shipping method more expensive than standard shipping, only the amount corresponding to standard shipping will be refunded.

4. Exchanges

If the User wishes to exchange a product for another (e.g. a different size or color), he/she must follow the same return procedure and place a new order in the online store. Please note that direct exchange of products is not available. The original purchase amount will be refunded upon receipt of the returned item.

5. Defective or Damaged Products

If the User receives a defective or damaged product, he/she must notify VROOM of the incident within a maximum period of 48 hours after receiving the order, by sending an email to suportevroomkids@gmail.com with the following information:

  • Order number;
  • Product reference;
  • Description of the defect or damage;
  • Photos that clearly show the problem.

In these cases, VROOM will cover the return costs and the User may choose between a full refund or replacement of the product at no additional cost.

6. Exceptions to the Right of Free Termination

The User cannot exercise the right of free resolution in the following cases, in accordance with article 17 of Decree-Law no. 24/2014:

  • Customized or made-to-order products according to the User's specifications;
  • Sealed products that are not suitable for return for hygiene or health protection reasons if the seal was removed after delivery.

7. Return and Exchange Process

  1. The User must contact our customer service via email to initiate the return or exchange process.
  2. Pack the products carefully, preferably using the original packaging.
  3. Send the products to the address that will be provided in the reply email. We recommend shipping with tracking to ensure their safety.
  4. Once the products are received and confirmed by our team, we will process the requested refund or exchange.


Note: If you have any questions or need more information about exchanges and returns, please contact our customer support team via email: suportevroomkids@gmail.com.