Customer Care
Terms of Sale
Draft for review — not yet in force. Last updated 6 October 2026.
These terms apply to purchases made by consumers on rosaeflor.com. Online ordering isn't open yet; these terms will apply from the day it is.
Who we are
rosaeflor.com is run by We-Sustain Lda, NIF 515960217, Rua do Progresso 140, Fração BU, 4760-841 Vilarinho das Cambas, Portugal. You can reach us at info@rosaeflor.com.
Our pieces
We describe and photograph every piece as faithfully as we can. Natural linen and embroidery mean small variations in colour, texture and stitching from one piece to the next — part of their character, not a defect. Colours can also look slightly different from screen to screen.
Prices
Prices are in euros and include VAT (IVA) at the applicable rate. Any delivery cost is shown before you confirm your order. Prices may change, but you always pay the price shown when you placed your order.
Orders and payment
Placing an order is an offer to buy. The contract is formed when we confirm your order by email. Accepted payment methods are shown at checkout, and we process your order once payment is confirmed.
If a piece turns out to be unavailable after you've ordered, we'll let you know and refund any amount paid within 14 days.
Delivery
Delivery costs and times are set out on our Shipping page. The risk of loss or damage passes to you when you, or someone you nominate, take physical possession of the order.
Your right to change your mind
Under Portuguese law (Decreto-Lei n.º 24/2014) you may withdraw from a purchase within 14 days of receiving it, without giving a reason. We extend this to 30 days. Our Returns page explains how.
Legal guarantee
Every piece carries the legal guarantee of conformity of 3 years from delivery (Decreto-Lei n.º 84/2021). If something arrives faulty, or develops a defect not caused by normal wear or misuse, write to info@rosaeflor.com. You're entitled to have it repaired or replaced — or, where neither is possible, to a price reduction or a refund.
Complaints and disputes
We'd always rather hear from you first, at info@rosaeflor.com. You can also use the official Complaints Book (Livro de Reclamações) online at www.livroreclamacoes.pt.
For out-of-court resolution of consumer disputes, the competent entity is CICAP – Centro de Informação de Consumo e Arbitragem do Porto (www.cicap.pt).
Applicable law
These terms are governed by Portuguese law. This doesn't affect any protection you have under the mandatory consumer law of the country where you live.