A before making a purchase, it is essential to know that retailers are not obligated to accept returns or exchanges, as nothing in the law mandates that physical store merchants must offer consumers the option to return or exchange purchases. However, the situation is different for online purchases.
Nevertheless, “the majority of retail establishments choose to accept exchanges or refunds as a courtesy, to build customer loyalty, provided the purchase receipt is presented.” However, “even without a purchase receipt, it is possible to exchange items,” explains the financial literacy portal EI, from the Associação Mutualista Montepio.
Alternatives to the Exchange Slip
The same portal explains that “each retail establishment has its own article exchange policy,” therefore, “before purchasing an item, get informed about the exchange conditions.”
“By default, presenting the purchase receipt is required (although not legally required) as proof that the item was indeed purchased from that physical store and the date of purchase,” but if you don’t have it, you can try the following methods:
- Purchase Multibank Receipt: “In the absence of a purchase receipt, the consumer can present the Multibanko purchase receipt. This document contains transaction data and the details of who made the transaction”;
- Tax Identification Number (NIF): “Alternatively, you may provide the Tax Identification Number (NIF) given for the invoice issuance of the item”;
- Customer Card: “The consumer may also present the customer card number of the specific physical store, if they have joined this card. This allows the transaction to be verified in their customer file.”
Merchants Are Not Obligated to Accept Exchanges, But…
Despite there being no obligation, “some retail establishments do allow it,” that is, they permit exchanges and returns, explains DECO PROteste:
“This is common, for example, during the Christmas season, when many retailers allow product exchanges for items purchased in physical stores. In some cases, this benefit extends to purchases made earlier, such as during Black Friday,” as stated on the consumer protection organization’s website.
However, “since merchants are not required to accept exchanges or returns for items bought in physical stores, confirm if exchanges or returns are possible before making a purchase and until when,” recommends DECO PROteste.
The law does not require merchants to give the consumer the possibility to return or exchange a product bought in a physical store, according to DECO PROTeste. And what about online purchases?
Notícias ao Minuto | 08:32 – 23/10/2025
“When accepting the return of a product, merchants may impose certain conditions, such as returns via a ‘gift card’,” the consumer protection organization further warns.
Additionally: “When return authorization is granted by merchants, they can include a return slip, with or without the price (in this case, known as a ‘gift receipt’), which facilitates the process.”
For Online Purchases, the Rules Are Different
In the case of online purchases, the rules are slightly different, as explained by DECO PROTeste: “Currently, there are still no return restrictions, except in cases such as customized products (with photographs, names, etc.). You have 14 consecutive days from the time the order arrives at your home to return it, although some online stores accept longer periods (for example, 30 days).”
“However, there are situations where the merchant may refuse to exchange a product,” explains the organization, adding the following examples:
- If the item shows no defects;
- If the sale was not conducted over the internet (where the consumer has a reflection period of 14 days from the date they receive the purchased product to return it);
- Or if the product has a defect, but the consumer was aware of it at the time of purchase.
“Regarding products susceptible to deterioration or quickly expiring, exchanges are generally not possible. This includes cakes made at a bakery, for instance, unless they were improperly made,” they explain.
