Refund policy

1. Return and Refund Policy

Last updated: 20 August 2026

1.1 Scope

This Return and Refund Policy applies to purchases made through the-bull-frog.com (the "Site"), operated by Rodolfo Ramos de Oliveira, an independent artist established in Portugal, trading as The Bull Frog Collective ("we," "us," "our" or the "Seller"). Rodolfo Ramos de Oliveira is the contracting seller for products purchased through the Site, regardless of the brand under which a product is presented.

1.2 Statutory Right of Free Withdrawal (14 Calendar Days - EU Orders)

If you are a consumer contracting within the European Union, you generally have the right to withdraw from a distance purchase within 14 calendar days, without giving a reason, in accordance with Decree-Law No. 24/2014 of 14 February, as amended, subject to the statutory exceptions described below.

The following rules explain how the statutory right of withdrawal is exercised and how returned products are assessed. Nothing in this Policy reduces mandatory consumer rights.

• 14-Day Period: The withdrawal period runs for 14 calendar days from the day after you, or a third party indicated by you other than the carrier, acquires physical possession of the goods. Where multiple goods from one order are delivered separately, the period begins after physical possession of the last item.
• Withdrawal Notice: To exercise the right of withdrawal, you must communicate an unequivocal decision to withdraw before the 14-day period expires. You may use the model form in Section 1.9, but use of that form is not mandatory.
• Recommended Method: For the fastest handling, send your withdrawal notice by e-mail to thebullfrogcollective@gmail.com and include your full name, order number and the items concerned. You may also communicate the withdrawal by another unequivocal method that is legally valid and capable of proof.
• Social Media and Informal Channels: Social-media comments and direct messages are not monitored as dedicated returns channels. We therefore strongly recommend e-mail or another durable, provable communication method. This recommendation does not invalidate a withdrawal that has otherwise been validly and unequivocally communicated under applicable law.
• Return Dispatch: After communicating your withdrawal, you must send the goods back without undue delay and no later than 14 days from the date on which you communicated the withdrawal. Contact us for the designated return address and routing instructions, as products may be fulfilled through different facilities.
• Exchanges Policy: Because each item is made or prepared to order and we do not hold pre-produced retail stock, we do not offer direct size, colour or style exchanges. If you require a different item, you may return an eligible product for a refund and place a new order.
• Original Shipping Costs and Free Shipping:
• Total Withdrawal: If you validly withdraw from the entire order, we will reimburse the standard delivery charges paid for the original order. Supplementary costs resulting from a more expensive delivery method chosen by you are not reimbursed beyond the cost of our least expensive standard delivery method.
• Partial Withdrawal: If you withdraw only from part of an order, delivery charges will be reimbursed only to the extent required by applicable law. No deduction will be applied as a penalty for exercising a statutory right of withdrawal.
• Free Shipping Threshold: Free standard shipping may be offered on eligible orders of EUR 120.00 or more, subject to the Shipping Policy and the conditions displayed at checkout. A statutory withdrawal will not be subject to a retroactive shipping penalty.
• Return Shipping Costs: For a statutory withdrawal, you bear the direct cost of returning the goods unless we expressly agree to bear that cost. This does not apply to returns arising from a lack of conformity, defect or other circumstance in which applicable law requires the Seller to bear return costs. We recommend a trackable method and that you retain proof of dispatch.
• Refund Timing: We will reimburse the payments due within 14 days from the date on which we are informed of your decision to withdraw. Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or until you provide proof that they have been sent back, whichever occurs first. Refunds are made using the original payment method unless expressly agreed otherwise and without additional refund fees.
• Diminished Value and Product Condition: You are responsible only for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, comparable to reasonable inspection in a physical shop.
• Wear and Alteration: Please return products unwashed, unworn beyond reasonable fitting or inspection, and unaltered. Evidence of use beyond what is necessary to inspect the product may result in a deduction reflecting the actual diminished value.
• Odours and Stains: Makeup, deodorant marks, pet hair, perfume, smoke, body odour, detergent or other contamination may be taken into account when assessing actual diminished value if they result from handling beyond reasonable inspection.
• Tags, Labels and Hygiene Seals: Please keep original branded tags and labels attached where reasonably possible. Removal of ordinary tags does not automatically extinguish the right of withdrawal, but may be relevant to diminished value where it materially affects resale. Separate statutory rules apply to sealed goods that cannot be returned for health or hygiene reasons once unsealed.
• Deductions for Diminished Value: Any deduction will be proportionate to the actual reduction in value caused by handling beyond what is necessary for inspection. We do not apply an automatic 100% deduction merely because a product has been opened or inspected.
• Promotional Items and Free Gifts: Where an order includes a free gift, bonus item or bundle benefit conditional on the purchase, the corresponding promotional item should be returned with the withdrawn goods where the promotion requires it. Any adjustment will be limited to the value attributable to the unreturned benefit and only to the extent permitted by applicable law.

1.3 Exceptions to the Right of Withdrawal

In accordance with Article 17 of Decree-Law No. 24/2014, as amended, the statutory right of withdrawal does not apply in certain cases, including:

• Goods made to the consumer's individual specifications or clearly personalised. Standard catalogue products that are merely manufactured after an order is placed are not treated as personalised solely because we operate on a made-to-order basis.
• Sealed goods that are not suitable for return for health protection or hygiene reasons, where the seal has been removed after delivery.
• Skateboard decks or other goods that are individually customised at the consumer's express request before dispatch, where the statutory conditions for goods made to the consumer's specifications or clearly personalised are met.
• Where a standard skateboard deck is altered by the customer after delivery - for example by applying grip tape, mounting trucks or hardware, drilling, cutting or otherwise modifying it - the statutory right of withdrawal is not automatically lost solely by wording in this Policy; however, such alteration may create substantial diminished value for which the consumer can be responsible under applicable law.

1.4 International Returns Policy (Non-EU Orders)

For customers whose delivery destination is outside the European Union, the EU statutory withdrawal regime described in Section 1.2 does not apply as such. We nevertheless offer the voluntary return conditions below, subject always to any mandatory consumer rights that apply in the customer's country.

• Return Window and Authorization: You may request a voluntary return within 14 calendar days from delivery by e-mailing thebullfrogcollective@gmail.com. Please wait for return routing instructions before dispatching goods, because our production and logistics network uses different facilities.
• Unapproved Returns: A parcel sent to an incorrect facility or without sufficient order identification may be delayed, refused by a logistics partner or returned to sender. We will act reasonably to identify and route a return where possible.
• Original Shipping Fees: For voluntary non-EU returns, original shipping charges are non-refundable unless mandatory local law requires otherwise.
• Customs Duties, Taxes and Import Fees:
• Original customs duties, import taxes and local clearance fees paid in the destination country are not refunded by us unless applicable law requires otherwise.
• Any duties, VAT, clearance or handling charges lawfully incurred by us in receiving a non-EU voluntary return may be deducted from the refund where permitted by applicable law.
• If a return parcel arrives with unpaid customs charges that make acceptance commercially or legally impracticable, we may refuse delivery where permitted by applicable law.
• Return Shipping Costs and Transport: Unless mandatory law provides otherwise, you are responsible for voluntary non-EU return shipping costs. Use a reliable tracked service and retain proof of dispatch.
• Oversized Items: Skateboard decks and complete skateboards may incur higher return transport and customs costs due to parcel dimensions. Those costs are borne by the customer for voluntary non-EU returns unless mandatory law provides otherwise.
• Customs Documentation: Mark the parcel accurately as "RETURNED GOODS" and provide the original order/invoice information requested by the carrier or customs authority. Do not make an inaccurate customs declaration.
• Where you arrange the return carrier yourself, you are responsible for pursuing any carrier claim for loss or damage, without prejudice to any mandatory consumer rights or any refund obligation that arises once legally sufficient proof of return has been provided.
• Administrative and Restocking Fee: Approved voluntary non-EU returns may be subject to a EUR 10.00 administrative and restocking fee where permitted by applicable law. The fee covers manual customs processing and quality inspection and will be disclosed in the return instructions.
• Condition of Returned Items: For voluntary non-EU returns, items should be unwashed, unworn beyond reasonable inspection, unaltered and free from stains or odours, with original tags and any hygiene seals intact. A voluntary return may be refused or reduced where the goods have been materially used or damaged, subject to mandatory local law.
• No Direct International Exchanges: We do not offer direct item or size exchanges. If an item is eligible for return, request a refund and place a new order.
• Currency and Exchange Rates: Transactions and refunds are issued in Euros (EUR). We are not responsible for exchange-rate differences or bank conversion charges imposed by third parties, except where applicable law provides otherwise.

1.5 Skateboard Decks — Specific Terms

Skateboard decks are sporting goods manufactured from laminated wood or comparable materials and are subject to significant impact and mechanical stress during normal use. Impact damage and normal wear are distinct from a manufacturing or conformity defect.

1.5.1 Conditions for Statutory Return & Withdrawal

For returns under Section 1.2 or voluntary returns under Section 1.4, the condition of a deck will be assessed according to the applicable legal standard and the extent of handling or alteration.

• Protective Packaging: Keep original protective packaging and shrink-wrap where reasonably possible. Opening ordinary protective packaging for reasonable inspection does not automatically eliminate a statutory withdrawal right.
• Mounting and Assembly: Applying grip tape, mounting trucks or hardware, drilling, cutting or otherwise altering a deck generally goes beyond what is necessary to inspect its nature and characteristics and may cause substantial diminished value.
• Used or Altered Decks: Where use or alteration has reduced the commercial value of the deck, any deduction under a statutory withdrawal will reflect the actual diminished value. For voluntary non-EU returns, materially used or altered decks may be refused subject to mandatory local law.

1.5.2 Custom & Pre-Gripped Decks

Where a deck is individually customised at your express request before dispatch - for example by bespoke grip-tape cutting/application or another customer-specific modification - and the statutory conditions for personalised goods are met, the statutory right of withdrawal does not apply. Where this exception applies, it will be disclosed before the order is concluded.

1.5.3 Breakage, Impact Damage & Normal Wear and Tear

Breakage, cracking, chipping, delamination or other damage caused by impact, misuse, improper assembly, accidents or normal wear is not a lack of conformity for which the Seller is responsible. However, the fact that a deck has been used does not by itself exclude a genuine manufacturing or conformity defect.

• Claims relating to impact damage, misuse or normal wear are not covered by the legal conformity guarantee. Genuine lack of conformity remains subject to the mandatory consumer rights described in Section 1.6.

1.5.4 Manufacturing Defects or Transit Damage (Report Window)

If a deck arrives visibly damaged in transit or you identify a possible structural or manufacturing defect, contact us as soon as reasonably possible at thebullfrogcollective@gmail.com.

• For efficient carrier investigation, we recommend reporting visible transit damage within 7 calendar days and providing clear photographs of the item, packaging and shipping label. This recommended reporting period does not shorten or extinguish statutory rights relating to lack of conformity.
• Assembly, gripping or use may make it more difficult to establish the cause and timing of damage, but does not automatically invalidate a statutory conformity claim. Each claim will be assessed on its facts and under the applicable burden-of-proof rules.

1.6 Warranty & Legal Conformity

All consumer goods sold through the Site are covered by the mandatory legal conformity regime applicable to the sale. For consumers protected by Portuguese Decree-Law No. 84/2021, the Seller is responsible for a lack of conformity that becomes apparent within three years from delivery.

Claims: Contact thebullfrogcollective@gmail.com with your order number or other proof of purchase and a description of the issue. Photographs or video may help us assess the claim, but reasonable evidential requests do not reduce mandatory consumer rights.

What Is Not a Lack of Conformity: The legal guarantee does not cover damage caused after delivery by normal wear, misuse, accidents, incorrect care, improper installation or unauthorised modification, where those circumstances are the cause of the problem.

• Normal Wear and Tear: Examples include natural fading, ordinary pilling, normal print ageing and expected wear from regular use, where these are consistent with the product's nature, description and reasonable durability.
• Improper Care or Maintenance: Damage caused by failure to follow stated care instructions - for example excessive heat, bleaching or ironing directly over prints - is not covered where the incorrect care caused the issue.
• Misuse, Accidents and Modification: Damage caused by impact, abrasion, accidents, intentional damage, misuse or unauthorised repair/modification is excluded where it caused the issue.
• Skateboard Equipment: Impact damage, improper assembly and normal riding wear are not manufacturing defects; however, genuine material or manufacturing non-conformity remains covered by mandatory law.

Burden of Proof: Under Portuguese law, a lack of conformity that appears within two years from delivery is presumed to have existed at delivery unless that presumption is incompatible with the nature of the goods or the defect. After that period, the consumer bears the applicable burden of proving that the lack of conformity existed at delivery.

Remedies and 30-Day Right of Rejection: Subject to the conditions in Decree-Law No. 84/2021, consumers may be entitled to repair or replacement, a proportionate price reduction or termination of the contract. If a lack of conformity appears within 30 days after delivery, the consumer may request immediate replacement or termination of the contract. Repair or replacement is carried out free of charge and within the statutory timeframe, subject to the exceptions provided by law.

Statutory Rights: Nothing in this Policy excludes, restricts or replaces any mandatory remedy, guarantee or consumer right that applies to the transaction.

1.7 Return Shipping Options, Customs, Embargoes & Refused Parcels

For EU statutory withdrawals, we may offer a prepaid return label for convenience. Where offered, the stated label cost (currently EUR 12.00) may be deducted from the refund only where the consumer is legally responsible for the direct cost of return and has chosen to use that label. Returns due to a lack of conformity are handled at the Seller's expense where required by law.

Alternatively, where you are responsible for the cost of return, you may arrange your own shipment using a carrier of your choice. We recommend a trackable method and that you retain proof of dispatch.

Customs Duties and Clearance Fees: For returns dispatched from outside the European Union or territories requiring customs clearance:

• For voluntary non-EU returns, you are responsible for customs and clearance costs unless mandatory local law provides otherwise.
• Customs charges lawfully incurred by us in receiving a voluntary non-EU return may be deducted where permitted by applicable law.
• A return with unpaid customs charges may be refused where accepting it would be legally or commercially impracticable and refusal is permitted by applicable law.

International Sanctions and Restricted Destinations:

• Returns and shipments must comply with applicable EU, UN and other binding sanctions, embargoes and transport restrictions. We cannot instruct a carrier to process a transaction prohibited by law.
• Where a return cannot lawfully be transported because of sanctions or a legal restriction, we will assess available lawful options and the parties' rights under the applicable mandatory law.

Refused or Unclaimed Deliveries:

• If a shipment is returned because of customer refusal, failure to collect within the carrier's period or an incorrect/incomplete address supplied by the customer, actual return transport and handling costs may be deducted from any amount otherwise refundable, but only to the extent permitted by applicable law.

1.8 Order Fulfillment & Logistics Network

Products are made or prepared after an order is placed and may be fulfilled through specialised production facilities and international distribution hubs. Depending on the product and destination, an order may be dispatched directly from the facility selected to manufacture or fulfil it.

All purchases made through the Site are contracts with Rodolfo Ramos de Oliveira, trading as The Bull Frog Collective. Production or logistics partners are not separate sellers to the customer and are not authorised to alter our customer-service commitments.

For order updates, warranty claims, withdrawals or return requests, contact thebullfrogcollective@gmail.com. Do not send goods to a production or logistics facility unless that address has been provided in our return instructions.

 

1.9 Model Withdrawal Form (EU Consumers)

Complete and return this form only if you wish to withdraw from the contract. You may instead send any other unequivocal withdrawal statement.

To: Rodolfo Ramos de Oliveira, trading as The Bull Frog Collective, Avda Afonso Costa 22B, 1900-036 Lisboa, Portugal - E-mail: thebullfrogcollective@gmail.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:

Goods: ______________________________________________

Ordered on (*) / received on (*): __________________________

Name of consumer(s): ____________________________________

Address of consumer(s): __________________________________

Signature of consumer(s) (only if this form is notified on paper): __________________

Date: __________________

(*) Delete as appropriate.