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Garantia legal de conformidade

Legal guarantee

Three years under Portuguese law. The useful part of this page is not the law, it is the list: what we treat as a defect on a child's shoe, and what we do not, with the reasoning next to each one.

Last updated 15 August 2026 · Governing law: Portuguese law

Three years, and what that means

  • Goods sold to consumers carry a legal guarantee of conformity of 3 years from delivery.
  • During the first 2 years, a lack of conformity that appears is presumed to have existed at delivery. You do not have to prove it; we have to prove otherwise if we disagree.
  • After that, and up to three years, the guarantee still applies but the burden of showing the fault existed at delivery moves to you. In practice, for the failures listed below, a photograph is usually enough.
  • This is a legal right and it costs nothing. It is separate from the 14-day right of withdrawal, which is about changing your mind rather than about anything being wrong.

What is a defect

Any of these, inside the guarantee period, is a claim we accept:

The sole comes away from the upper

Delamination at the bond line, at any point in the three years and regardless of how much the shoe has been worn. This is the single most common genuine defect in children's footwear and we treat it as one without argument.

The sole splits or cracks through

A crack through the outsole, or a flex crease that has opened into a split, in normal use.

A hook-and-loop strap stops holding

If a strap will not hold a closed shoe closed under normal use, the closure has failed. Straps do wear with time; a strap that has failed inside the guarantee period is ours to fix.

An eyelet pulls out or a buckle breaks

Metal parts pulling through the upper, a buckle pin snapping, a rivet failing.

Seams open

Stitching that comes undone along a seam that should be closed.

A decorative part detaches

Anything attached to the shoe that comes off. Our decorative parts pass a 90 N pull test held for ten seconds before they go on sale; if one detaches anyway, that is a defect and we want to know about it immediately.

The lining tears through in normal wear

Lining failing at the heel or the toe where there is no impact damage to explain it.

What is not a defect

These are wear, material behaviour or care, and the guarantee does not cover them. We list them because a returns policy that only tells you the good half is not much use.

The shoe has become too small

The child's foot grew. That is what feet do, it is the reason this whole shop is organised around measuring, and it is not a fault in the shoe.

The tread has worn down

Rubber wears against pavement. A worn tread on a pair that has been walked in for months is use, not failure.

Scuffing at the toe

Almost all school shoes wear at the toe first, usually from dragging. If it bothers you, the School Scuff Guard carries a 3 mm rubber wrap over the toe for exactly this reason.

Leather has darkened or creased

Natural leather changes colour where a foot presses on it and creases where it flexes. A leather footbed that has darkened under the ball of the foot is a used shoe, not a faulty one.

Gum soles have yellowed

Natural gum rubber yellows with light. It is a property of the material and we say so on the product pages that use it.

Damage from heat

Shoes dried on a radiator or in direct sun. Adhesives and moulded EVA do not survive it, and every care note on this site says so.

Damage from the wrong wash

Machine washing a pair that is not marked washable, or washing a washable pair above the stated temperature. The temperature is part of the instruction, not a suggestion.

Growth, specifically

This is the distinction that matters most in children’s footwear, so it is worth being blunt about it.

A shoe that no longer fits is not a faulty shoe. A three-year-old’s foot grows on the order of a millimetre a month. A pair sized with 12 mm of room has, by arithmetic, somewhere between four and ten months in it. When that runs out, the shoe has done its job.

A shoe that has come apart is a faulty shoe, however long it has been worn and however small it has become. The two things are unrelated: a sole that delaminates after five months of wear on a pair the child has outgrown is still a defect, and we still deal with it.

This is also why we will not sell you a size larger than the measurement supports. A pair bought two sizes up does not last longer; it is worn loose for longer, and it comes back with wear patterns that neither of us wants to argue about.

What we do about it

Where there is a lack of conformity, the law gives you these remedies in this order:

  1. Repair or replacement, at no cost to you, within a reasonable time and without significant inconvenience. You choose between the two unless one is impossible or disproportionate.
  2. A price reduction, or termination of the contract, if repair or replacement is not carried out, is not carried out properly, or is refused. Termination is not available where the lack of conformity is minor.

In practice, for a pair still in production and still in the right size, we replace. Where the child has outgrown the size, we replace with the current size at no additional cost rather than sending a pair that will not fit — that is our policy, not a legal obligation, and it does not affect your statutory rights.

How to make a claim

  1. Email support@poderinfantilshoes.homes with the order reference, or call +351 256 871 538.
  2. Send photographs: the whole shoe, the failure close up, and the label inside the tongue. For a sole coming away, a photograph with the gap held open tells us everything.
  3. We answer within two business days with a decision or with what else we need. If we need the pair back, we pay the postage.
  4. If you disagree with our decision, the dispute resolution routes are open to you and cost you nothing.

You do not need the original box or the receipt. The order reference, or the email address the order was placed with, is enough for us to find it.

Care and the guarantee

Every product page carries a care note, including the wash temperature where a pair is washable. Following it is not a condition of the legal guarantee, but damage caused by not following it is not a defect — a machine-washed pair that is not marked washable, or anything dried on a radiator, will show it.

Full test methods, chemical limits and construction details are on Safety and materials.

Contactos: support@poderinfantilshoes.homes · +351 256 871 538

Livro de Reclamações Eletrónico: livroreclamacoes.pt