RETURNS AND EXCHANGES

Undelivered orders

In the event of an order not being delivered for reasons attributable to us (e.g. loss) we will refund the full amount paid.
If the reason for the “non-delivery” is attributable to the customer the amount to be refunded will be deducted from the shipping costs and return.

Cancelled orders

The cancellation of an order is only possible if the payment has not yet been made and it has not yet been processed.

How to return or exchange an order placed in our online shop

Contact us through the e-mail shop@quinta-da-fornalha.com indicating the order number, copy of the invoice, photo of the product in question and description of the problem. After this contact, you will be given the necessary information to proceed with the exchange or return.

Important: Under no circumstances send the items without prior contact as they will not be received.

Note 1: The shipping costs to our address are chargeable to the customer, except in cases where the reason for return or exchange is imputable to us or to the carrier.

Note 2: The exchange or refund will only be made after checking the condition of the product.

Note 3: Personal hygiene products are not eligible for exchange or refund.

Return orders
The maximum time limit to return or exchange an order is 14 days after receiving it.
The return is only accepted if the products are in their original packaging, inviolated, accompanied by the respective purchase invoice.

Products returned after the maximum period of 14 days
After 14 days of receipt of the order, any return or exchange of products will only be taken into consideration if a “just cause” motive is invoked and accepted by us.

Exchanges and refunds

Procedures
The payment of the refund will be made by the same means used at the time of the payment of the initial order, for example Credit or Debit Card and Multibanco.

Charges
If the reason for the return is attributable to us (e.g. defective product or error in processing the order) we will refund the full amount paid by the customer.
However, in the case of an order of several products and only a part is subject to return or exchange, the shipping charges will not be refunded.