Refund Policy
Last updated: [Insert current date]
Our customers' satisfaction is our priority. If you have any issue with your order, please check our Refund Policy below. We apply this policy in accordance with applicable laws in Portugal, namely the Consumer Protection Code.
1. Products Eligible for Refund
Orders may be eligible for refund or compensation in the following situations:
- Order error: If the delivered product does not match what was requested (e.g., wrong or missing item).
- Defective or poor condition product: If the product is unfit for consumption (e.g., spoiled food or damaged packaging that compromises food safety).
- Delivery delays: When the order exceeds the maximum estimated delivery time, except in cases of force majeure (e.g., extreme weather conditions, heavy traffic or other factors beyond our control).
2. Products Not Eligible for Refund
- Change of mind: Refunds will not apply if the customer decides to cancel the order after it has been prepared or sent.
- Delivery refused without valid reason: If the customer refuses the order without providing a valid justification (as described above), the amount will not be refunded.
- Unclaimed orders: If the customer is not available to receive the order at the agreed time and delivery is attempted again unsuccessfully.
3. Procedure to Request a Refund
If you encountered an issue with your order, follow the steps below to request a refund:
- Immediate contact:
- Contact us as soon as you identify the issue, through the number [insert phone contact] or email [insert email].
- Required information:
- Full name.
- Order number.
- Details of the issue (e.g., wrong item, product in bad condition, etc.).
- Photos, if applicable (e.g., to prove the condition of the product or packaging).
- Request deadline:
- Refunds must be requested within 24 hours after delivery.
4. Refund Methods
- Refunds will be carried out as follows:
- Account credit: You may opt for a credit to use on future purchases.
- Return to original payment method: If you prefer, the amount will be returned to the payment method used, such as credit card, MB Way or bank transfer.
- Processing time: The refund will be processed within up to 7 business days after the request is approved.
5. Right of Refusal
We reserve the right to refuse refund requests if sufficient evidence is not provided or if the issue arises from actions beyond our control (e.g., customer provided an incorrect address).
6. Contact
For more information or questions about our Refund Policy, contact us through:
- Phone: [Insert number]
- Email: [Insert email]
- Business Hours: [Insert hours]
Thank you for your understanding and preference!
