Cancellation, Exchanges, Returns and Refunds Policy

Cancellations

Orders for which payment is not made within a maximum period of 24 hours, counting from the moment of order confirmation, will be cancelled.

If you have made the payment and wish to cancel, you must contact our Customer Support Team using the contacts available for this purpose.

Cancellations will only be accepted, with payment made, if the order is in the preparation process. If the order has already been shipped, Herdade da Amada cannot proceed with the cancellation.

All refunds resulting from the cancellation of paid orders will, in accordance with our Cancellation, Exchange and Return Policy, be made using the same payment method used in the initial transaction.

Product Exchanges and Returns

Under the terms of Decree-Law No. 24/2014, of February 14, the Customer has, since May 28, 2022, 14 days after receipt of the goods to terminate the contract and return them.

The right of free withdrawal must be exercised within 14 days of receipt of the goods, by means of an unequivocal statement sent by email or letter to geral@herdadedamada.pt or Avenida do Dia de Portugal N63, 7350-229 Elvas, respectively. It is the sole responsibility of the customer to prove that he/she exercised the right of free withdrawal within the legal period.

The respective exchange or return of products may be carried out in two different ways:

• Simplified return by the logistics operator via the link: https://submission.ctt.loop-os.com/?instance_id=392 , within 14 days from receipt of the goods, for exchange situations, or 14 days from receipt of the goods, for exchange or return situations by customer decision, i.e. situations where the exchange and/or return of products occurs freely and spontaneously, not being related to a problem with the product or damage to it during transport. Through the logistics operator, the Customer must select the Herdade da Amada Online Store and proceed with the steps defined by the platform to create the collection request and respective payment of the single return fee assigned by the logistics operator. At the end of the process of filling in the requested data, a packaging code will be assigned which must be provided to an employee for this purpose. It is possible to check the availability of the stations during the process on the platform. After receiving the returned product(s), a quality control analysis will be carried out, with the exchange or return directly depending on the condition of the product(s) delivered;

• Exchange or return of products directly with Herdade da Amada, within 14 days of receipt of the goods, through an unequivocal statement sent by email, or letter, to geral@herdadedamada.pt or Avenida do Dia de Portugal N63, 7350-229 Elvas, respectively, for exchange and/or return situations where the product is not in a usable condition, or situations where it has suffered some damage during transport.

Herdade da Amada informs that:

• If it is not verified that the exchange or return is made due to issues of product quality or damage during transport, the direct costs of returning the goods are borne by the customer, so the refund amount for the order will always exclude the shipping costs;
• The refund will be processed within a period of no more than 14 days from the date on which Herdade da Amada is informed of your decision to terminate this contract;
• Refunds are made using the same payment method used in the initial transaction;
• Refunds will only be processed after Herdade da Amada has received the goods in question for return;
• The goods must be returned without undue delay and within a period not exceeding 14 days from the day on which you informed Herdade da Amada of the free termination of the contract. The deadline is considered to have been respected if the goods are returned before the end of the 14-day period;
• The direct costs of returning the goods are borne by the customer, so the refund amount for the order will always exclude the shipping costs;
• Exchanges and/or returns may be made as long as the products have not been used. They must be kept in their original packaging, with seals and stickers intact, and must be presented exactly as they were received;
• You should not send products for exchange and/or return without first contacting the Sales/Customer Support Team. Herdade da Amada will not consider the products received as exchange and/or return if the process is not carried out properly;
• After the contact that initiates the process, the customer must send the items, duly packaged, together with the invoice proving payment, to the following address: Avenida do Dia de Portugal N63, 7350-229 Elvas.
• All items must be in good condition (saleable condition), without the original packaging having been opened. Products that have been tried on or damaged for reasons unrelated to the preparation or transportation of the order will not be returned. If these factors are not proven, Herdade da Amada will not exchange and/or return the same;
• Promotional packs must keep the outer packaging intact, as well as all products inside the packs. Products that have been tried on will not be exchanged and/or returned. If these factors are not proven, Herdade da Amada will not exchange and/or return them;
• When Herdade da Amada issues a refund, the amount to be returned corresponds to the total purchase price, excluding shipping costs. Only in situations where the return is due to a product defect will shipping costs be included, even if the order is international;
• After checking the product to be exchanged and/or returned, and if it meets the exchange and return standards mentioned above, Herdade da Amada will send a new product and/or issue a refund within a maximum period of 48 hours. If the product selected for exchange is not available in stock, the shipping period may be longer than 48 hours;
• Whenever it is a case of a partial exchange and/or return, of one or more products from an order without completing the order in full, only the item will be exchanged or the amount corresponding to the products returned to Herdade da Amada will be refunded;
• If the customer wishes to exchange products, the costs of shipping these products to our facilities, as well as the costs corresponding to the postage of the new product, will be borne by the customer. Only customers who send products damaged as a result of transport, or with a brand defect, will not have to pay for shipping, which will be assumed by Herdade da Amada. The exchange will begin after checking the condition of the product, and upon payment of the shipping cost, only in cases where this applies. If the product does not meet the requirements mentioned above, Herdade da Amada will contact the customer, with photographic support, if necessary, as a way of justifying the refusal;
• In situations where the customer fails to collect their order at a collection point in a timely manner, it will be returned to Herdade da Amada. After the order arrives at our facilities and if the customer wishes to have it reshipped, the payment of the shipping costs to the destination corresponding to the return value of the logistics operator to Herdade da Amada and the reshipment of the product from Herdade da Amada to the customer must be considered.

Product Availability and Order Confirmation/Cancellation

• Collection of products for processing the online order will only begin after confirmation of payment. For payments made using Multibanco Reference, Herdade da Amada informs that the maximum payment period is 24 hours. If no payment has been made after 24 hours, Herdade da Amada will cancel the order.
• The consumer will always be informed of the estimated shipping date of their order;
• We would like to point out that shipping times may vary depending on the destination of the order or any unforeseen circumstances that may arise on the part of our logistics operator. Herdade da Amada is not responsible for delays in delivery of the order resulting from external factors;
• The sending of online orders, as well as their preparation, will only take place on working days between 9:00 a.m. and 12:00 p.m. Weekends and holidays will therefore not be taken into account for the estimated delivery time and the delivery itself. In the event of any delay in the dispatch of orders, compared to the initial time presented, claims for compensation will not be permitted or considered;
• Fulfillment of all orders placed in the Online Store is subject to product availability. Herdade da Amada tries to ensure that all items offered for sale are in stock. However, Herdade da Amada reserves the right not to accept any orders, or to cancel orders, for products in that same order that have, in the meantime, become out of stock;
• In cases of product unavailability and/or stock shortage, the consumer will be immediately informed about the partial or total cancellation of the order. In the event of an online order being processed, with respective payment, which contains products that become unavailable during the invoicing process due to stock shortage, Herdade da Amada will immediately refund the amount paid by the consumer. In these situations, the return method will always be the same as the payment method;
• In situations where the information provided by the customer is not correct or verifiable, the payment for the order by the consumer is not verified, the address provided by the customer does not allow delivery of the order, or it is considered that the order was placed fraudulently, Herdade da Amada is responsible for refusing the order request or cancelling the purchase, even if it has previously been accepted or confirmed. Herdade da Amada will be exempt from liability for any damages or costs arising from this action.