Returns & Refunds

As a consumer buying online you have legal rights. This page explains how to use them.

Right of withdrawal. You may withdraw from your purchase within 14 days, without giving any reason, counting from the day on which you, or a third party you indicate other than the carrier, take physical possession of the goods (Decree-Law 24/2014, Articles 10 to 14).

How to withdraw. Send us a clear statement before the deadline, for example by email to hello@portugueseexperience.com, with your name, order number and order date. You may use the model form below; it is optional.

Model withdrawal form. To: João Patrício Esteves Coelho, NIF 256 429 669, Rua das Oliveiras, Bloco D, 4710-088 Braga, Portugal, hello@portugueseexperience.com. I hereby give notice that I withdraw from my contract for the sale of the following goods: […] · Ordered on […] / received on […] · Name of consumer · Address of consumer · Signature (only if sent on paper) · Date.

Returning the goods. After you tell us, we will reply by email with return instructions. You must send the goods back within 14 days of notifying us. Unless our instructions say otherwise, the return address is the seller's address: Rua das Oliveiras, Bloco D, 4710-088 Braga, Portugal. You pay the direct cost of returning the goods. Original packaging is helpful but is not a condition for exercising your right.

Refund. We refund all payments received, including the standard delivery cost, within 14 days of receiving your withdrawal notice, using the same means of payment unless you expressly agree otherwise. Extra costs from a delivery method other than the cheapest standard option are not refunded. We may withhold the refund until we receive the goods back or you provide proof of having sent them, whichever comes first. You are responsible only for any loss in value caused by handling the goods beyond what is needed to check their nature and characteristics.

When the right of withdrawal may not apply. By law (Decree-Law 24/2014, Article 17), the right does not apply to goods that by nature deteriorate or expire rapidly, or to sealed goods that are not suitable for return for health or hygiene reasons once unsealed after delivery. This can affect the cheese, depending on its condition. Wine is not excluded merely because it is an alcoholic drink, and the box is not excluded as a whole only because it contains food or wine.

Damaged or non-conforming goods. This is separate from withdrawal. If your box arrives damaged, incomplete or not as described, write to hello@portugueseexperience.com as soon as possible with your order number. Photographs help us resolve the case quickly, but your rights do not depend on them. The legal guarantee of conformity applies under the applicable law (in Portugal, Decree-Law 84/2021).

Online form. You can also withdraw using our online withdrawal form, without an account. After you review and confirm, you see a receipt with a unique reference and the date and time of receipt, and we send a copy to the email address you give. Email remains available at any time.