Refund policy
Refund & Return Policy — Lusoterroir.pt
1. Defective Products
If you receive a defective or damaged product, please contact us as soon as possible. Lusoterroir will collect the item and send a replacement product at no additional cost.
📩 Email: hello@lusoterroir.eu
📞 Phone: +351 910 160 310
2. Order Cancellations
You may cancel your order before it has been shipped. To do so, please send us an email with the order number.
Once confirmed, you will be notified by email.
Orders cannot be cancelled once they are already in transit.
3. Returns for Withdrawal (Right of Free Termination)
Under Decree-Law No. 24/2014, you may withdraw from the purchase within 14 days after receiving the products, without the need to justify.
Conditions:
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The product must be intact, unused, and in its original packaging.
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The refund includes the value of the products and the standard shipping costs (excluding express or personalized shipping).
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Return shipping costs are the responsibility of the customer, unless expressly stated otherwise.
4. Return Procedure
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Contact us by email (hello@lusoterroir.eu) providing:
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Order number;
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Product(s) to be returned;
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Reason for return (optional, except in case of defect);
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We will send you return instructions.
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After receiving and verifying the condition of the product, the refund will be issued within 14 business days, using the same payment method used for the purchase.
5. Exclusions from the Right of Return
Returns do not apply in the following cases:
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Perishable or food products (e.g., wine, gourmet products), if opened or consumed;
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Personalized or custom-made products;
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Products whose tamper-evident seal has been broken.
6. Refunds
Refunds will be processed within 14 days after receipt and verification of the returned items.
Additional shipping costs chosen by the customer (e.g., express shipping) will not be refunded.
7. Contacts
📩 Email: hello@lusoterroir.eu
📞 Phone: +351 910 160 310
📍 Return address: Rua Joaquina Galaz Pimenta Lote 23 rc frt, 8600-550 Lagos, Portugal