Shipping and Returns
fozgourmet.com
Foz Gourmet recommends that you carefully read the Cancellation and Returns Policy below.
By accessing and using this Website, you declare that you have read, understood, and accepted the Returns Policy presented, without the need for any further action or consent.
Access to and use of other Foz Gourmet platforms are likewise governed by this Returns Policy to the extent applicable and with the respective adaptations.
The Returns Policy may be changed at any time, with changes taking effect from the date of their update on the website. Subsequent access and use of the website or platforms by the user will be considered an unequivocal sign that they have read, understood, and accepted the new changes to the Returns Policy.
The following points of the Returns Policy are also available in section 6 of the Terms and Conditions page of this Website. For your convenience, they are listed below with the same clause numbers..
6. Cancellation and Returns Policy
6.1 Foz Gourmet recognizes all its customers’ right to terminate the contracts they enter into with it, allowing them to return, within 14 days, the products purchased under the terms of Decree-Law No. 24/2014, of February 14.
6.2 The cancellation or return process is handled on a case-by-case basis by Foz Gourmet. To request an exchange or return, customers are asked to contact Foz Gourmet by email at info@fozgourmet.com within 14 days of the actual receipt of the goods (order(s)), indicating the order number or the number of the document that accompanied the order, taking into account the conditions detailed below in the following topics:
a) To return an order, the product must be in perfect condition for sale and, where applicable, in its original packaging, with accessories or promotional offers included, and accompanied by proof of purchase or invoice.
b) After the deadline for exchange or return, the cost of shipping is the responsibility of the customer. The order must be delivered to the premises of Foz Gourmet.
c) Foz Gourmet is responsible for shipping and collection costs in the case of defective products and incorrect deliveries, unless the error is attributable to the consumer.
d) Once the goods have been received at our premises and their condition has been validated as compliant, their value will be refunded via the same payment method (see point 6.6), but if this is not possible, the customer must provide proof of payment and account or card ownership so that the refund can be made by bank transfer.
e) Foz Gourmet undertakes to reimburse the customer within a maximum period of 14 days from the date on which it is informed of the decision to terminate the contract for all payments received, including the costs of delivery of the goods. However, the consumer is responsible for the cost of returning the goods, in accordance with Article 13(2) of Decree-Law No. 24/2014 of February 14.
Refunds shall be made using the same payment method used by the consumer in the initial transaction, unless expressly agreed otherwise and provided that the consumer does not incur any costs as a result of the refund.
f) If the value resulting from the exchange of products in an order is lower or higher than the initial value of the order, the conditions for settlement will be indicated by Foz Gourmet.
g) All communication on this matter will be carried out via the following emails: info@fozgourmet.com, foz.gourmet.lda@gmail.com.
6.3 Foz Gourmet assumes responsibility for defects in the origin or raw materials of the purchased product and, if this is confirmed by the specialized team at Foz Gourmet, the product will be exchanged or returned at no cost to the customer.
6.4 Foz Gourmet will not accept the return of the product after it has been used, or if it has been altered or modified.
6.5 Foz Gourmet is not responsible for deficiencies resulting from misuse, negligence, poor storage conditions, or causes of force majeure.
6.6 When a monetary refund is requested for orders paid for using Mutibanco, credit card, or MbWay payment methods, the refund will be made to the IBAN provided by the customer, minus the operational fee for the respective order payment method.
6.7 For returns from areas outside mainland Portugal, namely the archipelagos of Madeira and the Azores, Europe, and the rest of the world, the direct costs of returning the goods shall be borne by the consumer, pursuant to paragraph 2 of Article 13 of Decree-Law No. 24/2014 of February 14. In the event of exercising the right of free termination, Foz Gourmet will reimburse the consumer for all amounts paid, including delivery costs corresponding to the least expensive shipping method available, within the applicable legal period. The refund will be made using the same payment method used in the initial transaction, unless expressly agreed otherwise, and provided that the consumer does not incur any costs as a result of the refund.
6.8 The conditions described in points 6.1 to 6.6 above apply to mainland Portugal. For other areas and/or countries, points 6.1 to 6.7 apply.
