ORDERS NOT DELIVERED TO CUSTOMER
In the case a prepaid order is returned to Garrafeira Vinhas Velhas for reasons not attributable to Garrafeira Vinhas Velhas or the freight forwarder, Garrafeira Vinhas Velhas will reimburse the amount paid for it, less shipping and return costs. Prepaid orders are those paid by Credit Card, PayPal, ATM and MBWay.
The customer can choose to receive a refund using the original payment method or through a refund coupon that can be used on a future order. The coupon will be valid for 6 months from the date of creation. After this period, there will be no refund. In case the original payment was made by Multibanco or MBWay, the customer will have to provide the bank details (IBAN) for the refund to be made.
If the reason for the failed delivery and return of the order is the responsibility of the freight forwarder, regardless of the payment method chosen, the customer will have to send us a written complaint that will be analyzed by the freight forwarder. In case the problem with the delivery was caused by an incorrect or incomplete address, we ask the customer to attach a proof of address (for example, electricity, water or gas bill) to the claim.
The solution that Garrafeira Vinhas Velhas will present to the customer will depend on the answer given by the freight forwarder. Thus, in the case of complaints originated by the transport service, we will only be able to present a solution to the customer after receiving a response from the freight forwarder. If the freight forwarder accepts full responsibility for the return of the order and if all items originally ordered are available, we will suggest the customer to reship at no additional cost. If the original order was paid for by Credit Card, PayPal, ATM, instead of a replacement order, the customer can choose a refund. If the freight forwarder does not accept responsibility, we will not be able to accept the claim, which means that refunds or replacement orders will be subject to the above-mentioned terms regarding orders returned for reasons not attributable to Garrafeira Vinhas Velhas or the freight forwarder.
Orders have a maximum duration of 3 (three) days in the "Waiting for Payment" state. After this period, the order will be automatically canceled by the system.
If the customer intends to return one or more items, he can do so within 14 days after receiving the order, provided that the products are intact, sealed, complete and in the original packaging, which cannot be damaged, altered or scratched. The customer must ensure that the returned item (s) arrives at our facilities within 28 days of delivery.
To exercise their right to return, the customer must access the reserved area of the website, select the order, and carry out the return process. The refund can be made through the original payment method or through a refund coupon, which is valid for 6 months from the date of issue. After that period, there will be no further refund.
The customer will also have to pay attention to whether the product he intends to return was purchased as part of a promotional campaign and if, for that reason, he has benefited from any product on offer. If so, you must return not only the product in question, but also the offer that was assigned to you with your purchase. Both products must comply with the previously mentioned guidelines.
The customer must send the item (s) by registered mail to the following address:
Garrafeira Vinhas Velhas - SomarSonhos, Unipessoal Lda.
Urbanização Manuel da Silva Pinheiro, nº 88 - Loja A01
4785-333 - Trofa
The return of incomplete, damaged or scratched products, as well as products without the original packaging and / or label, or products with signs of having been used, will not be accepted.
If we receive an item under the conditions mentioned above or with the freight forwarder's label attached directly to the package, the customer will lose the right to be refunded and will have 10 days to collect the item (s) at our facilities, bearing the costs of collection.
The customer must return the item (s), request a refund and make a new purchase. The entire return process is properly described in the item RETURNS.
Garrafeira Vinhas Velhas will do its best to reimburse the customer quickly, however, safeguarding, however, a maximum period of 15 days from the receipt of the return at our warehouses.
If payment was made by credit card, the refund will be made on the card itself and will appear on the next statement.
If payment has been made by Paypal, the refund will be credited to the respective Paypal account and will be available immediately.
If payment has been made by Multibanco or MBWay, the customer will be asked to provide us with the account details (IBAN) to which they want the refund amount to be transferred.*
The customer can also choose to be refunded through a discount coupon, regardless of the original payment method. The coupon will be valid for 6 months from the date of creation. After this period, there will be no refund.
REIMBURSEMENT OF SHIPPING COSTS
If the reason for returning the order was the responsibility of Garrafeira Vinhas Velhas, we will refund the respective shipping costs (example: defective products or different from the items actually ordered).
However, if, in an order for multiple products, only one has a problem, we will not refund the shipping costs.