Shipping & Returns
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Orders
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For all orders placed through the website, you will receive a confirmation with the respective details, such as the total price of the order including the shipping costs.
If Monte da Burquilheira, Sociedade Agricultura e Turismo Unipessoal, Lda. is unable to supply a customer's order in part or in full, it will immediately contact the customer in order to resolve the situation.
Orders will be processed and shipped immediately after receipt of proof of payment.
Shipping Policy
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The estimated delivery time for distribution is 2 working days, for any order within the national territory, and may go up to a maximum of 10 working days in the event of stock shortages.
The shipping time mentioned is also added to the time required to transport the order, which depends on the transport company and the final delivery destination of the order.
Shipping methods and delivery times vary and can be confirmed upon final submission of the purchase order.
If you have any emergency or special request, you can always contact us by email montedaburquilheira@gmail.com or by telephone: 00351 917027210.
Shipping costs
The shipping costs are borne by the customer and will be calculated based on the weight of the products, the weight of the secure packaging, and their destination. This amount will be indicated in the shopping cart before the final validation of the order.
All taxes and fees associated with the products and their transportation are included in the final amount to be paid, except for customs fees to be paid, whether within or outside the countries of the European Union.
Receiving orders / Complaints and Returns in cases of product damage
All our products are properly packaged in appropriate packaging. Without prejudice, we recommend that all orders are examined by the customer upon receipt.
If any irregularity or damage is detected in the product, we ask that you confirm that the contents are intact, and you may return it if you consider that it is not in the best condition.
In the event of any anomaly with the order at the time of delivery, we request, if possible, that a photographic record be sent via email to montedaburquilheira@gmail.com.
If any imperfection or damage is detected in the product, the customer must contact Monte da Burquilheira, sociedade agrícola e turismo unipessoal, Lda., by telephone or email, so that the situation can be resolved as quickly as possible.
In this case, the customer may choose to request a replacement of the product or, alternatively, to return it, thereby terminating the contract.
To clarify any doubts, request additional information or send suggestions, contact us via email montedaburquilheira@gmail.com .
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Returns, exchanges and order cancellations
A. Order cancellation
An order may be cancelled by the customer, without any cost and without any justification, as long as such cancellation is made before payment and subsequent shipping processing.
B. Return of order
Under the terms of the right to free resolution, provided for in Decree-Law no. 24/2014, of February 14, the Customer has a period of 15 days from receipt of the order to return the goods. However, upon return, the product must be in the same condition in which it was sold (including packaging accompanying the product, labels and back labels), with no signs of use, otherwise the return will not be accepted by Monte da Burquilheira, sociedade agrícola e turismo unipessoal Lda. If the Customer wishes to return an order after receipt, it must be carefully reassembled and sent back to the shipping address indicated on the transport guides.
The Customer must keep the order in good condition until the return is made.
The amount paid by the Customer in the meantime will be refunded, provided that, after being received and checked, the products are in perfect condition. The refund of the purchase, if accepted, will be made within a maximum period of 14 calendar days from the date on which the Customer exercises the right of withdrawal.
Shipping costs will not be refunded.
Some of the products sold on the website are perishable or subject to change depending on handling conditions, temperature, light or humidity, and therefore the return of a product subject to conditions that have deteriorated its quality will not be accepted, in accordance with the provisions of article 17, paragraph 1, letter d) of Decree-Law no. 24/2014, of 14 February.
C. Order exchange
Additionally, purchased products may be exchanged for another item available in the website's online store, as long as they are in perfect condition and the packaging has not been opened or is not damaged.
In this case, if the customer wishes to exchange an item delivered to their home, they must request the return via email to montedaburquilheira@gmail.com, indicating the reason and respective contact details, so that we can obtain all the necessary clarifications.
The shipping costs and the cost of resending new products will be the responsibility of the customer. The deadline to request any exchange is 15 days from the date of receipt of the order.