Returns & Cancellation Policy
1. Your Right to Cancel (Statutory Right of Withdrawal)
If you are a retail consumer residing within the European Union (such as Germany or Portugal), you have the right to withdraw from your purchase contract within 14 calendar days of physically receiving your goods, without providing any justification, in accordance with Portuguese Decree-Law no. 24/2014.
2. Exceptions & Exclusions
The statutory right of withdrawal does not apply to:
- Opened or Unsealed Bottles: For health, hygiene, and strict wine preservation quality standards, bottles that have been opened, corked, or had their protective seals tampered with after delivery cannot be returned.
- Non-EU International Orders: Orders dispatched to non-EU destinations (including Japan and the United Kingdom) are not subject to EU statutory consumer withdrawal regulations. Returns for these destinations are evaluated on a case-by-case goodwill basis. Please contact our support team to discuss your specific order.
3. How to Request a Return
To initiate a return, send an email to comercial@cordeirovinos.com within 14 calendar days of receiving your delivery. Please include your Order Number and an explicit statement indicating your wish to exercise your right of withdrawal.
4. Returning the Goods
Upon receiving confirmation from us, return the products unopened, undamaged, and in their original protective packaging within 14 days of your notification. Unless explicitly agreed otherwise or in cases of defective goods, you are responsible for paying the direct cost of return shipping.
5. Refunds
We will refund the price paid for returned items, including standard outgoing delivery charges, within 14 days of receiving the returned goods at our warehouse (or receiving official proof of dispatch). Refunds will be processed through the original payment method used at checkout (via Stripe).
6. Damaged, Broken, or Faulty Products
We take immense care in packaging our wines for global shipment. However, if your order arrives broken, damaged, or compromised, please contact us within 48 hours of delivery at comercial@cordeirovinos.com with clear photographs of the damaged product and outer transit packaging. Upon verification, we will arrange a replacement or issue a full refund—including all shipping costs—at zero additional expense to you.
7. Contact Information
For all inquiries regarding returns, order cancellations, or damaged shipments, please reach out to us directly:
Cordeiro Viegas, Sociedade Unipessoal Lda
Website: cordeirovinos.com
Customer Support Email: comercial@cordeirovinos.com