Cancellation and returns
You can cancel your order if it has not yet been processed, that is, it is still marked with the status “in process” or “awaiting payment”.
To do this, you must contact us by phone +351 969 272 816, from Monday to Friday, from 9:00 am to 6:00 pm, or by email firstname.lastname@example.org, every day.
Be sure to read ourTerms and Conditions.
In accordance with the al. l) of no. 1, article 4 of Decree-Law no. 24/2014, of 14 February, the consumer has the right to terminate the contract without incurring any costs (except return costs) and without necessity to indicate the reason, within 14 days from the day on which he acquires physical possession of the goods, in the case of purchase and sale contracts.
In order to exercise your right of free resolution, you must contact us at email@example.com or Epordouro – Vinhos e Azeites do Douro, S.A., Zona Industrial de Sabrosa, Nº 21 5060-361 Sabrosa, your decision to terminate this contract by means of an unambiguous statement.
For the free resolution period to be respected, it is enough that your communication regarding the exercise of the right of free resolution is sent before the end of the resolution period.
The procedure for exercising the right is set out in articles 10 and 11 of Decree-Law no. 24/2014, of 14 February, available here, and the free resolution form provided by B of the annex to that diploma.
Yes. In cases of free Contract Resolution, the shipping costs related to the return are borne by the consumer, as stipulated in paragraph 2 of article 13 of Decree-Law no. 24/2014, of 14/02.
1. The return of the articles must be made by presenting the respective invoice and / or proof of payment, being returned to Epordouro – Vinhos e Azeites do Douro, S.A., Zona Industrial de Sabrosa, Nº 21 5060-361 Sabrosa.
2. The articles must be presented in perfect commercial condition, in the original packaging.
3. The consumer must, within 14 days from the date on which he communicated his decision to terminate the contract, return or deliver the goods to the supplier of goods or to a person authorized for that purpose.
After receiving and confirming the products, the refund procedure will be initiated if, and only if, the products have been shipped according to the predefined terms.
Yes. For this you must contact us by phone +351 969 272 816, from Monday to Friday, from 09:00 until 18:00, or by email firstname.lastname@example.org, every day.
As stipulated in paragraphs c) to e) of paragraph 1 of article 17 of Decree-Law no. 24/2014, of 14/02, there are exceptions to the Right of Free Resolution, namely:
- Supply of goods made according to consumer specifications or clearly customized;
- Supply of goods that, by their nature, cannot be resent or are liable to deteriorate or quickly fall out of date;
- Supply of sealed goods not subject to return, for reasons of health protection or hygiene when opened after delivery.
The delivery cost is variable depending on the delivery address indicated by the consumer.
This cost is shown after indicating the delivery address and included in the total value of the order.
In mainland Portugal, the delivery time is 2 to 5 working days from the date of payment confirmation.
For other locations, the deadline may be longer.
No deliveries are made on Saturday, Sunday or public holidays.
No. However, in order to manage your orders and your data more completely, it is advisable to create a user account.
After delivery Soul Flavors is no longer responsible for the products. Therefore, any anomaly or difference between the Purchase Order and Invoice must be immediately reported to the carrier or operator.
Then, let us know what happened by calling +351 969 272 816, Monday through Friday, from 9:00 am to 6:00 pm, or by email email@example.com, every day.
In the email, give us the order number and describe in detail the damage found, attaching photos of the damaged product.
Then, you will be contacted by us to proceed with the process of replacing the product or refunding its value, if it is no longer available in stock.
To do this you must contact us by calling +351 969 272 816, from Monday to Friday, from 9:00 am to 6:00 pm, or by email firstname.lastname@example.org, every day.
Purchase and payments
When you finish your order, you will be taken to the confirmation page, with a summary of your purchase information.
You will also receive an email at the address you specified in the purchase process.
Visa, Mastercard, MBWAY and Multibanco.
The data to be filled in for payment by credit card must match the data on your card.
A typographical error is enough for the operation to be refused, so this information must be filled in very carefully. It may also have exceeded the credit limit or the card has expired. We suggest that you contact your bank in case of doubts related to your credit card.
The invoice will be delivered with the order.