Refund policy
Exchanges, Returns, and Cancellations
At Avó Têtê - Wine Shop, we strive to ensure that all products reach our customers in the best condition. If you need to cancel an order, request a return, or make an exchange, you can do so directly through your customer account.
How to request a return, exchange, or cancellation
- At the footer of the online store, select the option "Exchanges, Returns, and Cancellations".
- You will be redirected to your customer account.
- Access the desired order.
- Depending on the order status, you may:
- Request a cancellation if the order has not yet been processed;
- Request a return or exchange if the order has already been shipped or delivered.
You can also access this link directly to log into your customer account.
After submitting the request, our team will review it and contact you if additional information is needed.
Order Cancellations
Orders can be canceled free of charge as long as they have not been processed or shipped.
Once the order has been processed or shipped, the cancellation option will no longer be available, and the customer should follow the return process, if applicable.
Wines, Olive Oils, and Other Non-Perishable Products
Under the applicable e-commerce legislation, private customers have a period of 14 consecutive days after receiving the order to exercise the right of withdrawal for non-perishable products, including wines, spirits, olive oils, and other equivalent products.
For the return to be accepted, products must:
- Be in perfect condition;
- Show no signs of use;
- Be returned sealed with intact seals, when applicable;
- Be returned in the original packaging whenever possible.
Return costs will be borne by the customer, except in cases of order preparation errors, product defects, or damage.
After receiving and validating the returned items, a refund will be issued using the same payment method used for the purchase, unless otherwise agreed.
Perishable Food Products
For hygiene, food safety, and product quality preservation reasons, returns of perishable food products are not accepted after delivery.
This category includes, among others:
- Cheeses;
- Hams;
- Sausages;
- Fresh products;
- Refrigerated products;
- Other products prone to rapid deterioration.
This restriction does not apply if the products are delivered damaged, deteriorated, or do not match the order placed.
Damaged, Defective, or Incorrect Products
If you receive a damaged, deteriorated, defective, or incorrect product, you must report the issue through your customer account within a maximum of 48 hours after receiving the order.
To expedite the review, photos of the product and the received packaging may be requested.
After validating the issue, Avó Têtê - Wine Shop will cover the collection or return costs and will proceed, as applicable, with the product replacement or refund.
Refunds
Whenever applicable, refunds will be processed after receiving and verifying the returned products.
The refund will be made using the same payment method used for the purchase, within the applicable legal timeframe, and may be withheld until the returned products are received or proof of shipment is provided.
Contact
If you have any questions about the exchange, return, or cancellation process, you can contact our team through the customer support channels available in the online store.