Refund policy

(Last updated: October 2025)

1. General Provisions

This Policy sets out the return and refund conditions applicable to purchases made through the online store https://shop.herdadedoestacal.pt, owned by Herdade do Estacal, Lda., with its registered office at Largo da Fonte, 3, 7940-451 Vila Ruiva, Portugal, company tax number (NIPC) 518 586 626.

Its purpose is to ensure transparency and respect for consumer rights in accordance with applicable Portuguese legislation.

2. Right of Withdrawal (14 Days)

Under Portuguese Decree-Law No. 24/2014, the customer has 14 calendar days after receiving the order to exercise the right of withdrawal without having to provide a reason.

To exercise this right, the customer must communicate their decision by email to shop@herdadedoestacal.pt, providing the following information:

  • Full name;
  • Order number;
  • Date of receipt;
  • Products to be returned.

Herdade do Estacal will confirm receipt of the request and provide detailed return instructions.

3. Exclusions from the Right of Withdrawal

The right of withdrawal does not apply to:

  • Perishable food products or products with a limited shelf life, including cheeses, cured meats, wines, jams, olive oils and other temperature-sensitive goods;
  • Sealed products which, for hygiene or health-protection reasons, cannot be returned once opened;
  • Personalised products or products prepared according to the customer’s specific instructions (e.g. personalised gift hampers).

In these cases, a return will only be accepted if the product has a manufacturing defect or an evident lack of conformity.

4. Return Conditions

Returns must meet the following requirements:

  • They must be authorised in advance by Herdade do Estacal;
  • The product must be intact, show no signs of use, be in its original packaging and include all components and labels;
  • The return must be sent within a maximum of 14 days after the return request has been communicated;
  • As a general rule, return shipping costs are borne by the customer, except where Herdade do Estacal has made an error or the product is defective.

5. Returns of Damaged or Defective Products

If the product has visible damage, an original defect or there has been a shipping error, the customer must report it within a maximum of 24 hours after delivery by sending photographs showing the condition of the packaging and the product to shop@herdadedoestacal.pt.

Herdade do Estacal will assess the situation and, if the lack of conformity is confirmed, will provide one of the following solutions:

  • Replacement of the product;
  • Full refund of the amount paid;
  • Issuance of a purchase voucher, if preferred by the customer.

6. Processing of Refunds

After the returned product or products have been received and inspected, the refund will be issued within a maximum of 14 business days using the same payment method as the original purchase, unless otherwise agreed.

Herdade do Estacal reserves the right to withhold the refund until the goods have been received or the customer has provided proof of return shipment.

7. Product Exchanges

Direct product exchanges are not available for perishable products.
In all other cases, an exchange may be arranged subject to stock availability and prior agreement with customer service.

8. Summary of the Procedure

  1. The customer submits the return request by email.
  2. Herdade do Estacal confirms the request and provides instructions.
  3. The customer returns the product as instructed.
  4. The product is inspected after receipt.
  5. The refund or replacement is processed within 14 business days.

9. Contact Details

Herdade do Estacal, Lda.
Email: shop@herdadedoestacal.pt
Telephone: (+351) 910 579 150
Address: CM-1004 7940-451 Albergaria dos Fusos, Portugal