Refund policy
RETURN POLICY OF OS SEGREDOS DE BELÉM
Our return policy is specially adapted to the nature of our products, which are primarily perishable goods. We are committed to providing high-quality products and offering an exceptional customer experience. However, due to the nature of our products, certain restrictions apply.
- NON-RETURNABLE PRODUCTS
Items sold by Os Segredos de Belém, such as Pastéis de Nata Boxes and preparation kits, are perishable goods and therefore cannot be returned or exchanged once delivered, except in the case of a major issue for which we are responsible.
Non-returnable items include:
- Perishable goods, including food, food products, and ingredients.
- Kits and Boxes containing edible products.
- PROBLEMS WITH PRODUCTS
If you encounter an issue with your order, please contact us immediately at: contact@ossegredosdebelem.com. In order to assess the situation, we will ask you to provide photos and/or videos showing the condition of the product received. We evaluate each case individually to determine the best possible solution.
- REFUNDS
Refunds are not granted due to the perishable nature of our products. However, if a product is delivered defective or damaged due to our responsibility, we will work with you to find an appropriate solution, which may include a partial or full replacement of the order, subject to the conditions above.
Conditions that may lead to a solution:
- Damaged product upon delivery (photos/videos required).
- Order preparation error on our part.
- REFUSED OR UNDELIVERED PACKAGES
In the event of refusal of delivery or the return of the package to our warehouse for reasons beyond your control (incorrect address provided by Os Segredos de Belém or non-delivery by the carrier), we will evaluate the possibility of reshipping the package or offering an alternative solution.
- SALE OR PROMOTION ITEMS
Items purchased on sale or promotion are not eligible for dispute, except in the case of an error on our part during preparation or delivery. Only regular-priced items may be considered for a potential solution.
- GIFTS
If the item was marked as a gift during purchase and shipped directly to you, a specific solution may be considered in case of an issue. Please contact us with your order details for more information.
- CLAIMS AND ASSISTANCE
For any questions regarding our return policy or to report an issue with your order, please write to us at contact@ossegredosdebelem.com. We are here to assist you and ensure that your experience with Os Segredos de Belém is as satisfactory as possible.