Refund policy
OS SEGREDOS DE BELÉM RETURNS POLICY
Our returns policy is specially adapted to the nature of our products, which are mainly perishable goods. We are committed to providing high-quality products and an outstanding customer experience. However, because of the nature of our products, certain restrictions apply.
1. NON-RETURNABLE PRODUCTS
Items sold by Os Segredos de Belém, such as pasteis de nata boxes and preparation kits, are perishable goods and therefore cannot be returned or exchanged once delivered, except in the event of a major problem for which we are responsible.
Items not eligible for return:
- Perishable goods, including food, food products and ingredients.
- Kits and boxes containing edible products.
2. PROBLEMS WITH PRODUCTS
If you experience a problem with your order, please contact us immediately at contact@ossegredosdebelem.com. So that we can assess the situation, we will ask you to provide photos and/or videos showing the condition of the product received. We review each case individually to determine the best possible solution.
3. REFUNDS
Refunds are not granted because of the perishable nature of our products. However, if a product is delivered faulty or damaged because of something we did, 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.
Situations that may lead to a solution:
- Product damaged on delivery (photos/videos required).
- An order preparation error on our part.
4. REFUSED OR UNDELIVERED PARCELS
If delivery is refused or the parcel is returned to our warehouse for a reason beyond your control (an incorrect address provided by Os Segredos de Belém, or a delivery not carried out by the carrier), we will assess whether the parcel can be resent or offer you an alternative solution.
5. SALE OR PROMOTIONAL ITEMS
Items bought in a sale or on promotion are not eligible for discussion in the event of a problem, except where the problem was caused by an error on our part during preparation or delivery. Only full-price items may be assessed for a potential solution.
6. GIFTS
If the item was marked as a gift at the time of purchase and shipped directly to you, a specific solution may be considered in the event of a problem. Contact us with the order details for more information.
7. CLAIMS AND SUPPORT
For any question about our returns policy, or to report a problem with your order, please write to us at contact@ossegredosdebelem.com. We are here to help and to make sure your experience with Os Segredos de Belém is as satisfying as possible.