Terms of service

OS SEGREDOS DE BELÉM NO-RETURN POLICY

At Os Segredos de Belém, our priority is to provide you with premium products and a satisfying customer experience. Because of the nature of our food products, we have put in place a suitable no-return policy. We encourage you to read our policy carefully and to contact us if there is any problem with your order.

1. NON-RETURNABLE PRODUCTS

Our items, such as pasteis de nata boxes and other preparation kits, are perishable goods. They are therefore not eligible for return or exchange, even in the event of a change of mind or an ordering mistake. This policy is intended to guarantee food safety and compliance with hygiene standards for all our customers.

Items not eligible for return or exchange:

• Perishable goods such as food, including the products contained in our boxes.
• Preparation kits and pasteis de nata boxes.

2. PROBLEMS WITH YOUR ORDER

If you experience a problem with your purchase, please contact us directly at contact@ossegredosdebelem.com. So that we can assess your request, we will ask you to provide photos and/or videos showing the condition of the product received, demonstrating that the parcel is in the same condition as when it was sent. Every claim is reviewed individually.

3. REFUNDS

Because of the perishable nature of our products, refunds are generally not granted. However, if the product is delivered damaged or does not match the order (a preparation error on our part), we will assess your request and consider a suitable solution. Please contact us immediately to report a problem with your order.

4. SALE OR PROMOTIONAL ITEMS

Only items bought at full price may, in certain circumstances, be discussed in the event of a proven problem. Items in a sale, on promotion or bought with a discount are not eligible for adjustments, exchanges or specific discussions, except where the problem was caused by an error on our part.

5. GIFTS

If the item was identified as a gift at the time of purchase and shipped directly to you, you may be entitled to a specific solution in the event of a problem. For more details, contact us with your order information.

6. QUESTIONS AND SUPPORT

For any question about our no-return policy, or to report a problem with your order, please write to us at contact@ossegredosdebelem.com. We are committed to helping you quickly and to making your experience with Os Segredos de Belém the best it can be.