Return & Refund Policy

Right of free termination of the contract

According to the applicable rules, if you are contracting as a consumer, the customer has the legally established right to terminate the contract, up to 30 days after its conclusion, without giving any reason.

The free resolution period will expire after 14 days from the day on which the customer (or a third party - other than the carrier - indicated by you) physically purchases several items in a separately delivered order, 14 days from the day on which the customer (or this third party nominated by you) has physically purchased the last product. To exercise the right of free termination of the contract, the customer can contact us through the telephone number 911749753, through our contact form available on the website and in the mobile application or via email of your decision to terminate this contract by an unequivocal statement (example: a letter sent by post or e-mail). However, the consumer may exercise the right of free resolution by any means, and the use of any of the aforementioned means is not mandatory.

To respect the period for free termination of the contract, simply send your communication regarding your exercise of the right of withdrawal before the period of termination of the contract expires.

Effects of contract termination

If the customer terminates the Contract before delivering but after purchasing, we will refund the amount paid for the products, including the costs of delivery to the original place of delivery .

If the customer terminates the Contract after receiving the goods, and the goods are not damaged ,we will refund the amount paid for the products but not the delivery costs or return costs,  without undue delay and provided that it does not exceed the period of 14 days from the day you were informed of your decision to terminate this contract.

We will issue the refund using the same payment method that the customer used for the original transaction. 

Notwithstanding the foregoing, we may withhold the refund until we receive the products back, or until the customer demonstrates evidence that they have returned them.The customer can send the items for return or deliver them to our store/office in Portugal, in which case they can show the invoice in digital format on their mobile device or deliver the printout of the invoice, without undue delay, not exceeding the deadline of 14 days from the date on which the customer informed us of the termination of the contract. The deadline is met if the customer returns the products before the 14-day period has expired.

If the return is due to a defect in the product, the cost of shipping the products to our facilities will be refunded.

Unless the customer delivers the products to our store/office or returns the products via a carrier determined by us, the customer must bear the return costs.

The customer is only responsible for a possible decrease in the value of the goods resulting from the delivery, and not for what is necessary to establish the nature, characteristics and functioning of the products.Note that, after delivery of the order, if the customer exercises the right to withdraw from the contract and makes the return through a carrier chosen by him and not by the company Vegteam Lda, we cannot assume the risk in the return package when referring to causes not imputed to Vegteam Lda. 

Likewise, the customer is responsible for the contents of the packaging returned to Vegteam lda. In the event of an error in the content of the return package not attributed to Vegteam Lda, we are entitled to charge the costs associated with the corresponding return to the customer, if applicable.

All rights recognized by the law in force will be safeguarded. 

The return of the gift card is governed by the Conditions of use of the gift card.

The contractual right to return products must apply exclusively to products that can be returned in the same conditions in which the customer received them.

No refund will be made if the product has been used beyond the simple opening of its packaging or if it has been damaged; therefore, the customer must be careful with the products while they arein your possession.

Please return the item, using or including the original packaging. It must also include all instructions, labels, documents and product packaging. In any case, you must deliver, duly completed, the receipt you received at the time of delivery of the product, together with the product to be returned.

Upon return, the respective products must be returned as indicated:

(i) Returns to our store / office at Rua Quinta de Santa Marta nº 4 Loja EF 1495-171 Algés in Portugal. In this case, go to Rua Quinta de Santa Marta nº 4 Loja EF 1495-171 Algés in Portugal and present, together with the product, the invoice attached to the shipping confirmation, which can be presented in digital format through your telephone

(ii) Returns by carrier:

When returning the product(s) you must contact us via email or by calling 911749753 , so that the product is delivered to the original delivery location. You must send the product in the same packaging received, with a printout of the invoice attached to the email with the shipping confirmation.

Returns must be requested within 14 days of receipt of the goods. The item must be in sellable condition and returned at your own cost. When the return is approved by customer services, we must receive the item within 28 days of the original delivery. Items returned to us that arrive damaged or lost will not be credited.

We do not accept returns of liquid-based products, hand wash or hand lotion ,wicks , waxes ,dyes,  due to the nature of these products and the fact that they can be tampered with. Please try our sample sizes of these products first to make sure you are happy with the performance.

After examining the item, we will let you know if you are entitled to a refund of the amounts paid.

Delivery costs will be reimbursed when the contractual right to return the products is exercised within the contractually defined period all products in question are returned.

The return will be made as soon as possible and, in any case, up to 30 days from the date on which the customer communicates his intention to return the products back or until the customer demonstrates evidence that products sent the products.

Defective products

In cases where he considers that, at the time of delivery, the product does not comply with the provisions of the contract, the customer must contact us within the period of 14 days legally established through our contact form, indicating the details of the product as well as the damage suffered, or by contacting us at 911749753, and we will tell you what to do.

You can return the product at Rua Quinta de Santa Marta nº 4 Loja EF 1495-171 Algés in Portugal. carrier, at your home, sent by us, accompanied by a printout of the e-ticket, being later refunded the corresponding amount.

As legally established, instead of canceling the contract (and consequent return of the good and refund), you can also choose to replace the product, or for the appropriate price reduction.

The refund of the price, the replacement of the product, or the appropriate reduction of the price paid for the article must occur as soon as possible and, in any case, within 30 days.The amounts paid for products returned for any damages or defects will be refunded in full, including delivery costs incurred in sending the item and costs incurred in returning them. The return must be made using the same payment method used to pay for the purchase.

 All rights recognized by the law in force will be safeguarded.

 Variations

Variations that should not be considered defects.

The products we sell, especially those made by hand, often have the characteristics of the natural materials used in their production. These characteristics, such as variations in grain, texture, knots and colors, may not be considered defects or damage. On the contrary, you should count on their presence and appreciate them. We select only the highest quality products, but features are unavoidable and must be accepted as part of the product's individual appearance.

 Right of withdrawal and return of orders from abroad

If you have ordered items from another EU Member State outside Portugal through this website, all the above applies with the restriction that the transport determined by us can only be carried out to the address of original delivery within Portugal.We further inform you that we are under no circumstances  obliged to pay shipping costs to addresses other than the original delivery address, nor return costs to destinations outside Portugal.

Importante note : Products like wax , fragrances and solvents cannot be returned due to the risk of contamination.