Return Policy
Framework
This return policy has been drafted based on current legislation and may be updated without prior notice.
Right of Withdrawal and Returns
The customer has the right to terminate the contract without incurring any costs (other than the return shipping cost of the product(s)) and without providing a reason within 14 (fourteen) days from the date the customer or a third party indicated by the customer (excluding the carrier) acquires physical possession of the product(s).
Therefore, in the event of exercising the right of withdrawal, any purchase made in the store may be returned within the 14-day period after receipt. After this period, a refund or exchange of the item(s) will no longer be possible.
If the customer wishes to exercise the right of withdrawal, they must complete and submit an unequivocal declaration of contract termination. They may contact the store within the above-mentioned period to request the Withdrawal Form or explicitly state via email at geral@homegourmet.pt that they wish to terminate the contract.
The email contact must reference the following details:
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Recipient's name
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Phone/mobile contact
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Order number
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Order date
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Date of order receipt
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Number of products and/or services purchased
Upon receiving the withdrawal request, a response will be provided as soon as possible to facilitate and schedule the collection of the purchased product(s).
Return Conditions To be eligible for a return, purchased items must be in the same condition as they were delivered. They must also be returned in their original packaging without signs of misuse or mishandling.
Perishable products cannot be returned. Examples include food items, flowers, newspapers, and magazines.
Documentation To complete the return process, the purchase invoice, payment receipt, and return form must be included.
Refund The refund for the product(s), including delivery costs, will be issued in full within 14 days from the date we are informed of the withdrawal decision.
Rocha & Rocha is not required to refund additional return costs resulting from a different and more expensive collection method than the one we offer. If the collection of the product(s) from the customer is requested through Alentejo à Porta, the refund process will begin after the proper receipt of the product(s). The customer will be notified via rochaerocha@gmail.com regarding this process.
The refund will be issued using the same payment method the customer used for the initial payment unless explicitly agreed otherwise and provided that the customer does not incur any costs as a result of the refund.
If the refund is not received within the indicated period, the customer should check their bank account again. If the deposit is still not confirmed, they should contact their bank manager. If there is still no feedback, they should contact the bank. After these steps, they may contact us at +351917348738.
Exchanges An exchange of items is only accepted when the order is defective, incomplete, incorrect, or damaged during delivery. If the customer wishes to exchange an item, they must contact us via email at rochaerocha@gmail.com.
The item should be sent to the following address:
Rocha & Rocha Lda
Rua Alto do Duque 2A
1400-009 Lisbon,
Portugal
Gifts If the item was given as a gift, it will only be accepted for exchange upon presentation of the respective gift receipt.
Shipping Costs The initial shipping costs will be included in the refunded amount as stipulated in current legislation under Decree-Law No. 24/2014.
If the customer chooses a collection method different from the one defined by Rocha & Rocha, they will be responsible for paying the additional shipping costs associated with returning the product to the store, whether for a refund or an exchange.
We cannot guarantee that returned items will arrive in the same condition as when they were sent.
International Returns For orders delivered abroad, the return process follows the same conditions mentioned above.