Returns and Refunds Policy
Purpose
This Returns and Exchanges Policy sets out the conditions applicable to returns, exchanges, complaints and refunds for products purchased through the online store www.doismarias.pt.
This policy complements the General Terms and Conditions of Sale and applies exclusively to purchases made in the Dois Marias online store.
The objective is to ensure a transparent, simple process in accordance with applicable law, while simultaneously ensuring the protection of consumer rights and the legitimate interests of Sociedade Agrícola Dois Marias, Lda.
Identification of the entity
Sociedade Agrícola Dois Marias, Lda.
NIPC: 510 418 686 (VAT number)
Rua Coronel Andrade e Silva, n.º 9
7350-128 Elvas
Portugal
Right of Free Resolution
In accordance with Decree-Law no. 24/2014, of February 14, the consumer has the right to terminate the contract, without needing to state any reason, within 14 consecutive days.
The period begins:
- on the date of receipt of the order;
- or, in the case of partial deliveries, on the date of receipt of the last product.
To exercise this right, the consumer must communicate their decision in writing to:
The communication must contain:
- customer name;
- order number;
- product identification;
- date of receipt;
- express indication of the intention to exercise the right of free resolution.
Conditions for accepting returns
Returned products must cumulatively meet the following conditions:
- be in perfect condition;
- show no signs of use;
- retain the original packaging, whenever possible;
- keep all accessories, documents and elements provided;
- be properly packaged for transport.
Dois Marias reserves the right to refuse returns that do not comply with these conditions, without prejudice to the rights legally granted to the consumer.
Products that cannot be returned
Returns will not be accepted for:
- opened bottles;
- partially consumed wines;
- customised products;
- products produced specifically for the customer;
- products deteriorated by improper storage after delivery;
- products damaged by misuse.
This limitation does not prejudice consumer rights regarding defective or non-conforming products.
Natural Products
Wines are natural products.
Small differences in colour, aroma, evolution, sediment or tartrate crystals are natural characteristics of the product and do not constitute manufacturing defects or grounds for return.
Natural Cork
The use of natural cork may, in exceptional circumstances, cause organoleptic changes inherent to this material.
Whenever the customer believes such a situation exists, they should contact Dois Marias for individual analysis of the occurrence.
Each situation will be assessed on a case-by-case basis.
Products damaged during transport
If the order shows damage caused during transport, the customer must:
- photograph the packaging;
- photograph the products;
- keep the original packaging;
- report the occurrence to geral@doismarias.pt, preferably within a maximum of 48 hours of receipt.
After analysing the situation, Dois Marias may:
- replace the products;
- send the missing items;
- issue a credit note;
- proceed with the refund.
Defective product
If the customer considers that they have received a defective or non-conforming product, they should report the situation as soon as possible via the address:
Whenever possible, the following should be sent:
- photographs;
- order number;
- detailed description of the occurrence.
Dois Marias will analyse each situation individually.
Shipping errors
If the customer receives products different from those ordered, they must report the situation within a maximum of 48 hours of receipt.
Once the error is confirmed, Dois Marias will bear the costs of its correction.
Return Costs
Exercise of the right of free resolution
Unless otherwise provided by law or expressly indicated by Dois Marias, return costs will be borne by the customer.
Error attributable to Dois Marias
When the return results from:
- shipping error;
- defective product;
- product damaged during transport;
- non-compliance attributable to Dois Marias;
all return or collection costs will be borne by the company.
Refunds
After receiving and checking the returned products, Dois Marias will proceed with the respective refund in accordance with the legally applicable terms.
Whenever possible, the refund will be made using the same payment method used for the purchase.
The effective period for the availability of funds may depend on the banking entity or the payment service provider.
Product exchanges
Dois Marias may accept product exchange requests as a commercial courtesy.
Each situation will be analysed individually.
The acceptance of an exchange does not constitute a precedent or obligation for future situations.
Product Storage
After the order is delivered, the correct storage of the wines becomes the customer's responsibility.
Deterioration resulting from inadequate storage conditions does not constitute grounds for return.
Complaints
Any complaint may be submitted via email:
Dois Marias undertakes to diligently analyse all complaints and respond as soon as possible.
Complaints Book
The Electronic Complaints Book is available at:
Alternative Dispute Resolution
In accordance with current legislation, consumers may resort to a Consumer Alternative Dispute Resolution entity.
Additional information is available at:
Changes
Sociedade Agrícola Dois Marias, Lda. reserves the right to change this Returns and Exchanges Policy whenever necessary.
The latest version will always be available on the website.
Contacts
Sociedade Agrícola Dois Marias, Lda.
Rua Coronel Andrade e Silva, n.º 9
7350-128 Elvas
Portugal
Last updated: June 2026.
