Refund policy

Cancellations

Orders for which payment is not received within a maximum period of 24 hours from the order confirmation moment will be cancelled.

If you have completed the payment and wish to cancel your order, you must contact our Customer Support Team through the available contact channels.

Only cancellations of paid orders will be accepted if the order is still being prepared. If the order has already been dispatched, Dois Marias cannot proceed with its cancellation.

All refunds resulting from the cancellation of paid orders will, in accordance with our Cancellation, Exchange and Returns Policy, be made using the same payment method used in the initial transaction. 

 

Product Exchanges and Returns

Under Decree-Law no. 24/2014 of 14 February, the Customer has, since 28/05/2022, 14 days after receipt of the goods to terminate the contract and return the products.

The right of withdrawal must be exercised within 14 days from receipt of the goods, through an unequivocal declaration sent by email or letter to geral@doismarias.pt or Avenida do Dia de Portugal N63, 7350-229 Elvas, respectively. The customer is solely responsible for proving that they exercised their right of withdrawal within the legal deadline.

The exchange or return of products may be exercised in two different ways:

• Simplified return through the logistics operator via  the link: https://submission.ctt.loop-os.com/?instance_id=392, within 14 days from receipt of the goods, for exchange situations or returns requested by customer decision, meaning situations where the exchange and/or return of products occurs voluntarily and is not related to a product issue or damage during transport. Through the logistics operator, the Customer must select the Dois Marias Online Store and follow the steps defined by the platform to create the collection request and pay the single return fee assigned by the logistics operator. At the end of the information submission process, a packaging code will be provided, which must be given to the designated employee. The availability of collection points can be checked during the process on the platform. After receipt of the returned product(s), a quality control assessment will be carried out, and the exchange or return will depend directly on the condition of the delivered product(s);

• Direct exchange or return of products with Dois Marias, within 14 days from receipt of the goods, through an unequivocal declaration sent by email or letter to geral@doismarias.pt or Avenida do Dia de Portugal N63, 7350-229 Elvas, respectively, for situations involving exchange and/or return where the product is not in usable condition, or where it has suffered damage during transport.

Dois Marias informs that:

• If the exchange or return is not due to product quality issues or transport damage, the direct costs of returning the goods shall be borne by the customer. Therefore, the refund amount will always exclude shipping costs;
• The refund will be processed within a maximum period of 14 days from the date on which Dois Marias is informed of the decision to terminate this contract;
• Refunds are made using the same payment method used in the initial transaction;
• The refund will only be processed after Dois Marias has received the goods concerned for return;
• The goods must be returned without unjustified delay and within a period not exceeding 14 days from the day on which Dois Marias was informed of the withdrawal from the contract. The deadline is considered respected if the goods are returned before the end of the 14-day period;
• The direct costs of returning the goods shall be borne by the customer, meaning the refund amount will always exclude shipping costs;
• The exchange and/or return may only be carried out provided that the products have not been used. They must remain in their original packaging, with seals and stickers intact, and must be presented exactly as they were received;
• You must not send products for exchange and/or return without first contacting the Sales/Customer Support Team. Dois Marias will not consider received products as exchanges and/or returns if the process has not been properly completed;
• After initiating contact, the customer must send the items, properly packaged, together with the invoice proving payment, to the following address: Avenida do Dia de Portugal N63, 7350-229 Elvas.
• All items must be in good condition (sale condition), without the original packaging having been opened. Products that have been tested or damaged for reasons unrelated to order preparation or transport will not be accepted for return. If these conditions are not met, Dois Marias will not proceed with the exchange and/or return;
• Promotional packs must keep the external packaging intact, as well as all products contained inside the packs. Products that have been tested will not be exchanged and/or returned. If these conditions are not met, Dois Marias will not proceed with the exchange and/or return;
• When Dois Marias processes a refund, the amount returned corresponds to the total purchase value, excluding shipping costs. Only when the return occurs due to a product defect will shipping costs be included, even in the case of an international order;
• After verification of the product to be exchanged and/or returned, and provided it meets the exchange and return conditions mentioned above, Dois Marias will send a new product and/or issue the refund within a maximum period of 48 hours. If the selected replacement product is unavailable in stock, the shipping period may exceed 48 hours;
• Whenever it concerns a partial exchange and/or return of one or more products from an order, without returning the entire order, only the item concerned will be exchanged or the value corresponding to the returned products will be refunded;
• If the customer wishes to exchange products, the shipping costs for sending those products to our facilities, as well as the costs corresponding to shipping the new product, shall be borne by the customer. Only customers sending products damaged during transport or due to a manufacturer defect will not bear shipping costs, which will be assumed by Dois Marias. The exchange will begin after verification of the product condition and payment of transport costs, only where applicable. If the product does not meet the requirements mentioned above, Dois Marias will contact the customer, providing photographic evidence if necessary, as justification for refusal;
• In situations where the customer fails to collect their order from a collection point within the appropriate timeframe, the order will be returned to Dois Marias. After the order arrives at our facilities, if the customer wishes to have it resent, they must pay the shipping costs to the destination, corresponding to the return cost charged by the logistics operator to Dois Marias and the reshipment cost from Dois Marias to the customer.

Product Availability and Order Confirmation/Cancellation

• Products are only picked for processing an online order after payment has been confirmed. For payments made by Multibanco Reference, Dois Marias informs customers that the maximum payment period is 24 hours. If no payment is recorded after 24 hours, Dois Marias will cancel the order. 
• The customer will always be informed of the estimated dispatch date of their order;
• Please note that dispatch times may vary depending on the destination of the order or any unforeseen circumstances involving our logistics operator. Dois Marias shall not be liable for delays in delivery resulting from external factors;
• Online orders, as well as their preparation, are processed only on business days between 9:00 a.m. and 12:00 p.m. Therefore, weekends and public holidays are not included in delivery time estimates or in the delivery process itself. Should any delay occur in the dispatch of orders compared to the estimated timeframe initially provided, no claims for compensation shall be accepted or considered;
• The fulfilment of all orders placed through the Online Store is subject to product availability. Dois Marias endeavours to ensure that all items displayed for sale are in stock. However, Dois Marias reserves the right not to accept any orders, or to cancel orders relating to products that have, in the meantime, become out of stock;
• In the event of product unavailability and/or stock shortages, the customer will be informed immediately of the partial or total cancellation of the order. If an online order has already been processed and paid for, and one or more products become unavailable during the invoicing process due to stock shortages, Dois Marias will immediately refund the amount paid by the customer. In such cases, the refund will always be made using the same payment method used for the original transaction;
• Where the information provided by the customer is incorrect or cannot be verified, payment is not confirmed, the address provided does not allow delivery of the order, or the order is considered fraudulent, Dois Marias reserves the right to refuse the order request or cancel the purchase, even if it has previously been accepted or confirmed. Dois Marias shall not be liable for any damages or costs arising from such action.