Cancellation & Refunds
At Mercearia de Portugal, we work to ensure your order arrives in perfect condition. Even so, it's important that you carefully read our cancellation and return policy before making your purchase.
1. Order cancellation before shipment
The customer can request cancellation of the order only as long as it has not yet been shipped.
As soon as the order is placed:
- be prepared,
- issued,
- or handed over to the carrier,
Immediate cancellation is no longer possible; the refund rules described below will now apply.
2. Orders in transit
⚠️ It is not possible to cancel or request a refund for orders that are already in transit.
An order is considered to be in transit from the moment that:
- It is delivered to the carrier, and
- A tracking number is assigned.
If the customer wishes to cancel the order after this point, they must:
- receive the order;
- Request a refund later, in accordance with legal terms.
3. Carrier delays
Mercearia de Portugal is not responsible for any delays caused by the carrier, particularly during peak periods (Christmas, Easter, promotional campaigns, adverse weather conditions, strikes or logistical constraints).
👉 Delivery delays do not constitute a valid reason for order cancellation or refund while the order is in transit.
4. Customer refuses the order.
If the customer refuses to accept the order upon delivery, it will be returned to the sender.
In these situations:
- The refund will only be processed after the request has been received at our facilities.
-
The amount to be refunded will only correspond to the value of the products, with the following deductions:
- shipping costs,
- the return shipping costs charged by the carrier,
-
and any handling costs or damages incurred.
❗ Unjustified refusal of the request does not entitle you to a full refund.
5. Returns after receipt (Right of Withdrawal)
Under the law, the customer has 14 days after receiving the order to exercise the right of withdrawal, provided that:
- the products are intact;
- have not been opened, used or consumed;
- are in a condition to be sold again.
📌 Food products, perishable items, or products sealed for hygiene and food safety reasons are not eligible for return after opening, according to current legislation.
6. Return costs
Unless there is an error attributable to Mercearia de Portugal, the return shipping costs are:
- These are the sole responsibility of the customer;
- Includes return shipping fees and any associated charges.
7. Refunds
- Refunds are processed after the returned products have been received and verified.
- Whenever possible, the refund will be processed using the same payment method used for the purchase.
- The processing time for a refund can take up to 14 days after we receive the returned item.
8. Errors or problems with the order
If the order includes:
- Wrong product.
- damaged product,
- or another error attributable to our team,
The customer must contact us within 48 hours of receiving the item, via email:
In these cases, the situation will be analyzed and resolved fairly and quickly.
9. Contacts
For any further clarification regarding cancellations or refunds, we are available through:
