Returns

Can I return a purchase?

Yes. If you are not happy with your goods or if you have changed your mind you may cancel your order by providing us with a notice of cancellation by e-mail, at any time up to 15 days after receipt of your order.
The return of our products is only possible if they have not been used and are in their original package. Damaged or used products can not be returned.

How do I return a good?

If you live in mainland Portugal and you wish to return your product, contact our Help line on +351 932 378 237 to book the collection of the product. When you call you will need to provide the order number, name of the product, reason for the return, as well as the pickup address and date for us to collect the product. This collection service is available Monday to Friday. An exact collection time can not be given. If the costumer fails to return the products on the agreed date we will not make a new attempt. Collection has a 5€ cost that will be deducted from the refund price.

Can I exchange a product?

Sorry. We do not exchange products.

I have received damaged goods. What to do?

We operate a policy of total customer satisfaction. If you receive a defective product please contact our Help Line at +351 932 378 237, within 15 days of receipt of your order, and we will book a day to collect the product. When you contact us you will be asked for:

- Order number
- Product name and reference
- Description of the product's defect, a photo of the defect of the product and choice between product replacement or refund.

Have you received my return?

VALE NOGUEIRA will send you an email confirming reception of the returned product. If you don't hear from us within 10 days after the collection of the product please contact us via customer service +351 932 378 237.

When will I get my replacement?

The returned product will banalysed . after which it will take 5 working days to replace the faulty product. An email will be sent notifying you when the product has been shipped.

Why have I received a refund instead of a replacement?

When it is not possible to replace a product due to rupture of stock, we will refund the total amount of the defective product.

When will I get my refund?

Usually within 20 days after the product has been tested by us.

How will I be refund?

You can choose to be refund through a VALE NOGUEIRA voucher or through same method used to pay for your order:

- Payment made by credit card, will be refunded on the card used and can be verified in the next credit card statement.
- Paypal payments will be refunded directly to the Paypal account and will be immediately available.
- Bank transfer or cash on delivery payments will be refunded by a bank transfer once the client has provided his IBAN and SWIFT.

>Which shipping costs are refundable?

We only refund shipping cost of defective products or mistaken products. On a multiple order we won't refund shipping cost if only a single product is defective.

Purchases that are not delivered to the customer for reasons beyond VALE NOGUEIRA and / or carrier chosen, a € 5.00 charge will be applied for the reimbursement of the costs of the returned goods.


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