Refund Policy

This Policy was drafted in Portuguese. If there is a conflict between the English translation and the Portuguese version of these terms then, to the extent permitted under applicable law, the Portuguese version shall prevail.

This Refund Policy defines the rules applied in case of cancellation, exchange, return and refund of items purchased at Gota a Gota Wine House Online Store.

Our Customers satisfaction is essential! If for any reason you are not completely satisfied with your purchase, you can cancel or return your order with the exchange or refund option.


ORDER CANCELLATION

Any order may be canceled before shipping. If you wish to cancel an order, please contact us using our Contact Form or the email address shoponline@gotaagota.pt.

If you wish to cancel an order after its shipment has already been confirmed, please contact us using our email address shoponline@gotaagota.pt so we can find the most suitable solution. Additional costs may occur. See EXCHANGES AND RETURNS.


EXCHANGES AND RETURNS

In case of regret, you can exchange or return your order within 14 days of the delivery date, under the terms of Decree-Law No. 24/2014, of 14 February.

If you wish to exchange or return your order, please contact us using our email address shoponline@gotaagota.pt and express your wish, indicating the order number or the number of the document that accompanied your order. Do not return any item before our approval and information on how to proceed.

Please note the following conditions for acceptance of exchange or return of items:

Items must be in perfect sale conditions, including packaging, labels and back-labels, must be in their original packaging, accessories or promotional offers included, and be accompanied by proof of purchase.

Return should be delivered to the following address:
Gota a Gota Wine House
Rua de Cedofeita 572
4050-175 Porto, Portugal

The product is Customer's responsibility until it is received and confirmed by us. We are not responsible for any deficiency arising from incorrect use, negligence or poor storage conditions.

Please note that we cannot guarantee or be held responsible for returns that are lost and do not reach to our address. These items cannot be refunded. We recommend you return the items using a trackable method of shipping.

For returns from outside the European Union, you must correctly complete a customs declaration stating that the package contains “returned items” or other similar indication. If your package is stopped in Portugal customs and a charge applied, we will refuse payment and the package will be returned to you. We will not pay any customs duty in order to receive back your items.

All returning costs will be Customer's responsibility and will not be refund. Except when there is our mistake in the sent items, a damaged or a defective item, in which we will assume all shipping and returning costs, provided that Customer informs us of the occurrence within 14 days of of the delivery date.

After the reception and return validation, Customer will be reimbursed for the amount of the purchase, deducted of any eventual costs and returning fees that will be Custumer's responsibility.

The refund will be made within 14 days to the original payment method, unless otherwise agreed.

In case of an exchange, as soon as the return is validated, we will process the new shipment.


DAMAGED PRODUCT

When you receive your order you must confirm that everything is in compliance. In case of any damage, you must return the order to the Carrier, duly justify the reason for the return on the delivery note and contact us through our email address shoponline@gotaagota.pt.

If you did not have the opportunity to confirm the items received upon delivery, you have up to 48 hours to contact us in order to find the most suitable solution. Keep the original packaging and items exactly as you found them so we can start the claim process with the Carrier.

Damaged product will be exchanged at no cost to the Customer.

See EXCHANGES AND RETURNS.


DEFECTIVE PRODUCT

In case any purchased item is defective, you can choose to exchange it for an equal item, an item of equal value or to return it. If you want to exchange for a higher value item, you will only pay the difference. The exchange value to be considered will always be the value that was paid for the defective item.

See EXCHANGES AND RETURNS.


LOST ARTICLE

In case your order is lost, we will resend your items free of charge.

We will make all efforts to speed up the entire process in order to cause you as little damage as possible. However, we will always be dependent on Carriers and Insurers procedures.


AMENDMENT TO THE REFUND POLICY

We may update this Refund Policy at any time as a result of our update policy and in accordance with applicable law. We recommend that you periodically review this document to stay up to date.

Despite all our efforts, there may be typing errors or some missing information. For any questions concerning our Return Policy, please contact us using our Contact Form or the email address shoponline@gotaagota.pt.


Refund Policy revised and updated November 19, 2021