Food supplement · Not a medicine · Sold by DUARTE RAFAEL RATO LIMA, Elvas, Portugal

Return & Refund Policy

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DUARTE RAFAEL RATO LIMA aims to make returns straightforward. This policy sets out your rights under the Consumer Contracts Regulations 2013 and our own voluntary commitments.

1. Your Right to Withdraw (14 Days)

You have 14 calendar days from the date you receive your order to withdraw from the contract, without giving any reason. This right applies under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Important exception: For food supplements, the right of withdrawal does not apply once the hygiene seal on the packaging has been broken. This is a lawful exception under Regulation 28(3) of the Consumer Contracts Regulations 2013 (goods that are not suitable for return for hygiene reasons after unsealing). If your product arrives with the seal already broken, contact us immediately.

2. Conditions for Return

  • The product must be returned in its original, unopened condition with the hygiene seal intact.
  • You must notify us of your intention to return within the 14-day withdrawal period.
  • The product must be returned within 14 days of notifying us.

3. How to Initiate a Return

  1. Email us at [email protected] with your name, order reference, and reason for return.
  2. We will reply within 2 working days with a return address and instructions.
  3. Package the product securely and send it to the address provided.

4. Return Delivery Costs

Unless the product is faulty or was delivered in error, return delivery costs are the responsibility of the customer. We recommend using a tracked postal service as we cannot accept liability for items lost in return transit.

5. Refunds

Upon receipt and inspection of the returned product, we will process your refund within 14 calendar days. As the original purchase was made on delivery (cash or card to courier), refunds will be made by bank transfer or cheque as agreed. We will contact you to arrange this.

6. Cancellation Before Dispatch

You may cancel your order at any time before it is dispatched - free of charge. Contact us during the telephone confirmation call or email us at [email protected]. If your parcel has already been dispatched, you may refuse it at the door and no payment will be taken.

7. Refusing Delivery (COD Orders)

Because payment is collected on delivery, you are never obligated to accept a parcel. If you choose not to accept delivery, the parcel is returned to us at no cost to you and the order is automatically cancelled.

8. Faulty or Damaged Products

If your product arrives damaged or faulty, contact us within 48 hours of receipt with a description and photo. We will arrange a replacement or full refund at our cost, including return postage.

9. Contact

DUARTE RAFAEL RATO LIMA · Lg. de Machado, nº 8, Elvas, 5310-232, Portugal
Email: [email protected] · Tel: +44 20 3948 7261 · Mon-Fri 9:00-17:00