Refund and Returns Policy

REFUND AND RETURNS POLICY

1. Overview
This Refund and Returns Policy applies to all purchases made from RUI G GONÇALVES PELLETS UNIPESSOAL, LDA (hereinafter referred to as “the Company”). By placing an order, you agree to the terms outlined below.

2. Right of Withdrawal (Consumers in the EU)
In accordance with applicable consumer protection laws, private customers may have the right to withdraw from a purchase within 14 days of receiving the goods, without providing a reason.

To exercise this right:

  • The customer must notify the Company in writing (email or message) within 14 days of delivery.
  • The goods must be returned within 14 days after notification.

Conditions:

  • Products must be unused, unopened, and in their original packaging.
  • The customer is responsible for return shipping costs unless otherwise agreed.
  • Refunds will exclude any delivery charges unless required by law.

3. Damaged or Defective Products
Customers must inspect goods upon delivery.

If products are:

  • Damaged
  • Defective
  • Incorrect

The customer must notify the Company within 48 hours of delivery, providing:

  • Description of the issue
  • Photographic evidence (if applicable)

The Company will:

  • Offer a replacement, or
  • Issue a full or partial refund, depending on the situation

4. Non-Returnable Items
The following items cannot be returned:

  • Opened or used products
  • Goods not in original condition
  • Products damaged due to improper handling or storage after delivery

5. Return Process
To initiate a return, contact:
Email: info@goncalvespelletslda.com
Phone / WhatsApp: +351 926 278 381

Include:

  • Order details
  • Reason for return
  • Supporting evidence (if applicable)

Returns must be approved by the Company before sending any goods back.

6. Refunds

  • Refunds are processed after inspection of returned goods.
  • Approved refunds will be issued within 7–14 business days.
  • Refunds will be made using the original payment method where possible.

7. Delivery Issues
The Company is not responsible for:

  • Delays caused by shipping carriers
  • Failed deliveries due to incorrect address information provided by the customer

Additional delivery charges may apply for re-delivery.

8. Contact Information
For any questions regarding returns or refunds, please contact:
Email: info@goncalvespelletslda.com
Phone / WhatsApp: +351 926 278 381

Effective Date: 10/01/2026