Refund policy

RETURNS AND REFUNDS POLICY

1. Scope
This Policy applies to purchases made by consumers through the Cave Tirsense online store. Purchases made by professional customers, companies or other entities in connection with their commercial or professional activity are governed by the agreed commercial terms and do not benefit from the consumer right of withdrawal, without prejudice to any mandatory rights that may apply.

2. Right of withdrawal
The consumer may withdraw from the contract, without giving any reason, within 14 consecutive days from the day on which the consumer, or a third party appointed by the consumer other than the carrier, acquires physical possession of the products.

To exercise this right, the consumer must communicate their decision before the expiry of the withdrawal period by emailing geral@cavetirsense.com or by sending a letter to:

CT TIRSENSE - VINHOS, LDA
Rua Dr. Raúl Augusto Castro Fernandes 17
4780-712 Santo Tirso
Portugal

The communication must identify the person who placed the order, the order number, the products to be returned and include an unequivocal statement of the decision to withdraw from the contract.

3. Return of products
After communicating the decision to withdraw, the consumer has 14 days to return the products.

The products must be returned:

• properly packaged and protected for transport;
• with the bottles, labels, capsules, seals, boxes and all other original components in good condition;
• without having been consumed, altered or damaged through handling beyond what is necessary to establish their nature and characteristics.

Opening a bottle, breaking its seal or capsule, or partially consuming the product generally exceeds the handling necessary to establish its nature and characteristics and may result in a reduction of the refund corresponding to the depreciation of the product. This reduction may amount to the full value of the product where it can no longer be sold.

4. Return costs
Unless the return results from a damaged, incorrect or non-conforming product, the direct costs of returning the products shall be borne by the consumer.

Returns sent cash on delivery or without prior notice will not be accepted.

5. Refunds
The refund will be made using the same payment method used for the purchase, unless otherwise expressly agreed, and will include the amounts paid for the products and, where legally applicable, the cost of the standard delivery method offered by Cave Tirsense.

The refund will be issued within the maximum statutory period of 14 days following notification of the decision to withdraw. Cave Tirsense may withhold the refund until it has received the returned products or until the consumer provides evidence that the products have been sent back, whichever occurs first.

Any additional costs resulting from the consumer’s choice of a delivery method that is more expensive than the standard delivery method offered are not refundable.

6. Damaged, incorrect or non-conforming products
The customer must inspect the order upon delivery. Where there are visible signs of breakage, leakage or damage to the packaging, the customer should, whenever possible, report the issue to the carrier and photograph the packaging before opening it.

Any damaged, incorrect or non-conforming product must be reported to geral@cavetirsense.com, stating the order number and including photographs of the product, the outer packaging, the shipping label and the damage identified.

We recommend reporting transport damage within the first 48 hours to facilitate the claim with the carrier. This period does not limit the consumer’s statutory rights.

Where the claim is confirmed, Cave Tirsense will bear the collection costs and, as legally applicable, provide a replacement, price reduction or refund.

7. Suspected wine defect
Where a wine is suspected of being defective, including cork taint, the customer must retain the bottle, the remaining contents, the cork and proof of purchase, and contact us as soon as possible.

The matter will be assessed and, where the defect is confirmed, an appropriate solution will be offered, including replacement or refund.

8. Statutory guarantee of conformity
Products sold to consumers benefit from the statutory guarantee of conformity applicable in Portugal. This Policy does not limit any mandatory consumer rights.

9. Model withdrawal form
The consumer may use the following wording, although this is not mandatory:

To CT TIRSENSE - VINHOS, LDA,

I hereby give notice that I withdraw from the contract relating to the purchase of the following products: [specify products].

Order number: [specify].
Order placed on: [date].
Order received on: [date].
Consumer’s name: [name].
Consumer’s address: [address].
Date: [date].
Consumer’s signature: [only if sent on paper].