Refund policy
At Farol Pastorinhos , we aim to guarantee the satisfaction of our customers. If you need to return a product or request a refund, the following conditions apply.
1. Right of Free Resolution
Under Decree-Law No. 24/2014 of February 14 , the consumer has the right to terminate a distance purchase contract, without having to give any reason, within 14 calendar days from the date on which they acquire physical possession of the goods.
To exercise this right, you must communicate your decision via the following email address:
In your communication, you should indicate:
- Full name;
- Order number;
- Products you wish to return.
After communicating the decision to terminate the contract, the consumer has 14 calendar days to return the products.
2. Return Conditions
Returned products must meet the following conditions:
- To be in good condition;
- They must not show signs of use beyond what is necessary to verify their nature, characteristics, and functioning;
- They should be returned, whenever possible, in the original packaging;
- Include all accessories, manuals, or other items supplied with the product.
Farol Pastorinhos reserves the right to refuse returns that do not meet these conditions or to apply the depreciation stipulated by law, if the product shows signs of excessive use.
3. Return Costs
When a return results from exercising the right of withdrawal (change of mind by the customer), the costs of returning the products are the responsibility of the customer .
When the return results from:
- defective product;
- Product damaged during shipping;
- Incorrect product sent by Farol Pastorinhos;
- Non-conformity covered by the legal warranty;
All return and any reshipment costs will be covered by Farol Pastorinhos , at no cost to the customer.
4. Products Excluded from the Right of Return
Under applicable law, the right of withdrawal does not apply to, among others, the following products:
- Customized products or products manufactured according to customer specifications;
- Sealed products that, for health or hygiene reasons, cannot be returned after opening;
- Products that, by their nature, cannot be returned or whose return is legally excluded.
5. Damaged or Defective Products
If you receive a damaged, defective, or different product than ordered, you must contact Farol Pastorinhos within 48 hours of receiving your order at the following address:
Whenever possible, photographs of the product and packaging should be sent to facilitate the analysis of the incident.
After verifying the situation, Farol Pastorinhos will proceed, as applicable, with product replacement, repair, or refund.
6. Refunds
After receiving the returned products, or proof of their shipment, Farol Pastorinhos will proceed with the analysis of the return.
The refund will be made within a maximum of 14 days from the date on which Farol Pastorinhos is informed of the decision to terminate the contract, and may, under the law, withhold the refund until it receives the returned goods or until the consumer provides proof of shipment, whichever occurs first.
The refund will be made using the same payment method used for the purchase, unless expressly agreed otherwise.
Where applicable, the initial delivery costs corresponding to the standard shipping method provided by Farol Pastorinhos will also be refunded.
7. Legal Guarantee
All products sold by Farol Pastorinhos benefit from the legal guarantee provided for in Decree-Law No. 84/2021 , relating to the lack of conformity of goods.
If the product has any defects or non-conformity, the customer must contact us at store@faroldospastorinhos.pt , indicating the order number and describing the problem.
8. How to Make a Return
- Contact Farol Pastorinhos via email at store@faroldospastorinhos.pt .
- Please indicate the order number and the products you wish to return.
- Please wait for return instructions.
- Pack the products carefully.
- Send it to the address that will be provided.
- After receiving and verifying the items, the refund or replacement will be processed, as applicable.
9. Contacts
Pastorinhos Lighthouse
Pedro André Duarte Vieira (Sole Proprietor)
CPF: 251 499 324
Household:
Santa Ana Street, No. 3
2495-425 Fatima
Portugal
Email: store@faroldospastorinhos.pt