Cave Lusa recognizes all its customers’ right to withdraw from contracts entered into with the company, allowing them to return products within 30 (thirty) days, in accordance with Portuguese Decree-Law No. 109-G/2021 and Portuguese Decree-Law No. 84/2021, of December 10, 2021.
- For exchanges or returns, customers are requested to contact Cave Lusa via the form available on the homepage. The form must be completed according to the required fields, taking into account the conditions described below.
- To return an order, the product must be in perfect condition, and if applicable, in its original packaging, with all accessories or promotional offers included, and accompanied by the respective invoice.
- The return of defective products and incorrect shipments will be accepted, with Cave Lusa assuming the shipping and collection costs, provided the customer notifies the company of this circumstance within 30 (thirty) days from the date of receipt of the order.
- Once the merchandise is received at our facilities and its condition has been validated, we will refund the amount using the same payment method used by the customer or another solution previously agreed upon with them.
- Cave Lusa assumes responsibility for defects in the origin or raw materials of the purchased product. If confirmed, the product will be exchanged or refunded at no cost to the customer.
- Cave Lusa will not accept the return of a product that has been used or if it has been altered or modified.
- Cave Lusa is not responsible for deformations resulting from improper use, negligence, or poor storage conditions.
