Refund policy

  1. A quick word before we start
    We want you to be completely happy with every order from Portuguesicis. This page explains
    when refunds apply and how we handle any issues, keeping everything transparent, fair, and in
    line with EU consumer rules.

  2. Fresh food means fresh rules
    Almost everything we sell is perishable, including cheeses, sauces, cured meats, sweets, and
    other gourmet treats. Because of that, EU and Portuguese law (Decreto-Lei 24/2014, Article 17)
    state that these items cannot be returned simply because you changed your mind. If something
    arrives damaged, spoiled, expired, or not what you ordered, we will make it right straight away.

  3. If something goes wrong
    If your order looks off, please contact us within 48 hours of delivery through our Contact Page.
    Please include:
    • Your order number
    • A short description of what happened
    • A few photos of the product and packaging (and the batch code if you see one)
    Once we confirm the issue, we will issue a refund or send a replacement using your original
    payment method. For health and safety reasons, please do not send food back. Dispose of it
    safely once we have verified the problem.
  4. About food and safety
    We cannot take back opened, perishable, or custom-prepared items, regardless of whether
    they are partially used. Gift cards and vouchers cannot be refunded either. We may ask for
    photos instead of returns to keep everything documented and safe.

  5. When returns actually apply
    If your order includes something non-food such as a gift item, accessory, or packaging product,
    and it arrives damaged or faulty, we might ask you to return it. We will make that simple by
    providing clear packing guidance or a prepaid return label if needed. Food products are never
    sent back. Your safety always comes first.

  6. How refunds work
    Once your claim is approved, we will process the refund within about seven days and let you
    know as soon as it is completed. The refund will go back to your original payment method.

  7. Need help?
    If you have any questions about an order or refund, please reach us through our Contact Page.
    We respond quickly and will make sure you are looked after.
    Effective Date: 21/10/2025