Refund policy
Returns Policy and Right of Withdrawal
Right of withdrawal (14 days)
If you are a consumer, you have the right to withdraw from the purchase contract within 14 days, without giving any reason, under Portuguese Decree-Law No. 24/2014 of 14 February. The period runs from the day on which you (or a third party indicated by you) acquire physical possession of the goods; where several goods ordered together are delivered separately, from the receipt of the last item.
How to exercise it
To exercise this right, you may: (i) use the contract withdrawal form available on our website, at www.microgreens.pt/en/pages/eu-formulario-resolucao, indicating your order number and the email used for the purchase; or (ii) communicate your decision by an unequivocal statement, by email to encomendas@microgreens.pt. The withdrawal may cover all or only part of the items in the order. After receiving your request, we send you a confirmation by email.
Products excluded from the right of withdrawal
Under Article 17 of Decree-Law No. 24/2014, the following do not confer a right of withdrawal:
- Perishable goods or goods that deteriorate rapidly — namely microgreens, fresh edible flowers and leaves, fresh algae and halophytes, and fresh branches;
- Sealed food products that, for health or hygiene reasons, cannot be returned once the packaging has been opened or the security seal broken — namely sauces, pastes, powders, freeze-dried and dehydrated products, once opened after delivery.
As long as they remain sealed and intact, these food products may be returned within the period.
Returning the goods
If you exercise the right of withdrawal, you must return the goods within 14 days of the communication. The direct cost of return is the customer's responsibility. The goods must be returned in their original condition; the customer is liable for any diminished value resulting from handling beyond what is necessary to establish the nature and characteristics of the product.
Refund
We refund the value of the returned items and the original delivery costs (corresponding to the least expensive standard delivery option), within 14 days of the date on which we are informed of the decision. We may withhold the refund until we receive the goods back or until the customer provides proof of having sent them, whichever occurs first. The refund is made using the same means of payment used for the purchase.
Defective goods or goods damaged in transit
All products must be examined by the customer immediately upon receipt. If the shipping packaging is damaged or sealed with carrier tape, the delivery note must be signed with the note “Damaged box” or “Sealed with carrier tape” and, if possible, a photograph showing the damage should be taken so that the insurance can be activated. In the event of any imperfection or damage, the customer must contact Microgreens immediately, and we will resolve the situation quickly. These rights for lack of conformity are independent of the right of withdrawal described above.
Absence at the delivery address
If no one is present at the delivery address, the address is wrong or incomplete, or there is no response to our contact, the goods return to the carrier's premises and the customer is subsequently contacted to schedule a new delivery. In this case, for perishable products, the customer loses the possibility of claiming for changes in organoleptic characteristics, since the delivery time exceeds that foreseen and guaranteed by Microgreens and the carrier.
Price errors
Microgreens declines responsibility for any errors published on the website due to technical anomalies. Any price error is detected when processing the order and the customer is contacted: if the actual price is lower, the difference is refunded; if it is higher, the customer may accept or cancel the order.