Returns Policy

1. Scope

This Policy sets out the return, exchange, and refund conditions applicable to purchases made on the O Mundo Encantado do Manelito website.

2. Product Nature

Products sold include:

  • Food products (gummies, sweets, and similar items)
  • Non-food products (e.g., clothing and other physical items)

Each category follows specific rules, as described below.

3. Food Products – Exclusion of the Right of Free Resolution

Pursuant to applicable law, specifically Decree-Law no. 24/2014, the right of free resolution does not apply to:

  • Perishable food products
  • Goods likely to deteriorate rapidly
  • Products that, for reasons of hygiene and food safety, cannot be returned after handling

Additionally:

  • All gummies are prepared and packaged after the order is placed
  • Food products cannot be reused or resold after leaving our control

👉 Therefore, returns or exchanges of food products are not accepted, except in the situations provided for in the next point.

4. Situations where Returns are Accepted (Food)

Returns or refunds may only be accepted in the following cases:

  • Proven manufacturing defect
  • Product damaged during transport
  • Shipping error (incorrect product)
  • Product expired at the time of receipt

The customer must report within a maximum of 24 hours after receipt, attaching photographic evidence.

5. Request Evaluation

For request analysis, the following may be requested:

  • Photographs of the product and packaging
  • Batch number and expiry date
  • Order details

The evaluation will be carried out in accordance with food safety standards and product integrity.

6. Ineligible Situations (Food)

Returns or refunds are not accepted in the following cases:

  • Change in texture, flavour, or colour due to improper storage
  • Products opened, consumed, or with violated packaging
  • Personal preference or change of taste
  • Complaints outside the 24-hour deadline

7. Non-Food Products (e.g., clothing)

For non-food products:

  • The customer can exercise the right of return within 14 days (for customers in the European Union)
  • The product must be:
    • Unused
    • In perfect condition
    • In its original packaging

Return costs are borne by the customer, unless due to a store error.

8. Refunds

Where applicable, refunds will be made by the same payment method, within a maximum of 14 days after approval.

No refunds will be made in the following cases:

  • Food products after preparation and packaging
  • Orders not delivered due to incorrect or incomplete address
  • Refusal to pay customs fees
  • Complaints outside the defined deadlines

Shipping costs are non-refundable, unless the error is attributable to the store.

9. Undelivered / Returned Orders

If the order is returned due to:

  • Incorrect or incomplete address
  • Failure to collect
  • Refusal of receipt

👉 The customer may request redelivery upon payment of new shipping costs.

The order will be kept for a maximum period of 30 days.
After this period, it will be considered abandoned, and there will be no right to a refund.

10. Communication Period

Any issues related to:

  • Damage
  • Defects
  • Missing products
  • Shipping errors

Must be reported within a maximum of:

  • 24 hours (food products)
  • 48 hours (non-food products)

11. Storage of Food Products

After delivery, the customer is responsible for storage.

Factors such as:

  • Heat
  • Humidity
  • Light exposure
  • Inadequate storage

Do not constitute grounds for return or refund.

12. Legal Compliance

Pursuant to Decree-Law no. 84/2021, the customer may be entitled to replacement or refund only in case of:

  • Defective product
  • Product unfit for consumption
  • Error attributable to the store

13. Policy Changes

This Policy may be updated at any time, with changes published on the website.

14. Contact

For return requests or complaints:
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