Returns and Refunds

1) Responsibilities

1.1 All products and services sold on the Online Store are in accordance with Portuguese law.

1.1.2 All Tradição Natural products are duly registered with Infarmed and CPNP, in accordance with European Regulation (EC) No. 1223/2009.

1.2 The Store has adequate levels of security, however Tradição Natural will not be responsible for any damage suffered by the User and/or by third parties, due to delays, interruptions, errors and suspensions of communications that originate from factors beyond its control , namely, any deficiencies or failures caused by the communications network or communications services provided by third parties. If, for any reason due to an error in accessing the website of the Tradiçã Online Store, it is impossible to provide the service, Tradição Natural will not be responsible for any damages.

1.3 The queries of data and information carried out within the scope of this Service are presumed to be carried out by the User, and Tradição Natural declines any responsibility resulting from the abusive or fraudulent use of the information obtained.

1.4 Tradição Natural will not be responsible for any loss or damage caused by abusive use of the Service that is not directly attributable to it as a result of fraud or serious negligence.

1.5 Tradição Natural is not responsible for losses or damages resulting from non-compliance or defective performance of the Service when this is not directly or indirectly attributable to it by way of fraud or serious negligence, not being responsible in particular for (i) errors, omissions or other inaccuracies relating to information made available through the Service; (ii) damage caused by the fault of the User or third parties, including violations of intellectual property, (iii) non-compliance or defective compliance resulting from compliance with judicial decisions or administrative authorities or (iv) non-compliance or defective compliance resulting from the occurrence of force majeure situations, that is, situations of an extraordinary or unpredictable nature, outside the Natural Tradition and which cannot be controlled by it, such as fires, power cuts, explosions, wars, riots, civil insurrections, government decisions , strikes, earthquakes, floods or other natural cataclysms or other situations not controllable by the Natural Tradition that prevent or jeopardize the fulfillment of the assumed obligations.


2) Cancellation of orders

2.1 At the request of the User

The User may cancel his order by requesting it to Tradição Natural through the telephone number or e-mail referring the order number, which will be accepted as long as it has not yet been processed. After processing, Tradição Natural will try to deliver it, but the User has the option of not accepting it.

For the purpose of cancellation, the User must indicate the following data to Tradição Natural

a) Order number
b) NIF with which you placed the order and delivery address

2.2 By decision of the Natural Tradition

Tradição Natural reserves the right not to process orders when it verifies any inconsistency in the personal data presented or observes misconduct on the part of the buyer. Tradição Natural reserves the right not to process any order or reimbursement, in the event of errors in the values and/or characteristics of the products, when these result from technical problems or errors unrelated to Tradição Natural.


3) Return (Right of Termination)

3.1. The customer has the right to terminate the contract, without having to state any reason, within a period of 14 days from the day on which the customer or a third party indicated by him, other than the carrier, acquires physical possession of the goods ( or the last good, in the case of several goods ordered by the customer in a single order and delivered separately).

The customer can exercise his right of free withdrawal through any unequivocal statement of termination, communicated by any means susceptible of proof.

The package must be returned complete, as it was delivered and accompanied by all the documentation received, namely the following documents: sales invoice.

For this purpose, the customer must inform us of his decision to terminate the contract by means of an unequivocal statement, in his own words, by letter sent by registered post or by email, to one of the following addresses:

Travessa do Fujacal nº8 Esporões | 4705-475 Braga | Portugal


The respective shipping costs will be your responsibility.

3.2. Upon receipt of the return at Tradição Natural, the User will be refunded the amount corresponding to the amount paid for the order (sales invoice amount). If you have used a promotional discount code, this amount will not be refunded, that is, the refund will only be for the amount actually paid.

3.3. The refund method for the amount to be returned depends on the payment method used in the respective order. In the case of credit card and PayPal payments, these are credited to the respective accounts. In other cases, when NIB information is provided, the refund is made to the indicated bank account. Otherwise, the refund is made by check to the billing address. The refund is made up to 14 days after receipt of the will of free resolution and receipt of the return of the good.

3.4. In the absence of any of the components of the item sold or, if any of them are not in excellent condition, there will be no refund of the price or postage, and the product will be sent back to the initial shipping address.


4) Damaged items

4.1. In the event of a “manufacturing defect”, that is, when faults are detected in the equipment that, in principle, do not fall within the scope of the respective guarantee, the User must return the equipment, together with a copy of the invoice and the “Order request” form. Exchange / Return of Equipment” completed, within a maximum period of 30 consecutive days from the date of the invoice, to the following address:

Travessa do Fujacal nº8 Esporões | 4705-475 Braga | Portugal

The respective shipping costs will be your responsibility.

4.1.2. In the event that the shipping package is damaged, you must check its contents at the time of delivery and immediately file a claim with the carrier, then contact our Customer Support.
You must also contact us if you have received a package in good condition, but the items are still damaged.

4.2. In order for the product to be exchanged, you must ensure that the packaging is complete (box, instruction manual, warranty certificate, terminal and accessories) containing all components that constitute it, in excellent condition.

4.3. In the absence of any of the elements mentioned above, or if any of the components are not in excellent condition, no exchange will take place, and the product will be sent back to the User.