Refund policy

Returns and Refunds Policy

Apart from the statutory right of withdrawal described below, we do not accept returns or exchanges, except where an order is damaged, incorrect or faulty.

Right of withdrawal (14 days)
If you are a consumer, you have the statutory right to withdraw from your purchase, without giving any reason, within 14 calendar days of receiving your order. To exercise it, contact us in writing before the deadline at geral@sommconcierge.com, stating your order number. You may use the withdrawal form available on our website, but this is not mandatory.

Please contact us before sending a return so that we can tell you how to proceed. Bottles must be returned unopened and sealed, preferably in their original packaging, to Rua Dom Gaspar Leão, Lote 7A, R/C-F, 8600-721 Lagos, Portugal, within 14 days of your notice. If the product has lost value because it was handled beyond what was necessary, we may deduct that amount from the refund.

Return costs
If you withdraw from your purchase, the cost of shipping the return is paid by the customer. We recommend using a tracked service and keeping proof of postage. If the return is due to a damaged, incorrect or faulty order, we cover the costs (see "Damage and issues").

Items that cannot be returned
Opened or partly consumed bottles, for health protection and hygiene reasons. Wine tastings and private events booked for a specific date are also not subject to the right of withdrawal. Consulting can be cancelled within 14 days, and if the service has already started at your request, you pay an amount proportional to what has been provided.

Damage and issues
Please inspect your order as soon as you receive it. If the box shows signs of damage, tell the courier at the time of delivery. If any bottles are broken, leaking or faulty, or you received a different product from the one ordered, contact us as soon as possible, preferably within 48 hours, with photos of the box and the bottles. In these cases, we will replace or refund the items at no shipping cost to you. This does not affect your statutory rights, including the 3-year legal guarantee.

Refunds
We refund the amount paid, including standard outbound shipping, using the original payment method, within 14 days of your notice of withdrawal at the latest. We may wait until we receive the products, or proof that you have sent them, before refunding. We do not refund the cost of shipping the return, except for damaged, incorrect or faulty orders. Your bank or card provider may take some time to show the refund.

Contact
geral@sommconcierge.com