Refund policy

RETURN & REFUND POLICY
Kitchenware E-Commerce Store — EU & Portugal Compliant Policy

Company: CETACEANWATCHING, LDA Website: w185br-hv.myshopify.com
Address: AVENIDA PADRE NUNES DA ROSA
9950-302 MADALENA (PICO),
PORTUGAL

Support
Email:

DgardoOdriguez7798@outlook.sk

Thank you for shopping with us! We specialize in high-quality kitchen tools and accessories, including cheese
graters, garlic presses, kitchen shears, vegetable peelers, and other cooking essentials. Customer
satisfaction is our top priority. In full compliance with Portuguese Consumer Law (Decreto-Lei n.o 24/2014)
and European Union Consumer Rights Directives, we offer a transparent, fair, and straightforward return and
refund policy.

1. Right of Withdrawal / 14-Day Cooling-off Period
As a consumer located in the European Union, you have the statutory right to withdraw from your purchase within
14 days without giving any reason.
Period Window: The withdrawal period expires 14 calendar days from the day on which you (or a third party
indicated by you) receive physical possession of the goods.
Notification: To exercise your right to cancel, you must inform us of your decision via a clear statement sent by
email to DgardoOdriguez7798@outlook.sk prior to the expiration of the 14-day window.
2. Return Conditions & Item Eligibility
Due to the nature of kitchenware products (which come into direct contact with food), strict hygiene and safety
standards apply under EU consumer regulations:
Unused Condition: Items must be unused, unwashed, clean, and in the exact condition you received them.
Products with signs of food contact, washing, or wear cannot be accepted for health and safety reasons.
Original Packaging: All items must be returned in their original packaging, including original tags, protective
covers, blades guards, user manuals, and accessories.
Proof of Purchase: A receipt, order confirmation email, or order number is required to complete your return.

Hygiene & Safety Notice for Kitchenware
Graters, garlic presses, kitchen scissors, and peelers that have been used, washed, or altered cannot be returned
under the 14-day cooling-off period unless they are confirmed to be defective or damaged upon arrival.

3. Return Process — Step by Step

4. Damaged, Defective, or Incorrect Items
We inspect all kitchen tools prior to dispatch. However, if your order arrives damaged, defective, or incorrect, please
notify us immediately upon receipt:
Contact us within 48 hours of delivery at DgardoOdriguez7798@outlook.sk.
Include your order number along with clear photos or short videos showing the damage or defect.
If confirmed, we will issue a full refund or send a replacement free of charge, including covering all associated
return or replacement shipping costs.
5. Return Shipping Costs
Voluntary Returns / Change of Mind: You (the customer) will be responsible for paying the direct shipping
costs for returning your item(s). Shipping costs are non-refundable.
Defective / Incorrect Goods: If the return is due to our error or a manufacturing defect,
CETACEANWATCHING, LDA will bear all return shipping costs or provide a prepaid return label.
6. Refunds & Processing Timeline
Inspection: Once your return is received and inspected, we will send an email notifying you of the approval or
rejection of your refund.
Refund Method: Approved refunds will be automatically credited to your original payment method within 5 to 10
business days.
Deductions: If the returned goods show signs of diminished value resulting from handling beyond what is
necessary to establish their nature and function, a partial deduction may apply.
7. Non-Returnable Items
The following items are excluded from returns:
Gift cards / Promotional vouchers.
Items marked as Final Sale or Clearance (unless defective).
Contact Customer Support: Send an email to DgardoOdriguez7798@outlook.sk stating your Order
Number, item(s) you wish to return, and the reason for return.
1

Receive Authorization & Instructions: Our support team will review your request within 24–48 hours and
provide you with return authorization and the designated return address details.
2

Pack Your Items Safely: Pack the items securely in their original packaging. Sharp items like kitchen shears
or cheese graters must be safely wrapped to prevent injury to postal handlers.
3

Ship the Package: Mail your package using a trackable shipping service. Retain your shipping receipt and
tracking number for verification.
4

Kitchenware that shows clear signs of prior food preparation or washing.
8. Contact Information
For any questions regarding returns, refunds, or product care, please contact our administrative team:

CETACEANWATCHING, LDA
AVENIDA PADRE NUNES DA ROSA 9950-302 MADALENA (PICO), PORTUGAL
Store URL: w185br-hv.myshopify.com
Customer Support Email: DgardoOdriguez7798@outlook.sk