Return & Refund Policy

At Só Verde, Unipessoal Lda (NIF: 518960366), your satisfaction is our priority. This policy has been drafted in compliance with Decree-Law No. 24/2014 (transposing EU Directive 2011/83/EU on consumer rights) and Decree-Law No. 84/2021 (transposing EU Directive 2019/771/EU on the sale of goods), applicable in Portugal and across the European Union.

1. Right of Withdrawal (Cooling-Off Period)

Under Article 10 of Decree-Law No. 24/2014, you have the right to withdraw from your purchase without giving any reason within 14 calendar days from the day you physically receive the goods.

To exercise your right of withdrawal, please notify us before the 14-day period expires via:

  • Email: ola@soverde.pt
  • Phone: +351 934 852 956
  • Contact form: available on our website www.soverde.pt

2. Return Conditions

To be eligible for a return, items must be sent back within 14 days of notifying us and must meet the following conditions:

  • Unused and in the same condition as received;
  • Free from damage or signs of use beyond what is necessary to assess the goods;
  • In original packaging where possible;
  • Accompanied by proof of purchase (invoice or receipt).

Exceptions to the right of withdrawal (Article 17 of Decree-Law No. 24/2014):

  • Goods that are likely to deteriorate or expire rapidly;
  • Sealed goods not suitable for return due to hygiene reasons and unsealed after delivery;
  • Goods which, after delivery, are inseparably mixed with other items by their nature.

3. Defective or Non-Conforming Products

Under Decree-Law No. 84/2021, consumers are entitled to a legal guarantee of conformity of 3 years for new goods purchased from 1 January 2022 onwards. Non-conformities appearing within the first 30 days are presumed to have existed at the time of delivery.

If you receive a defective product, you are entitled to repair, replacement, price reduction, or a full refund. Please contact us at ola@soverde.pt or call +351 934 852 956 with your order number and photos of the issue.

4. Return Process

  1. Contact us at ola@soverde.pt or +351 934 852 956 within the applicable deadline;
  2. Wait for our confirmation and shipping instructions;
  3. Send the product to the address we provide (return shipping costs are the customer's responsibility, except in cases of defective products or our error);
  4. Once we receive and inspect the item, we will process your refund or exchange.

5. Refunds

Refunds will be issued within 14 days of receiving your withdrawal notice, using the same payment method as the original purchase. We may withhold the refund until we receive the goods or evidence of their return shipment.

6. Exchanges

We accept exchanges within the 14-day withdrawal period, subject to stock availability. Follow the same return process and indicate the replacement product you would like.

7. Dispute Resolution

For any questions, contact us at ola@soverde.pt or +351 934 852 956.

In the event of a dispute, consumers may use the following ADR entities:

Last updated: June 2026