Refund Policy

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6. RETURNS AND REFUNDS

Not satisfied with your product?

If you are not completely satisfied with your purchase, you can return the products in their original condition within 14 days of receiving your purchase.

6.1. Conditions

Only products purchased directly from the shop.melmequer.com online store will be accepted. For products purchased from authorized resellers, please contact them directly for returns. All products must be returned in the original packaging.

Products are not eligible for a return, products purchased from resellers and products damaged through customer mishandling.

Returns made without receipt may be rejected. SOLTALECRIM reserves the right to refuse any return.

In some cases, it may be necessary to include a video or photo of the defective product as evidence to refund or replace the product.

Please note that we may request that your order be delivered to our warehouse, located at:

Rua Nova dos Capuchos, nº 2A
7960-453 Vila de Frades
Vidigueira, Portugal

To start the return process, please contact our Customer Support. Include the following information:

  • Name
  • order number
  • proof of purchase
  • Defective product video or photo (if applicable)
  • Delivery address
  • Email or phone number

6.2. Return Service

SOLTALECRIM is not responsible for damaged or lost products during the return shipment, so we recommend a safe delivery service and real-time tracking.

All unwanted products after placing your order must be returned for a refund. Please note that the customer must pay the cost of this return unless the item is wrong.

If you find any defect in the product, you can return it within 14 days of receiving it. The product must be returned, obligatorily, in the original packaging and in the same conditions in which it was sold, to the following address:

Rua Nova dos Capuchos, nº 2A
7960-453 Vila de Frades
Vidigueira, Portugal

Please send an email justifying your return to geral@melmequer.com. Shipping is the customer's responsibility.

6.3. Reimbursement

Processed refunds are completed within 10 business days. Refunds will be issued based on your original payment method (PayPal, credit card, debit card, bank transfer etc.).

For product returns, a full refund will be credited for defective products. For non-defective products, refund excludes all shipping fees, including return fees.

6.4. Cancel or change orders

To maintain a quick response in processing and shipping orders, it cannot be cancelled or changed once an order is placed. However, send us an email at geral@melmequer.com.


7. PERSONAL DATA

7.1. Collection of Personal Data

The personal data collected during the purchase process on the website are strictly necessary for the User to be recognized, to be contacted and for us to provide personalized service. The data will be used for processing orders and for us to be able to contact the User in case of need.

Your personal data are extremely important, so SOLTALECRIM recognizes the importance of protecting them, whatever their nature. For this reason, we have developed a set of security measures aimed at protecting them.

See our privacy policy

7.2. Use and Security of Personal Data

The user, when making his purchase online, expressly guarantees SOLTALECRIM his consent to use his personal data and address, as well as data relating to his purchases and payment methods. These data will be stored and processed by computer and may be used for communication purposes that reinforce and personalize the offer of products, services, promotional or advertising campaigns or for processing orders. SOLTALECRIM guarantees its Users that it does not rent or sell their data to third parties, so that all information is confidential and used only by SOLTALECRIM, except in situations deriving from legal imperatives.

All information provided during the act of purchase will be used to:

- To process, complete the data and deliver your order, as well as to notify you of its status.

- Ensure that the Customer Support Service can contact you to provide answers to questions and situations of interest or to communicate new benefits or promotions.


8. General information about the website and Copyright

All content on the website is owned by SOLTALECRIM and cannot, under any circumstances, be reproduced, transferred, distributed or stored without prior written authorization.

The photos presented for each product may not fully represent your reality in terms of colours, shapes or details.

SOLTALECRIM does not assume any responsibility for the misuse of any product, nor for the consequences that may result.


9. Pre-contractual information provided for in article 4, nº 1, al. j) of Decree-Law No. 24/2014, of 14 February.

Right of free termination of the contract

Pursuant to the provisions of article 10 of the aforementioned diploma, "The consumer has the right to terminate the contract without incurring any costs, in addition to those established in paragraph 3 of article 12 and in article 13 when applicable, and without the need to indicate the reason, within 14 days from: b) From the day on which the consumer or a third party, with the exception of the carrier, indicated by the consumer, acquires physical possession of the goods, in the case of purchase and sale contracts; or, i) On the day on which the consumer or a third party, with the exception of the carrier, indicated by the consumer, acquires physical possession of the last good, in the case of several goods ordered by the consumer in a single order and delivered separately; ii) On the day on which the consumer or a third party, with the exception of the carrier, indicated by the consumer, acquires physical possession of the last batch or item, in the case of delivery of a good consisting of several batches or items; iii) From the day on which the consumer or a third party, appointed by him, other than the carrier, acquires physical possession of the first good, in the case of contracts for the periodic delivery of goods during a certain period”.

Obligations of the supplier of goods arising from the free resolution:

Article 12, nº 3 – “The supplier of the good is not obliged to reimburse the additional delivery costs when the consumer expressly requests a different and more costly method of delivery than the commonly accepted and less costly method proposed by the supplier of the good ”.

Consumer obligations arising from free termination:

Artº 13º - 2 – It is up to the consumer to bear the cost of returning the goods, except in the following cases: a) When the supplier agrees to bear this cost, or b) When the consumer has not been previously informed by the supplier of the good that he has the duty to pay the return costs”.


10. Entity and Contacts

Any request for clarification, suggestion or complaint must be addressed to the entity responsible for the management and marketing of the articles on this website:

Soltalecrim, Ltd.
VAT number: 510847153
Rua Nova dos Capuchos, 2A
7960 – 453 Vila de Frades, Beja - Portugal
Telephone: +351 284 085 846
Email: geral@melmequer.com