Refund Policy

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

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

Returns made without a 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 proof 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, nº2A
7960-453 Vila de Frades
Vidigueira, Portugal

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

  • Name
  • order number
  • proof of purchase
  • Video or photo of the defective product (if applicable)
  • Delivery address
  • Email or phone number

6.2. Return Service

SOLTALECRIM is not responsible for damaged or lost products in 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 cost of this return will be borne by SOLTALECRIM, for a maximum period of 14 days, and if the item is in perfect condition, otherwise the return costs will be borne by the customer, unless the item is wrong. .

If you find a 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 under the same conditions in which it was sold, to the following address:

Rua Nova dos Capuchos, nº2A
7960-453 Vila de Frades
Vidigueira, Portugal

It is requested to send an email justifying the respective return to . Shipping costs are the responsibility of Soltalecrim, if they are returned within a maximum period of 14 days, and without changes to their initial state of delivery.

Consult the return price list, in case the customer returns the item(s).

6.3. Reimbursement

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

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

6.4. Cancel or change orders

To maintain a quick response in processing and shipping orders, once an order is placed, it cannot be canceled or changed. However, send us an email to .


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 to process orders and so that we can contact the User if necessary.

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.

Consult ou Privacy Policy

7.2. Use and Security of Personal Data

The user, when making his online purchase, expressly guarantees to SOLTALECRIM his consent to use his personal data and address, as well as data related to his purchases and payment methods. This data will be stored and processed by computer, and may be used for communication purposes that reinforce and customize 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 all information is confidential and used only by SOLTALECRIM, except in situations that derive from legal imperatives.

All information provided during the purchase process will be used to:

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

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

8. General information about the website and Copyright

All contents on the site are the property of SOLTALECRIM and may not, under any circumstances, be reproduced, transferred, distributed or stored without prior written authorization.

The photos presented for each product may not faithfully represent its reality in terms of colors, shapes or details.

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

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

Right to terminate 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 a period of 14 days counting from: b) 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) 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) 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 element, in the case of delivery of a good consisting of several batches or elements; iii) The day on which the consumer or a third party, indicated 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, paragraph 3 – “The supplier of the good is not obliged to reimburse the additional delivery costs when the consumer expressly requests a different and more expensive delivery method than the commonly accepted and less expensive method proposed by the supplier of the good ”.

Obligations of the consumer arising from the free resolution:

Article 13 - 2 – It is up to the consumer to bear the cost of returning the good, 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 a duty to pay the return costs”.

Access the Free Resolution Form Template here

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.
NIPC: 510847153
Rua Nova dos Capuchos, 2A
7960 – 453 Vila de Frades, Beja - Portugal
Phone: +351 284 085 846 (Call to national fixed network)