1. USER CONTACT
All contacts with the User will be made to the email address that the User entered during the purchase process. Unless otherwise indicated, orders will be sent to the address that the User entered during the purchase process. Therefore, the User must do everything possible to always keep their personal data up to date. If you do not receive the email confirming your purchase, we recommend checking your email SPAM folder.
2. PRICES
Except where expressly mentioned, the prices indicated on the website are in Euros and apply to a pre-defined territory that may correspond to the Country or Region that the User indicated at the time of registration. This price already includes VAT at the legal rate in force in Portugal on the day of purchase. SOLTALECRIM reserves the right to change the price of any product at any time and without prior notice, and cannot assume any differences that the User may claim as a result of this change. Except for any error resulting from the introduction of values on the website, which may be detected, the sale price of a product will be the unit price indicated at the time of registration of the purchase.
The price indicated for each item does not include the cost of transport and packaging. These costs will be indicated during the ordering process.
3. PAYMENT
The User can choose to pay by Bank Transfer, Multibanco, Credit Card and PayPal.
Bank transfer
Payment must be made to the account of Soltalecrim, Lda., CAIXA GERAL DE DEPÓSITOS, IBAN: PT50003503880000167413008.
ATM
The customer will receive via email and/or mobile phone the reference for payment at an ATM.
We request that proof of payment be sent to the email geral@melmequer.com , so that the process of sending the order can begin.
Credit Card and PayPal
The customer, after paying for his purchase via credit card or paypal, will receive confirmation of the respective payment via email.
We request that proof of payment be sent to the email geral@melmequer.com , so that the process of sending the order can begin.
Honey Factory Pickup
Deliveries of orders are made at SOLTALECRIM facilities in working hours, after confirmation by email that the order is ready to be picked up.
4. ORDER CONFIRMATION
All orders will be confirmed by SOLTALECRIM, with the sending of a second email that reflects any changes to the order, due to the lack of an item, and which will also inform how the User can proceed with the payment of the order.
After confirming the payment of the order, the respective digital invoice with digital signature is issued.
5. SHIPPING COSTS, ORDER RECEIPT AND DELIVERY TIME
Shipping costs are calculated automatically and will be borne by the User. This value can be changed without prior notice due to changes introduced in the services used by SOLTALECRIM, revision of price tables or error verified in the calculation of the same.
As soon as you receive the order, confirm the condition of the package, if the package is damaged, confirm its contents, in the presence of the courier. Do not sign the proof of delivery without first carrying out this check.
We only have a delivery service for mainland Portugal, Madeira, the Azores and some European countries. This service is external, selected by SOLTALECRIM to guarantee accuracy and quality. The estimated delivery time for mainland Portugal is 2 to 4 working days, Madeira and the Azores is 3 to 10 working days, and for some European countries it is 5 to 12 working days.
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 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 geral@melmequer.com . 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 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 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.
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)
Email: geral@melmequer.com