Refund policy
Returns and Refunds Policy — VYNALTO
At VYNALTO, we are committed to providing a safe and transparent shopping experience, ensuring that every wine is carefully selected, packaged and dispatched.
This policy governs returns, cancellations and refunds for orders placed through our online store, without prejudice to consumers' statutory rights.
1. Right of Withdrawal — 14 Days
In accordance with Portuguese Decree-Law No. 24/2014 of 14 February, as amended, consumers generally have the right to withdraw from a distance purchase within 14 calendar days, without providing any reason.
The withdrawal period begins on the day following receipt of the order by the consumer or a third party designated by the consumer, other than the carrier.
To exercise this right, you must communicate your decision by email to:
Your communication must identify the order and clearly express your intention to withdraw from the purchase.
2. Return Conditions
Products must be stored and returned in appropriate condition, taking into account the nature and characteristics of the wines we sell.
We recommend that:
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Bottles are securely packaged and adequately protected.
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Products are not exposed to extreme temperatures or unsuitable storage conditions.
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Packaging specifically designed for transporting glass bottles is used.
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Original wooden cases and other special packaging are preserved whenever possible.
Consumers may be held responsible for any reduction in the value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
The absence of original packaging does not, in itself, result in the loss of the right of withdrawal.
3. Return Procedure
To request a return:
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Send an email to vynaltowines@gmail.com.
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Provide your order number and identify the products you wish to return.
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Specify the reason for contacting us, distinguishing between withdrawal from the purchase and a complaint regarding a potential lack of conformity.
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Return the products in accordance with the applicable legal requirements.
When exercising the right of withdrawal, products must be dispatched within 14 days of communicating your decision to withdraw, unless VYNALTO offers to collect them.
Return Address:
VYNALTO — CT Tirsense Vinhos Lda
Rua Dr. Raúl Augusto Castro Fernandes, 17
4780-712 Santo Tirso
Portugal
4. Return Shipping and Responsibility
For returns made under the right of withdrawal, where there is no defect or error attributable to VYNALTO, return shipping is the customer's responsibility.
In such cases:
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The customer is responsible for arranging and paying for return shipping.
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The customer must ensure that bottles and cases are properly packaged and protected.
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VYNALTO does not automatically provide a free collection service.
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VYNALTO is not responsible for loss, misplacement, delays or damage occurring during return transport independently arranged by the customer, except where otherwise required by law.
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We recommend using a carrier experienced in transporting fragile goods, preferably with tracking and insurance coverage.
Customers must ensure that products are returned to the address indicated above and retain proof of dispatch.
This provision does not affect consumers' statutory rights in cases involving incorrect, damaged or non-conforming products, nor does it apply where responsibility for return shipping legally rests with VYNALTO.
5. Refunds
Where the right of withdrawal is validly exercised, refunds will be issued within a maximum of 14 days from the date on which the withdrawal decision is communicated.
VYNALTO may withhold the refund until the returned products have been received or the consumer provides evidence of having sent them back, whichever occurs first, unless VYNALTO has offered to collect the products.
Refunds will be made using the same payment method used for the original purchase, unless expressly agreed otherwise, and without any additional charges to the consumer.
Where required by law, refunds will include the cost of the least expensive standard delivery option offered by VYNALTO.
Additional costs arising from the selection of a more expensive delivery method will not be refunded where permitted by law.
6. Damaged Products or Incorrect Orders
If you receive broken bottles, incorrect products, damaged packaging or discover that items are missing from your order, please contact VYNALTO at:
To help us resolve the issue efficiently, we recommend providing photographs of the packaging and affected products, together with your order number.
Following an assessment of the situation, VYNALTO will provide an appropriate solution in accordance with applicable statutory rights.
Where a lack of conformity requires the products to be returned, the necessary return costs will be covered by VYNALTO, as required by law.
7. Legal Guarantee and Lack of Conformity
VYNALTO respects consumers' rights under Portuguese Decree-Law No. 84/2021 of 18 October, as amended.
Where a product presents a legally recognised lack of conformity, the consumer may be entitled to the applicable legal remedies, including bringing the goods into conformity, a price reduction or termination of the contract.
Complaints relating to wines will be assessed taking into consideration the nature of the product, storage conditions, vintage characteristics and applicable legal provisions.
8. Rare Wines, Special Cases and En Primeur
VYNALTO offers collectible wines, limited-production bottles, special cases and, in the future, En Primeur wines.
The rare or exclusive nature of a wine does not automatically exclude the right of withdrawal.
However, applicable legislation provides for specific exceptions, including certain sales of alcoholic beverages where the price is agreed upon at the time the sales contract is concluded, delivery can only take place after 30 days, and the actual value depends on market fluctuations beyond the seller's control.
These exceptions will only apply where all relevant legal requirements are met.
Specific terms and conditions for future En Primeur offers will be communicated before the order is confirmed.
9. Order Cancellations
If you wish to cancel or modify an order, please contact VYNALTO as soon as possible at:
Requests for changes will be assessed according to the order's processing and dispatch status.
Cancellation conditions do not affect the statutory right of withdrawal or any other applicable consumer rights.
10. Business Purchases
Orders placed in the course of professional or business activities may be subject to contractual conditions and legal provisions that differ from those applicable to individual consumers.
Commercial return requests will be assessed on a case-by-case basis, without prejudice to any mandatory legal provisions.
11. Contact Information
For enquiries regarding returns, refunds, complaints or cancellations, please contact:
VYNALTO
Legal seller: CT Tirsense Vinhos Lda
Address: Rua Dr. Raúl Augusto Castro Fernandes, 17, 4780-712 Santo Tirso, Portugal
Email: vynaltowines@gmail.com
Our team is available to assist with every enquiry, ensuring professionalism, transparency and respect for our customers' rights.