Right of withdrawal (unopened wine, 14 days). If you are a consumer buying for personal use, you may withdraw from your purchase within 14 days of receiving your order, without giving a reason, provided the bottle(s) are unopened and in their original packaging. To start a return, contact info@cascawines.pt with your order number before sending the wine back. Once we receive and verify the returned bottles, we refund the price paid (excluding the original delivery cost) to your original payment method within 14 days. Return shipping is at the customer’s expense unless the return is due to our error or a defective/damaged product (see below).
Wine damaged in transit. Please inspect your order on arrival. If a bottle arrives broken or visibly damaged, contact us at info@cascawines.pt within 48 hours of delivery, with photos of the damaged bottle(s) and the packaging. Keep the damaged item and its packaging until we confirm next steps. We will arrange, at no cost to you, a replacement or a full refund, including the delivery cost.
Corked or defective wine. If a bottle turns out to be corked, oxidised, or otherwise faulty through no fault of yours, contact info@cascawines.pt within 30 days of purchase. Please keep the cork and note the batch/lot information on the label — we may ask you to send the cork or a photo of the label for verification. Once confirmed, we will offer a replacement bottle or a refund for that item.
Failed or missed deliveries. If you miss a delivery, the carrier will normally attempt a second delivery at no extra cost. If a second attempt also fails, redelivery costs may apply. If an order is undeliverable through no fault of ours and is returned to us, we will contact you to arrange redelivery (at your cost) or a refund of the product price, less the original outbound shipping cost.
What is excluded from the 14-day right of withdrawal. Bottles that have been opened or consumed, in whole or in part, cannot be returned under the right of withdrawal (this does not affect your rights under the “Corked or defective wine” section above, which apply regardless of whether the bottle has been opened, since a fault only becomes apparent once opened).
International orders. For orders shipped outside Portugal by quote, the return conditions above apply, but the customer is responsible for return shipping costs and any customs charges, except where the return is due to transit damage or a product defect, in which case we cover these costs.
How refunds are issued. All refunds are made to the original payment method (card, Multibanco or MB WAY, as applicable) within 14 days of us receiving and verifying the returned item, or of confirming the fault. We do not charge any restocking fee.
Your statutory rights. This policy is in addition to, and does not limit, your statutory rights as a consumer under Portuguese and EU law, including the legal guarantee of conformity. See also our Terms and Conditions for the applicable Alternative Dispute Resolution (RAL) entity, the CACCL.
Contact. Casca Wines, S.A. · info@cascawines.pt · +351 925 246 472
