Refund Policy

Shipping Policy

Thank you for shopping at Panela Mexedora!

1. Processing Time

Orders are processed within 2 business days after payment confirmation.
Orders placed on weekends or public holidays will be processed on the next business day.

2. Shipping Methods and Delivery Time

We work with trusted logistics partners to ensure fast and secure delivery:

• Mainland Portugal: 1 to 3 business days
• Islands (Azores and Madeira): 2 to 7 business days
• European Union: 2 to 7 business days
• Other countries: Delivery times vary depending on the destination and will be shown at checkout.

Please note that all delivery times are estimates and may vary due to external factors (e.g., logistics delays, strikes, customs clearance, or weather conditions).

3. Shipping Costs

Shipping fees are automatically calculated at checkout according to the weight, volume, and destination of your order.

4. Order Tracking

Once your order is shipped, you will receive an email with your tracking code so you can monitor delivery in real time.

5. Delivery Responsibility

Please ensure that the shipping address is correctly entered when placing your order.
If delivery cannot be completed due to an incorrect address or absence of the recipient, the reshipment cost will be the customer’s responsibility.

6. International Shipping

For shipments outside the European Union, customs duties and local taxes may apply, which are the customer’s responsibility.
Delivery times may vary depending on customs procedures.

7. Damages or Shipping Issues

If your product arrives damaged, please contact us within 48 hours of receipt, providing photos of both the product and packaging.
We will replace the item or offer an appropriate solution at no additional cost.

Refunds and Exchanges

We offer refunds and/or exchanges within the first 14 days of your purchase, without the need to provide a reason.
This period counts from the date you receive your product.
If the reflection period expires on a non-working day, it will be extended to the next working day.

If more than 14 days have passed since your purchase, we cannot offer a refund or exchange of any kind.

Eligibility for Refunds and Exchanges

• The item must be unused and in the same condition as when received.
• The item must be in its original packaging.
• To complete your return, we require a receipt or proof of purchase.

Exchanges (if applicable)

We only replace items if they are defective or damaged.
If you need to exchange it for the same item, please send us an email at panelamexedora.eu@gmail.com

Non-Returnable Items

The following items are not covered by the return policy:

• Gift cards

Partial Refunds (if applicable)

• Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
• Any item returned more than 14 days after delivery.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also inform you whether your refund has been approved or denied.

If approved, your refund will be processed and automatically applied to your credit card or original method of payment within a certain number of days.

Late or Missing Refunds

If you haven’t received your refund yet, please first check your bank account again.
Then contact your credit card company — it may take some time before your refund is officially posted.
If you’ve done all of this and still haven’t received your refund, please contact us at panelamexedora.eu@gmail.com.

Shipping Returns

Please do not send your product back to the manufacturer.
You must send it to the address sent to you by e-mail.

You will be responsible for paying your own shipping costs for returning your item.
Shipping costs are non-refundable.
If you receive a refund, the return shipping cost will be deducted from your refund amount.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Please note that we cannot guarantee that we will receive your returned item.