Return Policy
At Pasteis Brasao, customer satisfaction is a priority. This page explains your rights regarding returns and refunds when purchasing from our online shop.
Perishable food products
The products sold by Pasteis Brasao are short-shelf-life foodstuffs liable to deteriorate rapidly. Under Portuguese and EU consumer law (Article 17(1)(d) of Decreto-Lei n.o 24/2014, implementing Directive 2011/83/EU), this type of product is exempt from the general 14-day right of withdrawal that applies to most other distance purchases. This means that once an order is confirmed, it cannot be cancelled or returned simply due to a change of mind.
Damaged, incorrect, or quality issues
Regardless of the above exemption, you always retain your consumer rights if your order arrives:
- Damaged during shipping;
- Incorrect (wrong product or quantity);
- With a quality or food safety issue.
In these cases, please contact us within 48 hours of receiving your order, via geral@pasteisbrasao.com or by phone at (+351) 261 858 600, including your order number and, if possible, photos of the product received. We will review each situation and, where applicable, offer a replacement or refund.
Unconfirmed or uncollected orders
Orders paid by bank transfer or MB WAY that are not confirmed within the timeframe indicated in the payment instructions may be automatically cancelled.
Contact us
For any questions about this policy, contact us at geral@pasteisbrasao.com or (+351) 261 858 600.