Return and Exchange Policy
Return & Exchanges Policy
Customer satisfaction is a priority at By Lau Pereira. This returns and exchanges policy applies to purchases made on our website and complies with Portuguese legislation on distance selling.
1. Right of withdrawal (cooling-off period)
In accordance with distance selling regulations, customers have the right to withdraw from a purchase contract without giving any reason within 14 working days from the date of receipt of the order.
However, this right does not apply to perishable food products, such as those sold by By Lau Pereira (for example: sauces, preserves, fruits, vegetables, fresh or refrigerated products).
Therefore, except in cases of defect, non-conformity, or order error, food products cannot be returned due to change of mind.
2. Product expiry information
At By Lau Pereira, all expiry dates or best before dates are clearly indicated on each product page, together with appropriate storage instructions.
We recommend that customers check these dates before purchasing and store products according to the instructions on the label (for example, in a cool, dry place or refrigerated when applicable).
3. Deadlines for reporting defects or non-conformity
If the product received:
- Does not match the website description;
- Is damaged, broken, or in poor condition;
- Is different from what was ordered;
- Is expired or shows clear signs of deterioration;
the customer must contact us within 3 working days of receiving the order by emailing laupereira.pt@gmail.com, including:
- Order number;
- Clear description of the issue;
- Photographs of the packaging and affected products.
4. Food products and expiry dates
We can only review return or exchange requests for food products whose expiry date is at least 1 month after the date of receipt.
Products that have been opened, partially consumed, or improperly stored may not be eligible for a refund or replacement, except in cases of manufacturing defect or non-conformity.
5. Orders damaged during transport
If visible damage is detected upon delivery, this should be reported to the courier and, whenever possible, noted on the delivery receipt.
Please then email photographs of the damaged packaging and products to laupereira.pt@gmail.com within 3 working days, so we can assess the situation and file a claim with the carrier if applicable.
6. Returns, refunds and exchanges
After reviewing the case, our customer support team will contact you within 5 working days of receiving your message. Depending on the situation, we may:
- Issue a full or partial refund;
- Replace the product with the same or an equivalent item;
- Provide store credit for future purchases.