Return and Cancellation Policy


The conditions stipulated in this document are only applicable to purchases made at and are regulated by Decree-Law no. 24/2014, of 14 February, which transposes Directive no. 2011/83/EU of the European Parliament and of the Council, of 25 October 2011, on consumer rights in its most recent version (Law no. 10/2023, of 03 March), seeking to regulate contracts concluded at a distance and away from business premises.

Can I return my order?

Once you have received your order, you can notify us of your intention to return it within 14 days. Your intention can be communicated via email: "" or by sending the free resolution model. (See articles 10 and 11 of Decree-Law no. 24/2014 of 14 February.)

If it makes use of this possibility, Ginjoteca - Atividades Hoteleiras e Turísticas, Lda. (hereinafter Ginjoteca) will send, within 24 (twenty-four) hours, an acknowledgement of receipt of the cancellation on a durable medium (preferably by e-mail).

In what situations can I return my order?

The Customer can return the order within 14 days of receiving it and without any justification. However, if the return concerns personalised products, Ginjoteca reserves the right to analyse each case and accept the return or not.

In the event of a production/packaging error or any damage to the order, Ginjoteca assumes responsibility and the product will be replaced/returned at no cost to the Customer.  

How is the return made?

Refunds of payments made by the Customer will be made using the same means of payment used in the initial transaction. Alternatively, the Customer may expressly indicate that they wish the refund to be made by another means, which will not entail any costs for them. In particular, in order to speed up the reimbursement process, the Customer may indicate the details of the bank account (IBAN and respective holder) to which they wish the reimbursement to be made.

Tenho que pagar para devolver a minha encomenda?

If the return is due to a processing error, Ginjoteca will take responsibility and the parcel will be collected, at the company's own expense. Collection will take place at a place and date to be agreed - the time being determined by the carrier itself. If the return is due to a reason beyond Ginjoteca's control, the customer will have to pay for it to be sent back by courier to the following address: Rua do Sol Nascente, Fração A, Lote 6, Ponte Seca 2510-701 Gaeiras - Óbidos.

In both cases, the parcel must be properly sealed so that it can be handled by the carrier responsible for the return.

When any product sold by Ginjoteca is damaged and the customer wishes to make a claim for this reason, they must send a photograph as proof and keep the damaged product(s) for return. If the damaged product is not returned, the new exchange product will not be sent.

In the case of damaged chocolate cups, Ginjoteca will not exchange them if they are sent to addresses outside mainland Portugal.

In the case of a damaged product, Ginjoteca will only send it back for a replacement.

Ginjoteca guarantees the utmost care and safety in the preparation of all orders and is therefore not responsible for any damage caused by the transport of products.

Can I cancel my order?

In the event of cancellation at the customer's option, without any fault on the part of the seller, the following rules apply:

1 - The customer can cancel the order and will receive the full amount if they cancel within one hour of paying for the order;

2 - After this period, the customer will have to pay postage, even if the value of the order includes postage in the purchase price;

3 - If the customer decides that they no longer want the order when it is already in their possession, without there being any damage to it or a delay of more than 2 days in delivery, they are responsible for paying the return postage and shipping costs. In this case, you will be refunded the full amount you paid, minus the shipping and return postage. 


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