Refund policy

Last updated: 29 October 2026.

This policy applies to purchases made at cascarija.pt and does not limit consumers’ mandatory rights under applicable law.

1. Contact and return requests

To cancel an order or request a return, exchange or refund, contact Casca Rija at store@cascarija.pt or on +351 911 155 444, quoting your order number and the reason for your request and, where applicable, providing photographs of the product, packaging, shipping label, batch number and expiry date.

2. Cancellation before dispatch

A paid order can be cancelled before dispatch. The customer should contact us as soon as possible. If the order has already been dispatched, the return rules below apply.

3. Right of withdrawal and returns without giving a reason

Where the right of withdrawal applies, the consumer may notify us of their decision to withdraw within 14 consecutive days of the day on which they take physical possession of the goods, without having to give a reason. After notifying us of that decision, they have 14 days to send the goods back.

Products must be returned complete, properly sealed, with no signs of opening or use, in their original packaging and in a condition suitable for resale. The consumer may be held liable for any reduction in value caused by handling beyond what is necessary to establish the nature and characteristics of the product.

The right of withdrawal does not apply, in particular, to goods liable to deteriorate or expire rapidly, or to sealed goods that cannot be returned for health protection or hygiene reasons once opened.

For a return due to a change of mind, a customer error or another reason not attributable to Casca Rija, the customer bears the cost and risk of return shipping. We recommend using a tracked service and keeping proof of postage. Cash-on-delivery returns are not accepted.

4. Incorrect, damaged or non-conforming products, or significant delays

If you receive an incorrect, damaged or non-conforming product, or if there is a significant delay beyond the maximum delivery time indicated at checkout or in the shipping policy, contact us as soon as possible. For visible transport damage and delivery issues, we ask that you notify us within 48 hours of receipt wherever possible, so that we can promptly investigate with the carrier.

The operational 48-hour period does not limit the consumer’s statutory rights, including in cases of non-conformity that could not be detected at the time of delivery.

Where a return results from an error by Casca Rija, transport damage, non-conformity, a confirmed quality issue or a delay that justifies cancellation, Casca Rija bears the cost of the return. Where a return is required, we will send the customer a prepaid label to print or equivalent instructions.

5. Quality and food safety complaints

A quality complaint should be made as soon as the problem is detected. The customer should stop consuming the product, keep the product, packaging, batch number and expiry date, and send a description of the problem, photographs and an approximate indication of the quantity used.

We do not set a universal limit in grams, because the quantity needed to identify a problem depends on the product. Using a quantity reasonably necessary to detect the issue does not, in itself, invalidate the complaint. Continued or substantial consumption after the problem has been identified may be taken into account when assessing the request, without prejudice to applicable statutory rights.

Casca Rija may request the return of the product, packaging or a sample for assessment and traceability. Where Casca Rija requests that return, the company bears the associated costs.

6. Preparing and shipping the return

The return must be notified in advance and follow the instructions sent by Casca Rija. Products must be securely packed and, wherever possible, in their original shipping packaging. Where Casca Rija is responsible for the cost, a return label will be provided. In all other cases, the customer chooses and pays for shipping.

7. Refunds

In cases of withdrawal, the refund is made without undue delay and no later than the statutory period of 14 days from notification of the decision. Casca Rija may withhold the refund until it receives the returned goods or the customer provides proof of dispatch, whichever is earlier.

After receiving and checking the goods, we aim to complete the refund within 7 days. For damaged, incorrect or non-conforming products, or products with a quality issue, the refund is made without undue delay and within the applicable statutory time limits.

The refund is made using the same payment method used for the purchase, unless expressly agreed otherwise and provided that the customer incurs no additional costs. In cases of withdrawal, the cost of the least expensive standard delivery option offered is refunded; additional costs for a more expensive delivery option chosen by the customer are not refundable.

8. Exchanges

Where an exchange is accepted, we aim to dispatch the replacement product within 7 days of receiving and approving the return, subject to stock availability. Any price difference is communicated to the customer for approval before dispatch.

9. Return address

The return address and instructions are provided in writing after you contact us, to ensure that the return is directed correctly and the process can be tracked.