1. First step: contact us

Any communication related to returns, refunds, exchanges, shipping damages, order errors, or support requests must be made through the official Portal Transmontano chat, available on the website.

The request should include, whenever possible, the customer's name, order number, product in question, reason for the request, and photographs if there is damage, defect, shipping error, or packaging issue.

2. General deadline

The customer has 14 days after receiving the order to communicate their intention to return, when the right of return is applicable.

3. Conditions for accepting returns

• Product showing no signs of improper use.
• Product complete and in suitable storage conditions.
• Original packaging, where applicable.
• All items received with the order.

4. Food and perishable products

For reasons of hygiene, food safety, and preservation, returns of perishable, fresh, refrigerated, opened, consumed, altered, damaged after delivery, or products that can no longer be safely resold are not accepted.

This limitation does not prejudice the customer's rights when there is product damaged during transport, a product different from the one ordered, a shipping error, a proven defect, or a lack of conformity.

5. Damages, errors or incomplete products

If the customer receives a damaged, incorrect, or incomplete product, they should contact Portal Transmontano through the official chat available on the website.

After analysis, a replacement, new shipment, full or partial refund, credit for future purchase, or another solution agreed with the customer may be offered.

6. Costs, partners and exclusions

When the return results from an error by Portal Transmontano, a proven defect, an incorrect product, or confirmed shipping damage, the return costs will be borne by Portal Transmontano or the responsible partner, as the case may be.

Portal Transmontano may work with producers, artisans, partners, local brands, or external sellers. Some requests may require confirmation with the producer or partner responsible for the product.