At Restaurante Ostra D’Ouro, our customers’ satisfaction is a priority. Although we sell ready-to-eat food products, which by their nature have special characteristics when it comes to returns, we always try to ensure that the ordering experience is positive and free of flaws. This Return and Refund Policy applies to all purchases made through our online platform and aims to clarify under what conditions we accept complaints, returns and make refunds.
Under the terms of Portuguese and European legislation on the right of withdrawal from distance contracts, perishable food products, such as meals prepared to order, are excluded from the right of return. Therefore, we cannot accept returns for reasons such as change of mind, change of appetite or any other personal reason of the customer after the order has been prepared. However, we do allow exceptions in cases where we can prove an error or fault on our part.
Despite the nature of the products sold, we are committed to assessing and resolving exceptional situations that warrant a full or partial refund. The situations we consider eligible include, but are not limited to:
Delivery of an incorrect product or one that differs from that ordered;
Product delivered in conditions unfit for consumption, with obvious signs of deterioration, contamination or defect;
Incomplete order or missing items without prior notice or adequate replacement;
Cancellation of the order by the customer before the start of the meal preparation.
In these cases, we may choose to refund the amount paid, offer a credit voucher for future orders or resend the product free of charge.
To submit a request for a refund or compensation, the customer must contact us as soon as they detect the problem, preferably within 2 hours of delivery of the order. Communication should be made via email to ostradouro@gmail.com or by telephone to +351 289 301 057, giving the following details:
Order number and date;
Customer name and contact details;
Detailed description of the problem;
Illustrative photographs (where applicable and relevant to the assessment of the case).
All requests are analyzed individually by our customer service team, who may request additional information if necessary. Our reply will be sent within a maximum of 2 working days.
If the refund is approved, the amount will be returned using the same payment method used for the original purchase, unless otherwise agreed with the customer. Refund processing may take up to 5 working days, depending on the payment method and banking system. Alternatively, the customer can opt for a voucher/credit of equivalent value, valid for 6 months, for use on a future order.
For any questions related to this policy or a specific request, we are at your disposal through the following contacts:
Email: ostradouro@gmail.com
Phone: +351 289 301 057
Address: Marina Plaza Loja 19/20, 8125-401 Quarteira
We work hard to offer our customers an excellent service. Your trust is fundamental to us, and we are committed to resolving any situation fairly, transparently and effectively.
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