Refund policy

RETURN AND REFUND POLICY

Thank you for shopping at NOS MADEIRA - COMUNICAÇÕES, S.A. (operating via http://63ax0m-pa.myshopify.com/). We take pride in the quality of our cookware—including our heavy-duty Dutch ovens, precision slow cookers, and high-heat woks.

If you are not completely satisfied with your purchase, we are here to help. This Return and Refund Policy outlines the terms and conditions for returns, replacements, and refunds.

1. 14-Day Right of Withdrawal / Return Window

Under European Union consumer protection rules (Directive 2011/83/EU), you have the right to cancel and return your order within 14 calendar days from the date you (or a third party designated by you) physically receive the goods, without giving any reason.

To be eligible for a return within this 14-day window:

  • The item must be unused, unwashed, and in its original condition.

  • Cookware (e.g., Dutch ovens, woks, slow cookers) must not have been exposed to heat, oil seasoning, or food contact.

  • The item must be returned in its original packaging, including all protective inserts, instruction manuals, accessories, and power cords (if applicable).

  • Proof of purchase (order confirmation, receipt, or order number) is required.

2. Non-Returnable & Non-Refundable Items

The following items cannot be returned or refunded:

  • Items that show signs of use, food residue, thermal shock damage, seasoning alterations, or scratch marks.

  • Electrical items (such as slow cookers) with modified cords or missing internal heating elements/accessories.

  • Products returned after the 14-day notification period.

  • Gift cards or promotional items provided free of charge.

3. How to Initiate a Return

To request a return, please follow these steps:

  1. Contact Us: Send an email to [email protected] with your Order Number, the product(s) you wish to return, and the reason for the return.

  2. Authorization: Once your return request is approved, we will send you return instructions and the authorized shipping address.

  3. Pack the Item Securely: Cookware—especially cast iron Dutch ovens and ceramic slow cooker liners—is heavy and fragile. Please re-pack the product in its original box with adequate protective cushioning to prevent breakage during transit.

  4. Ship the Item: Send the package using a trackable shipping service.

Note: Items returned to us without prior authorization will not be accepted.

4. Return Shipping Costs

  • Customer Responsibility: Unless the item arrived damaged, defective, or incorrect, you (the customer) are responsible for paying the return shipping costs. Shipping costs are non-refundable.

  • Tracking Recommended: Due to the weight and value of kitchenware (especially cast iron and electrical appliances), we strongly recommend using a shipping service with tracking and insurance. We cannot guarantee that we will receive your returned item, and we are not liable for packages lost or damaged in transit.

5. Damaged, Defective, or Incorrect Items

We inspect our products carefully, but transit damage or manufacturing issues can occasionally happen.

  • Inspection upon Delivery: Please inspect your delivery immediately upon receipt. Check ceramic inserts, enamel coatings on Dutch ovens, and electrical components on slow cookers.

  • Reporting Issues: If your item arrives damaged, defective, or if you received the wrong item, please contact us within 48 hours of delivery at [email protected].

  • Required Documentation: Include your order number and high-resolution photos/videos showing:

    1. The defect or damage on the product.

    2. The shipping label on the package.

    3. The inner and outer packaging materials.

  • Resolution: If confirmed, we will either send a replacement part/unit at no additional cost or issue a full refund (including standard shipping fees).

6. Refund Process & Timelines

  1. Inspection: Once we receive your returned package, our quality assurance team will inspect the item to verify its condition.

  2. Notification: We will send you an email notifying you that we have received your item and whether your refund has been approved or rejected based on the product state.

  3. Payment Processing: If approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment within 5 to 10 business days, depending on your card issuer or bank processing times.

7. Late or Missing Refunds

If you haven’t received a refund after receiving our approval notification:

  1. Check your bank account or credit card statement again.

  2. Contact your credit card company or bank; it may take some time before your refund is officially posted.

  3. If you have completed these steps and still have not received your refund, please contact us at [email protected].

8. Contact Information

For any questions regarding our Return and Refund Policy, or to submit a return request, please contact us at: