Frequently asked questions

 No. Orders at So Verde are processed automatically the moment payment is confirmed — stock is reserved and a shipping label is generated, often within the same business day. Because this process is fully automated, we are unable to intercept or cancel an order once it has entered fulfillment. If you ordered by mistake or changed your mind, you may exercise your 14-day Right of Withdrawal after the order arrives.

 Please double-check your cart before completing checkout, as we're not able to amend or stop an order once it's confirmed. If a mistake happens, you can accept the delivery and then use your 14-day Right of Withdrawal to return an unopened product, or contact us if the item arrives damaged or incorrect.

 Yes, in specific situations: if a product is out of stock, if there was a pricing or technical error, if payment couldn't be verified, if fraud is suspected, if delivery to your address isn't feasible, or in cases of force majeure. If this happens, you'll be notified by email and receive a full refund within 5–7 business days.

Yes. Under EU law you have 14 calendar days from the date of delivery to cancel your purchase without giving a reason. The product must be returned unused and in its original, sealed packaging. Return shipping in this case is paid by the customer, and you'll be refunded the product price (original shipping is not refunded).

 Not all. Food supplements, vitamins, capsules, essential oils, and other sealed liquid products lose their right of withdrawal once the hygiene seal is broken or the packaging is opened. This is a legal exception under EU consumer law, not a So Verde-specific restriction. If a seal was already missing or damaged when you received the item, that's treated as a defective product, not a change-of-mind return

Email us within the 14-day window with your order number and the reason for return. Please wait for our confirmation, including a Return Authorisation Number (RMA), before sending the item back. We'll confirm within 2 business days and provide the return address.

 It depends on the reason: for change-of-mind returns, the customer covers return shipping; for defective, damaged, or wrong items, So Verde covers it and provides a free retur

 You're covered by the 2-year legal conformity guarantee. Email us within 14 days of delivery with your order number and photos of the issue. We'll respond within 2 business days, cover all return shipping costs, and offer either a replacement (subject to availability) or a full refund including original shipping.

The 2-year guarantee covers manufacturing faults, structural defects, or products fundamentally different from what was ordered. It does not cover personal dissatisfaction with taste, scent, or texture, natural batch-to-batch variations in colour or consistency, packaging design differences, or minor translation differences between language versions of the site — these are considered normal for natural products, not defects.

 Product images are illustrative. Packaging design, labelling, and batch colour or texture can vary between production runs or supplier updates without prior notice — this is expected for natural products like supplements and essential oils and is not a defect.

The Portuguese version is the official reference, as it is the store's primary language. In case of any discrepancy, Portuguese text takes precedence.