Return & Refund Policy

At So Verde we are committed to quality natural products and a fair, transparent shopping experience. This policy sets out your rights and our obligations under Portuguese and European consumer law (Decree-Law No. 24/2014 and EU Directive 2011/83/EU).

1. PRODUCT DESCRIPTIONS, IMAGES & PACKAGING

So Verde makes every effort to ensure that product descriptions, images and information displayed on soverde.pt are accurate and up to date. However, by placing an order you acknowledge and accept the following:

  • Product images are for illustrative purposes only. The actual product may differ in appearance, colour, shape or size from what is shown on the website.
  • Packaging design, labelling and visual presentation may vary between production batches, supplier updates or regional versions, without prior notice.
  • Natural products — including supplements, essential oils and organic formulations — may show natural colour, texture or scent variations between batches. These are not considered defects.
  • Product descriptions and labels are provided in both Portuguese and English. In the event of any discrepancy between language versions, the Portuguese version shall take precedence, as it is the primary language of the store.
  • Nutritional values, ingredient listings and usage instructions are sourced from the manufacturer or supplier and are reproduced in good faith. So Verde cannot be held responsible for third-party errors or subsequent formulation changes made by the manufacturer without notice.
  • Minor differences in product weight, volume or count within the tolerance stated by the manufacturer are not considered non-conformities.                                                                                                                                                                                     
  •  📌 IMPORTANT — Variations in packaging appearance, batch colour or label design do not constitute grounds for a return or refund under the right of withdrawal or the conformity guarantee, unless the product delivered is fundamentally different from what was ordered (e.g. wrong product entirely, wrong size or wrong formulation).

2. RIGHT OF WITHDRAWAL (14 DAYS)

Under EU consumer law you have the right to cancel your online purchase within 14 calendar days of receiving your order, without giving any reason. This is a legal right — not a discretionary policy.

To exercise this right, notify us in writing (email or contact form at soverde.pt) before the 14-day deadline, stating your order number and your intention to cancel.

Deadline: 14 calendar days from the date of delivery

Refund: Full product price, returned within 14 days of So Verde receiving the item back

Return shipping: Paid by the customer (we do not provide prepaid labels for change-of-mind returns)

⚖ LEGAL NOTE — This 14-day right of withdrawal is mandatory under Decree-Law No. 24/2014.So Verde cannot waive or restrict it. However, the customer is responsible for return shipping costs for change-of-mind cancellations, as permitted by Article 13(2) of the same law

3. PRODUCTS EXCLUDED FROM THE RIGHT OF WITHDRAWAL

The following products are exempt from the 14-day right of withdrawal under Article 17 of Decree-Law No. 24/2014 and Article 16(e) of Directive 2011/83/EU. Returns will NOT be accepted once:

  • Food supplements, vitamins and capsules — the hygiene seal has been broken or packaging
  • opened after delivery
  • Essential oils, carrier oils and liquid products — the sealed packaging has been opened after
  • delivery
  • Products near their expiry date have been opened or used
  • Any product has been clearly used, damaged by the customer, or returned without original
  • packaging and all components

⚠ The hygiene seal exception applies only when the seal was intact upon delivery and broken afterwards by the customer. Products received with a missing or damaged seal are treated as defective — see Section 4.

4. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS

If a product has a manufacturing defect, was damaged in transit, or is fundamentally different  from what was ordered (wrong product, wrong size or wrong formulation), you are protected by the 2-year legal conformity guarantee under EU law (Directive 2019/771/EU / Decree-Law No.84/2021).

📌 WHAT THE 2-YEAR GUARANTEE COVERS — Manufacturing faults, structural defects, products that do not perform their stated function, or items that are entirely different from what was ordered.

WHAT IT DOES NOT COVER — Personal dissatisfaction with taste, scent or texture; natural batch variations in colour or consistency; packaging design differences; translation discrepancies between language versions of the website; or damage caused by the customer after delivery.

Defects or damage must be reported to So Verde within 14 days of delivery by email, with photographic evidence. So Verde will cover all return shipping in these cases and offer:

  • A replacement product (subject to stock availability), or
  • A full refund, including original shipping costs
  • How to report:
  • Email us within 14 days of receiving the order
  • Attach clear photographs of the defect, damage or incorrect item
  • Include your order number
  • We will respond within 2 business days with next steps — at no cost to you

5. HOW TO SUBMIT A RETURN — STEP BY STEP

Step 1 — Notify us: Email us within the 14-day withdrawal period. Include your order number and reason. Do not send the product before receiving our confirmation.

Step 2 — Receive authorisation: We confirm within 2 business days and provide the return address and Return Authorisation Number (RMA).

Step 3 — Ship the item: Pack securely in original, unopened packaging with the RMA number on the outside. Return shipping is at your expense, except for defective or incorrectly sent products.

Step 4 — Inspection: We inspect the item within 1–3 business days of receipt and notify you by email.

Step 5 — Refund: Approved refunds are processed within 14 days of receiving the item, via the

original payment method.

6. REFUNDS

Method: Refunded to the original payment method (card, PayPal, MB Way, etc.)

Timeline: Within 14 days of So Verde receiving the returned item

Change of mind: Product price only — original shipping is not refunded

Defective / wrong item: Full amount including original shipping costs

💳 Once processed by us, your refund may take an additional 3–10 business days to appear on your bank statement, depending on your bank or payment provider.

7 RETURN SHIPPING-WHO PAYS?

Situation

Return shipping cost

Change of mind (within 14-day withdrawal period)

Paid by the customer

Manufacturing defect or product damaged in transit

Paid by So Verde (free return label)

Wrong item sent by So Verde

Paid by So Verde (free return label)

8. CONTACT US

For all return, refund or product queries, please reach out before sending anything back.

  • 📧 Email: support@soverde.pt
  • 🌐 Website: https://soverde.pt
  • ⏰ Response hours: Monday – Friday, 9am – 6pm (GMT+1 Lisbon)