Returns

Shop with confidence.

 

Standard products: 

If you’re not completely satisfied with your purchase, you can return new/unused standard items within 14 days after reception of the product.

Made-to-order products cannot be exchanged or returned unless they are defective.
You can find our complete Return Policy in our Sales Conditions.

We aim to process all returns within a few days of receipt. Refunds are issued after returned items have been received, inspected, and processed. 
Refunds are always issued back to the original form of payment. 

In general, the cost of the return or collection of items will be paid by the customer.

Defective products:

If you believe there is a quality issue with your item in the warranty period, the product(s) will be repaired or exchanged for the same product(s).
You can read more about our Warranty in our Sales Conditions. 

Transport damages:

Deadlines for making claims for damages caused by transport will be 48 hours from the date of delivery. After this time, Sousvide Shop is not responsible for any defects that may have occurred in transit. 

Return address:

Sousvide Shop
Rua Vasco Gonçalves, lote 9, Quinta do Visconde
2835-678 Santo António da Charneca, Barreiro
Portugal

Important:
Pack your return item with a copy of the invoice, fulfilled a return form (available here) with the reason for the return.

If you return from a EU country:
Please include a copy of the invoice and the reason for the return.

If you return from a non EU country:
- Write on the envelope/package: "Return of products purchased in Portugal"
- Include a copy of the invoice in a Clear Plastic Self Adhesive Packing Slip Envelope Pouch (Click to see an example: Plastic pouch) and attach it to the outside of the envelope/package.

Since we cannot assume responsibility for misdirected or lost shipments, we recommend you use a shipping service that offers tracking options.

If you have any additional questions, please contact us by email: [email protected] or by phone (+351) 212459317 Monday thru Friday.

Our opening hours are:

GMT Time: 09-13 & 14-18 (9am-1pm & 2pm-6pm)
US CST time: 3am -7am & 8am-12am