Refund and Returns Policy
Refund & Returns Policy
Last updated: August 2026
We hope you love your Essência da Luz products. If something isn't quite right, please contact us and we'll be happy to help.
This Refund & Returns Policy applies to purchases made by consumers through the Essência da Luz online shop.
1. Your Right to Change Your Mind
If you are a consumer residing in the European Union, you generally have the right to withdraw from your online purchase without giving a reason within 14 days of receiving your order.
To exercise your right of withdrawal, please contact us within this period at:
You may use our Model Withdrawal Form, but this is not mandatory. Any clear and unequivocal statement informing us that you wish to withdraw from your purchase is sufficient.
After notifying us of your decision, please return the products without undue delay and no later than 14 days after informing us of your withdrawal. These periods correspond to the statutory withdrawal and return periods under Portuguese distance-selling law.
2. Return Address
Before sending a return, please contact us so that we know to expect your parcel.
Returns should be sent to:
Quinta da Luz
Santo Estevão
8300-047 Silves
Portugal
Tel. +351 969 255 183
Please pack returned products carefully to protect them during transport.
We recommend using a trackable shipping method and keeping proof of postage until your return has been completed.
3. Return Shipping Costs
For a standard return under your statutory right of withdrawal, the direct cost of returning the products is your responsibility. Portuguese law expressly permits this provided the consumer has been informed in advance.
If a product is incorrect, damaged or defective, please contact us before returning it. Where we are responsible for the issue, you will not be required to bear the necessary return costs.
4. Condition of Returned Products
You may examine a product as you reasonably would in a physical shop to establish its nature, characteristics and functioning.
Please take reasonable care of products while they are in your possession and return them, where possible, with their original packaging.
If a product has been handled beyond what is necessary to examine it and its value has consequently been reduced, we may make an appropriate deduction from the refund as permitted by law.
5. Food Products
Our food products include items such as herbal teas, pink pepper berries, bay leaves and other seasonal botanical products.
The statutory right of withdrawal generally applies unless a specific legal exception applies, for example where a product is liable to deteriorate or expire rapidly.
Please therefore contact us before returning any food product, particularly if the packaging has been opened.
Opening or using a food product may affect its value and our ability to resell it. Any refund will be handled in accordance with the applicable statutory consumer rights and the condition of the returned product.
6. Cosmetics and Sealed Products
Some products may be supplied with a seal for health or hygiene protection.
Where goods are sealed and are not suitable for return for reasons of health protection or hygiene, the statutory right of withdrawal may cease once that seal has been removed after delivery, as provided by Portuguese law.
This may apply to certain cosmetic or personal-care products. Where no such statutory exception applies, your normal consumer rights remain unaffected.
If you are unsure whether a product can be returned after opening, please contact us before sending it back.
7. Damaged, Incorrect or Defective Products
If your order arrives damaged, you receive the wrong product, or you believe a product is defective, please contact us as soon as possible at:
Please include:
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your order number;
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a brief description of the issue; and
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photographs of the product and packaging where possible.
We will assess the issue and arrange an appropriate solution in accordance with your statutory consumer rights. This may include replacement, refund, price reduction or another remedy provided by applicable law.
Your statutory rights relating to defective or non-conforming products are not affected by this Returns Policy. Portuguese consumer law provides remedies for goods that do not conform to the contract and requires the restoration of conformity without the consumer bearing the necessary costs.
8. Exchanges
We currently do not offer direct exchanges through our online shop.
If you would prefer another product, you may return the original product in accordance with this policy and place a new order separately.
9. Refunds
Once we have been informed of a valid withdrawal, we will refund the payments received from you, including the cost of our least expensive standard delivery option.
If you chose a more expensive delivery method than our standard option, the additional shipping cost will not be refunded.
Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.
We may withhold the refund until we have received the returned products or until you provide evidence that they have been sent back, whichever occurs first. Portuguese law requires reimbursement within 14 days of being informed of the withdrawal, subject to this right to withhold reimbursement pending receipt or proof of return.
Once your return has been received and checked, we aim to process the refund promptly.
10. Questions About a Return
If you have any questions before returning a product, please contact us:
Essência da Luz / Waibel e Waibel Lda.
Email: info@essenciadaluz.pt
Tel. +351 969 255 183
We're happy to help you find the simplest solution.