At Black Pepper & Basil, we want to ensure your satisfaction with all products purchased. If for any reason you are not satisfied with your purchase, our return policy is described below:
2.1. Return Period
You have up to 14 calendar days after receiving the product to proceed with the return, and we do not exchange products.
2.2. Conditions for Return
In order for the product to be accepted for return, it must meet the following requirements:
The product has not been used, washed, altered, or damaged;
The product must include all original accessories;
The product must have all original labels;
The product must be in its original packaging;
Separate returns for items in the same order will not be accepted;
The product must be returned within the established period (14 days).
The above conditions must be met in order for the Online Store to process a refund.
2.3. Return Process
2.3.1. Through the Website
To initiate a return, go to your customer account and click on the "Orders" tab. In this area, you can view all your online purchases and their statuses. For this process, the order must be in the "Delivered" status.
After accessing the order you wish to return, select the "Return" button for the product(s) you wish to return and click continue.
IMPORTANT: ⚠️ Shipping costs, return fees, and charges associated with the payment method (e.g., PayPal commissions) are non-refundable, as these are not reimbursed to us by the service providers.
In the next step, select the reason for returning the product from the available options:
I’m no longer interested in the item;
I’m buying a similar item from another store;
The item is different from the image on the website;
Item is defective/incomplete/damaged;
Other.
Then, choose the return method for sending the item back:
a)Send to our address - The return shipping costs are the responsibility of the customer, except in cases of defects or errors on our part. To do this, follow these steps:
Empty the box and place the products you wish to return/exchange.
Close the box and remove the delivery label.
Go to the post office to send the return to our address:
Black Pepper & Basil
Rua Tomás da Anunciação 85 A,
Campo de Ourique,
1350-324 Lisbon
b)Return in Store - Return the product for free at our physical store in Campo de Ourique.
2.3.2. If you are unable to process the return through our website, you can always contact our store directly:
· Contact us by email at loja@blackpepperandbasil.com or by phone at +351 215 840 824 to inform us of your intention to return the product. Provide the order number and item details.
· After the return is approved, we will send instructions for returning the product.
· The return shipping costs are the responsibility of the customer, except in cases of defects or errors on our part.
2.3.3. Refunds
If the return is approved, the refund will be issued using the same payment method used for the purchase or, alternatively, in the form of a store credit voucher issued for the value of the return, valid for 6 months from the date of issue. During this period, the voucher can be used both in our online store and in our physical store. After this period, the voucher will expire.
2.4. Customs Returns
In cases where an order is returned by the customs authorities of the destination country due to import restrictions or rejected documentation, the return will be processed once the item(s) are received back at our facilities.
Refunds will be made only for the value of the products, excluding shipping costs, return fees, and payment method charges, as these are non-refundable. The customer will be notified as soon as the order is received and the refund process has started.
