Refund & Returns Policy

1. Your Right to Cancel (Distance Selling)

Under EU Directive 2011/83/EU and Portuguese law (Decreto-Lei n.º 24/2014), if you are a consumer purchasing from within the European Union, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving any reason.

The cancellation period expires 14 days from the day on which you, or a third party
designated by you, takes physical possession of the goods.
To exercise your right to cancel, you must inform us by a clear statement (e.g. a letter sent by post or email) to:

ODE Winery
Rua Coronel Lopes Mateus, 13
Vila Chã de Ourique, Cartaxo, Portugal
Email: contact@odewinery.com

You may use the model cancellation form provided in Annex I of Decreto-Lei n.º 24/2014, though it is not obligatory.

2. Exceptions to the Right of Cancellation

Please note that the right of cancellation does not apply to the following categories of goods, in accordance with Article 17 of Decreto-Lei n.º 24/2014:
• Wines and perishable goods that are liable to deteriorate or expire rapidly.
• Sealed goods that are not suitable for return due to health protection or hygiene
reasons, where the seal has been broken after delivery (e.g. olive oil once opened).
• Event tickets (e.g. Food Love Fest), which are contracts for leisure activities
provided on a specific date — these are non-refundable once purchased, unless the
event is cancelled or significantly altered by ODE Winery.

Please note: As wine is a perishable consumable product, once a bottle has been
opened it cannot be returned. We therefore encourage you to inspect your order
carefully upon delivery before opening any bottles.

3. Damaged, Faulty, or Incorrect Items

Notwithstanding the above exceptions, your statutory rights under Portuguese consumer law (Lei n.º 24/96, de 31 de Julho — Lei de Defesa do Consumidor, and Decreto-Lei n.º 84/2021) are unaffected. If your order arrives:
• Damaged in transit
• Faulty or corked (wine fault)
• Incorrectly fulfilled (wrong product sent)
you are entitled to a remedy. Please contact us within 30 days of delivery at contact@odewinery.com with:
1. Your order number
2. A description of the issue
3. Photographs of the damaged or faulty goods and packaging (where applicable)
We will offer one of the following remedies at our discretion, or yours where the law
requires:
• Replacement of the affected product(s)
• Store credit
• Full or partial refund

4. Returning Goods

If you are entitled to return goods (e.g. under the right of cancellation for non-perishable
items, or for faulty/damaged goods), please:
1. Contact us before sending anything back, so we can authorise the return and provide
instructions.
2. Return goods in their original, unopened condition and original packaging.
3. Return shipping costs are your responsibility unless the goods are faulty,
damaged, or incorrectly sent, in which case we will cover the cost of return.
We recommend using a trackable shipping service, as we cannot be held responsible for
goods lost in transit on return.

5. Refunds

Once a return is received and inspected, we will notify you of the outcome. Approved refunds will be processed within 14 days of us receiving the returned goods (or within 14 days of you providing proof of return), using the same payment method as your original purchase, unless you have expressly agreed otherwise. No fee will be charged for the reimbursement.

If your order was subject to a Wine Club subscription, please refer to our Wine Club
terms for specific cancellation and refund provisions.

6. Wine Club Subscriptions

You may cancel your Wine Club subscription at any time by contacting us at contact@odewinery.com.
Cancellation will take effect before the next scheduled dispatch. Orders already processed and dispatched at the time of cancellation cannot be refunded unless they fall within the provisions of Section 3 above.

7. Governing Law

This policy is governed by Portuguese law and is subject to the jurisdiction of the Portuguese courts. Your statutory rights as a consumer under EU and Portuguese law are not affected by anything in this policy.

8. Contact Us

For any questions about returns, cancellations, or refunds, please contact:

ODE Winery
Rua Coronel Lopes Mateus, 13
Vila Chã de Ourique, Cartaxo, Portugal
Email: contact@odewinery.com
Phone: +351 912 466 868

Last updated: April 2026