We are committed to delivering high-quality products and our customers’ complete satisfaction is our goal. We work with the best carriers available on the market to ensure this.
All our products are stored in a temperature-controlled environment and are in excellent condition when they leave our distribution center.
IF YOU RECEIVE A DAMAGED PACKAGE
Upon delivery of your order, you must inspect all packages and report any visible damage to the carrier. If a bottle breaks during transit, you must contact us at bonjour@portovintage.com within 48 hours of receipt so we can file a claim with the carrier. We may require photos of the damaged package, so please take them. The original box must be kept, and if you wish to return the package, the contents must remain exactly as received. We will arrange pickup, send a replacement shipment with missing bottles, or refund the missing bottles, according to your request.
IF YOU ORDERED TOO MUCH
To help with event planning, we accept returns of unopened wine bottles. If any wine remains after an event, you may return those bottles along with your sales invoice. We will inspect your return and refund the value of those bottles within one week of receipt. Returns must follow the “How to return products” procedure described below.
IF YOU FIND A DEFECTIVE PRODUCT
We guarantee all products we sell. Simply contact our customer support team at bonjour@portovintage.com explaining the issue, and we will follow the “How to return products” procedure. Defective items are subject to our evaluation, or if needed, the producers’ evaluation, with no guarantee of acceptance. If the product is in a condition to be resold or returned as delivered, the claim is accepted and the product is replaced or refunded as explained under “How we issue refunds and exchanges.”
IF YOU FIND A DEFECTIVE BOTTLE
If you open a bottle and discover it is defective, keep the cork and note the lot number (usually on the back label). Then report it to our customer support at bonjour@portovintage.com. We may ask you to send the cork back; in that case, you can mail it in an envelope to the address on your invoice.
Based on the lot number or cork received, we will inform you of our decision. If the claim is accepted, we will issue a voucher for the bottle or replace it with another of the same wine, depending on your choice.
IF YOU REFUSE OR CANNOT RECEIVE THE ORDER
We will always make a second delivery attempt if you cannot receive the original order, but please track your shipment via the provided link to avoid back-and-forth. The cost of the second delivery attempt will be on us; a third shipment will be at your expense.
Orders refused by the customer will be canceled and refunded for the amount paid, less shipping costs and customs fees if applicable.
Orders returned twice marked “undeliverable” will be canceled and refunded (less fees), or resent if the customer covers the cost.
HOW TO RETURN PRODUCTS
If you wish to return products, contact our customer support team within 30 days of purchase. Do not return wines without prior approval.
All requests must be emailed to bonjour@portovintage.com including your order ID and reason for return.
Once approved, you may ship the products back to our warehouse. The return address is on your invoice. If you need us to arrange collection, we can do so with our carrier at your expense.
WHO PAYS RETURN SHIPPING COSTS
We will cover all costs for damaged or misdelivered products. If you choose to return for other reasons, follow the “How to return products” procedure, sending the items in the original box to:
Rua Carlos Mayer 6A | 1700-102 Lisbon - Portugal
HOW WE ISSUE REFUNDS AND EXCHANGES
Defective products may be exchanged for items of equal or greater value. Refunds are issued to the original payment method or via voucher, per the customer’s choice and within 7 days of return.