Refund And Returns Policy

1. Right of Withdrawal
Under Decree-Law No. 24/2014, consumers have the right to withdraw from the contract within 14 days of receiving their order, without the need to provide a reason. This right applies only to non-food products.
For reasons of food safety and hygiene, food products — including ZAIDA Tea infusions and teas — cannot be returned, exchanged or refunded after delivery, except in cases of proven defect, transport damage or shipping error.

2. How to Proceed
To request a return or report an issue with an order, the customer must:
Send an email to [email protected] with the subject “Return – Order #[number]”
Include the order number and reason for the return
Attach photographs of the packaging and product, showing their condition at the moment of delivery (unopened, undamaged and unused)
Wait for confirmation and instructions from the ZAIDA Tea team
Photographs may be requested before the return is accepted in order to ensure compliance with food safety regulations.

3. Return Conditions
The product must be returned in perfect condition, unopened, unused and in its original sealed packaging.
Returns will not be accepted for products that are:
Opened, used or with tampered safety seals
Personalised
Food items (infusions or teas) that have been opened after delivery
The cost of return shipping is the responsibility of the customer.

4. Refunds
After receiving and verifying the returned products, the refund will be issued through the same payment method used for the purchase, within a maximum of 14 working days.
In cases of defective or incorrect products, the refund or replacement will be carried out at no additional cost to the customer.

5. Exchanges
ZAIDA Tea does not offer direct exchanges nor accept exchanges of food products for safety and hygiene reasons.
For non-food items (such as accessories), customers may exercise their right of withdrawal within 14 days of delivery, provided the item is returned in perfect condition as described above.