Refund policy

Return Policy

We have a 14-day return policy. This means you have 14 consecutive days after receiving your item to notify us of your intention to return it, under your Right of Withdrawal.

After informing us of your decision to withdraw from the purchase, you have an additional 14 days to physically return the product.

To be eligible for a return, your item must be in the same condition that you received it, unused and unworn, with all original tags attached and in its original packaging. You must also provide the receipt or proof of purchase.

To initiate a return, please contact us at info@torra.pt. Please note that returns must be sent to the following address:

TORRA ROASTING & COFFEE
TRAVESSA DO CONDE DA PONTE 1
ALCÂNTARA – 1300-141 – LISBON – PT

Items returned without prior communication and authorization will not be accepted.

If you have any questions, you can always contact us at info@torra.pt.

 

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / Non-Returnable Items

The right of withdrawal does not apply to all purchases. Certain types of items cannot be returned, including:

• Goods made to the consumer’s specifications or clearly personalized items.

• Goods that, by their nature, cannot be returned or are liable to deteriorate or expire rapidly, such as food products or flowers.

• Sealed goods that are not suitable for return due to health protection or hygiene reasons once opened after delivery, such as underwear or earphones.

Please contact us if you have any questions about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

The fastest way to ensure you receive the item you want is to return the original item. Once the return is accepted, you may place a separate order for the new item.

 

14-Day European Union Cooling-Off Period

If your order is delivered within the European Union, you have the right to cancel or return your order within 14 consecutive days for any reason and without providing justification.

The period begins on the day you acquire physical possession of the goods or, in the case of multiple goods delivered separately, from the day you acquire physical possession of the last item.

As mentioned above, the item must be returned in the same condition in which you received it, unused and unworn, with all original tags attached and in its original packaging. Proof of purchase is also required.

 

Refunds

We will notify you once we have received and inspected your return, and inform you whether the refund has been approved.

If approved, you will be automatically refunded via your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since your return was approved, please contact us at info@torra.pt.