Terugbetalingsbeleid

We have a 30-day return policy, which means that you have 30 days after receiving your item to request a return. The item must be in the same condition in which you received it, unused, with its labels and in its original packaging, in order for the return to be accepted. You will also need to provide the receipt or proof of purchase.

To initiate a return, you can contact us at: aceitedeoliva@portoli.com.

Please note that returns must be sent to the following address: C. San Antonio, 7, 23450 Ibros, Jaén, Spain.

For orders shipped from our warehouse in Belgium, the return must be sent to the following address: Rue Haut Husquet nº68, 4820 Verviers, Belgium.

If the return is accepted, we will send you a return label as well as instructions on how and where to send the package. Items returned without a prior return request will not be accepted.

For any questions regarding returns, you can contact us at: aceitedeoliva@portoli.com.

Damages and issues

Please check your order upon receipt and contact us immediately if the item is defective, damaged, or if you have received the wrong item, so that we can assess the issue and provide a solution.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as perishable goods, including food, flowers or plants, custom-made products, including special or personalised orders, and personal care items, such as beauty products. We also do not accept returns of hazardous materials, flammable liquids or gases.

If you have any questions regarding a specific item, please contact us.

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

Exchanges

The fastest way to ensure you get what you want is to return the item you have and, once the return has been accepted, make a separate new purchase.

14-day right of withdrawal in the European Union

Without prejudice to the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

As stated above, the item must be in the same condition in which you received it, unused, with its labels and in its original packaging. You will also need to provide the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return, and we will let you know whether the refund has been approved or not.

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

If more than 15 business days have passed since your return was approved, please contact us at: aceitedeoliva@portoli.com.