Returns & Refunds Policy

 Across Algae (hereinafter referred to as "Seller") is committed to providing high-quality products to its customers. However, if the customer is not completely satisfied with their purchase, they may exercise their right of return under the terms described below, in accordance with current Portuguese legislation (Decree-Law no. 24/2014).

 

1. Return Periods and Eligibility

The possibility of return depends on the type of product purchased and its condition upon receipt:

  • Food and Supplements:
    Due to reasons of hygiene, food safety, and public health protection, the right of free resolution is not applicable to food and supplements after their delivery.
    These products can only be returned or refunded if they show visible damage, defects, or non-conformity upon receipt.

  • Cosmetic Products:
    As a commercial guarantee, cosmetic products may be returned within 30 (thirty) consecutive days, counted from the date of receipt of the order, provided they fully comply with the conditions described in point 2.

After the indicated deadlines, no return requests will be accepted.

 

2. Acceptance Conditions (Product Condition)

Whenever legally admissible, returns will only be accepted if they strictly comply with the following conditions:

  • The product must be in its original, intact, and sealed packaging;

  • The product must not have been opened, used, tried, or show signs of use;

  • All labels, tags, manuals, and any offers sent with the original order must be included.

Important note:
We reserve the right to refuse any return where the product shows signs of packaging violation, opening, or deterioration, as this prevents its resale.

 

3. Return Shipping Costs

Responsibility for shipping costs varies depending on the reason for the return:

  • Defect, damage, or error attributable to the Seller:
    Whenever the return results from a product defect, transport damage, or shipping error (e.g., incorrect product), Across Algae will fully bear the return or collection costs.

  • Admissible returns at the customer's initiative (cosmetics):
    In cases of return of cosmetic products at the customer's decision, the return shipping costs are the responsibility of the customer.

 

4. Return Procedure

To initiate a return request, the customer must:

  1. Send an email to apoio.cliente@acrossalgae.pt, indicating:

    • Order number

    • Product(s) concerned

    • Reason for the request

  2. Await a response from the Customer Support team, who will provide detailed instructions and the shipping address.

  3. Carefully package the product and proceed with shipping as instructed.

It is recommended that the customer keep the shipping receipt until the process is completed.

 

5. Refunds

Upon receipt of the returned product, its condition will be verified:

  • If the product meets all applicable conditions, the refund will be processed within a maximum of 14 days.

  • The refund will be made using the same payment method used for the purchase, unless technically impossible, in which case the customer's IBAN will be requested.

If the return is considered non-compliant, the product may be re-sent to the customer, with the respective shipping costs borne by the customer.

 

6. Exchanges

The online store does not carry out direct exchanges of products.

If the customer wishes to purchase a different item, they must:

  • Proceed with the return of the eligible product (when applicable), and

  • Place a new order through the online store.

 

7. Defective Products

If, upon delivery, the customer detects that the product has visible damage, damaged packaging, or anomalies, they must:

  • Contact Across Algae as soon as possible, preferably within 48 hours after receipt;

  • Send an email to apoio.cliente@acrossalgae.pt, attaching, whenever possible, photographic evidence.

Failure to comply with this procedure may jeopardize the acceptance of the complaint.