Refund policy


Thank you for choosing Algarve Oranges from Sugar Valley Lda. As many of our products are fresh and perishable, please take a moment to review our returns and refunds policy below.

Returns Policy for Perishable Items

We are unable to accept returns on perishable items, such as fresh produce, once they have been delivered. We recommend that you inspect your order upon arrival. If you have any concerns about the condition of your items, please contact us immediately so we can assist you.

European Union – Right of Withdrawal (Perishable Goods)

In accordance with EU consumer law (Directive 2011/83/EU, Article 16(c)), the right of withdrawal does not apply to goods that are liable to deteriorate or expire rapidly.

This includes fresh produce such as fruit, vegetables, dairy, and other perishable food items. These products are therefore excluded from the statutory 14-day right of withdrawal.

For orders containing both perishable and non-perishable goods (such as packaged items or accessories), the right of withdrawal applies only to the non-perishable items.

This does not affect your statutory rights in relation to goods that are faulty, damaged, or not as described.

Returns for Non-Perishable Items

We accept returns on eligible non-perishable products within 14 days of delivery, provided the items are unused and in their original condition.

Once your return is received and approved, we will issue a refund for the product cost. Please note that return shipping costs are not included.

To initiate a return, please contact us at hello@algarveoranges.com. Once approved, we will provide instructions for returning your item. Returns sent without prior approval will not be accepted.

Pre-Order Refund Policy

When placing a pre-order with Algarve Oranges from Sugar Valley, payment is taken in advance to reserve products from our upcoming harvest.

  • Cancellation before shipping: You may cancel your pre-order at any time before shipment for a full refund to your original payment method.
  • After shipping: Once your order has shipped, the standard returns policy applies where applicable.
  • Delivery timeframe: Estimated delivery dates (e.g. November for winter harvest) are provided at the time of purchase. While we aim to meet these dates, they may vary due to harvest conditions. If significant changes occur, you will be notified and given the option to cancel for a full refund.

Damaged or Incorrect Items

Please inspect your order upon delivery. If your order arrives damaged, incorrect, or not as described, please contact us as soon as possible at hello@algarveoranges.com with your order number and clear photos of the issue.

We will assess each case individually and work to resolve it as quickly as possible.

Non-Returnable Items

For hygiene and safety reasons, the following items are non-returnable:

  • Perishable goods (such as fresh produce and plants)
  • Custom or personalised items
  • Personal care products
  • Hazardous materials

Please contact us if you are unsure whether your item is eligible for return.

Sale Items & Gift Cards

Sale items and gift cards are non-returnable and non-refundable.

Exchanges

If you would like to exchange an item, please request a return (if eligible) and place a new order separately.

Refunds

Once we receive and inspect your return, we will notify you of the outcome. If approved, refunds will be processed to your original payment method within 10 business days.

Please note that banks and payment providers may take additional time to complete the transaction. If more than 15 business days have passed since approval, please contact us at hello@algarveoranges.com.