Returns & Refunds

FOURTEEN DAYS, TWO EXCEPTIONS

You have 14 days to change your mind about most of what we sell. Food that has been opened and digital files that have been downloaded are the two exceptions, and both are explained here rather than buried in the terms.

THE 14-DAY WITHDRAWAL RIGHT

Under European consumer law you may withdraw from a distance purchase without giving any reason. The period is 14 days from the day you, or somebody you nominated, physically receive the goods. If an order arrives in more than one parcel, the clock starts on the last one. You tell us inside those 14 days, and then you have a further 14 days to send the items back. You can use our withdrawal form, or simply say so in an e-mail.

HOW TO RETURN SOMETHING

1. Write to portugal@ohmycodtours.com with your order number and which items are coming back. A sentence is enough; you do not owe us a reason.
2. We reply with the return address and, where we are covering the cost, a collection or a prepaid label.
3. Pack the items in their original packaging, with any seal intact, protected well enough to survive the trip back.
4. Send them within 14 days of telling us, and keep the proof of postage until the refund appears. It is the only evidence the parcel left your hands.
5. We confirm by email the day the return reaches us.

CONDITION OF RETURNED ITEMS

Items must come back unused and in the condition you received them, with labels, seals and packaging intact. You may handle a product as you would in a shop — open the box, look at an apron, check a size — but not use it. If an item comes back with a value visibly reduced by handling beyond that, we may deduct the difference from the refund, and we will tell you the amount and the reason before we do it.

FOOD: THE HYGIENE EXCEPTION

Sealed food products can be returned inside the 14-day window like anything else. Once the seal is broken they cannot: a food product that has been opened cannot be resold, and the law excludes it from the withdrawal right for reasons of health protection and hygiene. This is not a shop policy we could waive. It does not apply when something is wrong with the product itself — damaged in transit, past its date, not what you ordered, or not matching what the page said. In those cases you are covered regardless of the seal.

DIGITAL: THE DOWNLOAD EXCEPTION

E-books and guides are digital content delivered immediately. Before the download starts you are asked to confirm two things: that you want the file straight away, and that you understand this waives your 14-day withdrawal right for it. That confirmation is what closes the return, and it is why the checkbox exists instead of being assumed. If you bought the wrong guide and have not downloaded anything, the purchase can still be cancelled and refunded — write to us. If a file is corrupt or will not open, that is a fault, not a change of mind, and we fix it or refund it.

DAMAGED, FAULTY OR WRONG ITEMS

Tell us within 48 hours if you can, with your order number and photographs of the item and the outer box. We replace it or refund you in full, including the original shipping, and we cover the return cost and arrange the collection. None of the conditions above apply here, seals included. Separately from the 14-day withdrawal right, you keep the legal guarantee of conformity on physical goods for the period set by Portuguese law — that is a different right with a longer clock, and it is set out in the Terms & Conditions.

WHO PAYS FOR THE RETURN

If you are simply changing your mind: return postage is yours unless the item arrived damaged or wrong. If the return is our fault — damaged, faulty, wrong item, wrong description — we pay the return in full and organise the collection, so you do not have to queue anywhere or advance any money.

REFUNDS

We refund within 14 days of receiving the returned items, or of your proof that you sent them, whichever comes first. The refund goes back to the method you paid with — we cannot send it somewhere else. Card refunds usually appear 5 to 10 working days working days after we process them; that delay belongs to your bank, not to us. If you return part of an order, the original shipping is refunded only when the whole order comes back. You receive an email the moment the refund leaves our side.

RETURN ADDRESS

Oh! My Cod Shop, Rua dos Bacalhoeiros 14, 5.º dto, 1100-070 Lisboa, Portugal

Start a return →