Returns and Refunds Policy

1. Right of Free Resolution (14 days) In accordance with Decree-Law no. 24/2014, of February 14 (and applicable European legislation), you have the right to cancel the sales contract without giving any reason, within 14 days from the date on which you physically receive the order (or the last item, in the case of multiple orders delivered separately).

To exercise this right, you must inform us of your decision to cancel by sending an unambiguous statement via email to help@exiniac.com

You can use the cancellation form template available here: [link to the PDF or online form – you can create a simple one in Google Forms or download the official template from the Directorate-General for Consumers].

2. Return of goods. After communicating the cancellation, you have an additional 14 days to return the products. The return costs are your responsibility, unless we agree to bear these costs.

Products must be returned in their original condition, with intact packaging (unopened for hygiene reasons), accompanied by the invoice/receipt and, if possible, in the original packaging.

3. Exceptions to the right of free resolution Under Article 17 of Decree-Law no. 24/2014, the right of free resolution does not apply to:

  • Sealed goods that are not suitable for return due to health protection or hygiene reasons if unsealed after delivery.

  • Goods which, after delivery, are inseparably mixed with other items.

 

For reasons of hygiene and food safety, we do not accept returns of bottles or packages that have been opened.

4. Refund After we receive the returned merchandise and confirm that it meets the above conditions, we will refund all payments received, including standard shipping costs (excluding additional shipping costs you may have chosen), within a maximum of 30 days.

The refund will be made using the same payment method used for the purchase, unless expressly agreed otherwise.

5. Defective, non-conforming products or shipping errors. If the product received is defective, damaged, does not match the description or was sent by mistake, please contact us immediately (within a maximum of 2 months after detecting the problem). In these cases:

  • You are entitled to repair, replacement, price reduction or a full refund (as applicable).

  • We will bear the return and reshipment costs.

  • Send photos of the problem to help@exiniac.com for quick analysis.

 

6. Contacts For any questions related to returns or refunds:

Email: info@exiniac.com

Phone/WhatsApp: +351913900280

Return address: Rua Major Neutel de Abreu nave 1; Complexo Empresarial SONUMA;

3260-427 Figueiró dos Vinhos

 

Last updated: February 2026