1. IS IT POSSIBLE TO RETURN OR EXCHANGE A PRODUCT PURCHASED ON THE SITE?
After receiving the order, the user can return or exchange the products purchased through the FRESHWOOD website within 15 calendar days (weekends and holidays included).
2. RETURNS OR EXCHANGES REQUIREMENTS
FRESHWOOD only accepts returns or exchanges if the shipping package has not been opened, as the products are intended for the food sector.
FRESHWOOD requests that returned products are in a resaleable condition.
The products must not be used. That is, they must not be or have been in contact with any type of food or item;
The product must not be damaged;
The product must be returned to FRESHWOOD properly packaged as received by the user;
Sending proof of purchase together with returned products (order dispatch confirmation email);
If the product returned for exchange or return does not meet the conditions described above, FRESHWOOD will contact the customer/user;
At the time of return or exchange, the user must specify all the details of the order (order number, date on which it was made, name of the person/company and email contact associated with the order), the reason for which return and what you want with the return, or the reason for the exchange and which product(s) you wish to exchange.
3. FRESHWOOD RETURNS AND EXCHANGES POLICY
FRESHWOOD wants users to be satisfied with the products purchased and understands that sometimes the product does not meet the user’s expectations.
If upon receipt of the order, the user finds that the product is damaged or does not meet his/her expectations, he/she should contact FRESHWOOD as soon as possible.
To return or exchange (excluding product damage), the user must ensure that the product meets the Returns and Exchanges Requirements.
FRESHWOOD does not cover transport costs for optional returns or exchanges and is not responsible for lost parcels during transport. FRESHWOOD only covers transport costs in the case of returns for damage to the shipped product.
FRESHWOOD does not offer refunds for products purchased by the user in the case of returns and exchanges. The amount from the return or exchange will be credited to the user’s account for future purchases.
FRESHWOOD requires proof of purchase to proceed with the credit or exchange. This is usually the order number provided in the Order Confirmation email or the package lot number, and this number can be found on the package surrounding the shipped products. FRESHWOOD supports any customer/user. However, if the necessary information is not provided, FRESHWOOD can refuse credit or exchange as requested without affecting the user’s statutory rights.
FRESHWOOD does not accept returns or exchanges after the stipulated period. The user must ensure that the products received correspond to the products ordered and that they guarantee customer/user satisfaction before damaging and discarding the packaging. Any products returned without a return form or order number cannot be credited or exchanged.
4. RETURN OR EXCHANGE A PRODUCT (IN PORTUGAL)
To make a return or exchange of products nationwide, FRESHWOOD suggests using the CTT Expresso para Amanhã method (FRESHWOOD’s standard shipping method).
The user must pack the products to be appropriately returned as received, go to a CTT point or request collection at the user’s address. The user must check the criteria on the CTT website (www.ctt.pt/particulares /enviar/para-portugal/encomendas-expresso/expresso-para-tomorrow) for sending orders, namely the weight of the order.
Returns must be made to:
FWFI – FRESHWOOD FORMS INDUSTRY, LDA
Rua Damaso Luís dos Santos, Lot 7
Industrial Area of Vieira de Leiria
2430-600 Vieira de Leiria
5. RETURN OR EXCHANGE A PRODUCT (OUT OF PORTUGAL)
To make a return or exchange of products internationally, FRESHWOOD suggests using CTT Expresso or DHL (the shipping method used by FRESHWOOD when the order is not eligible for shipping via CTT).
The user must pack the products to be appropriately returned as received and go to a CTT point, a DHL ServicePoint or request collection at the user’s address. On the DHL website (www.dhlexpresspt.com/como-enviar/), the user must check the criteria for sending orders.
Returns must be made to:
FWFI – FRESHWOOD FORMS INDUSTRY, LDA
Rua Damaso Luís dos Santos, Lot 7
Industrial Area of Vieira de Leiria
2430-600 Vieira de Leiria
6. DID FRESHWOOD RECEIVE MY RETURN/EXCHANGE?
The user must keep the proof of return whenever making a return or an exchange. On the receipt, you will find the tracking code of the returned order.
To confirm the order’s delivery to FRESHWOOD, the user must enter the tracking code of their shipment in the chosen carrier.
7. CHANGE AND/OR CANCEL THE ORDER AFTER FINALIZED
The FRESHWOOD system was designed so that orders reach the customer as quickly as possible after the order is completed. So that FRESHWOOD can ship the order on the same business day (for orders completed before 2 pm) or on the next business day (for orders completed after 2 pm).
Although the system is automated and in a chain, if the user wants to change the order, he must contact FRESHWOOD as soon as possible after completing the order.
You can contact us by phone, email, or our contact page (Contact us) by filling out the form. When contacting by email or using the online form, the user must mention the order number and delivery address.
If the shipping team has already prepared the order, FRESHWOOD does not guarantee that it will be able to change the order.
If the order has already been shipped or if the user has already received the order, please check the FRESHWOOD Return and Exchange Policy.