Returns and Refunds Policy
Last updated: 31 October 2026
At Vadio Wines we want you to be completely happy with your purchase. If you are not, we are here to help. This policy applies to purchases made by consumers in the vadio.pt online shop.
1. Right of withdrawal
Under Portuguese Decree-Law no. 24/2014 of 14 February, you may withdraw from your purchase without giving any reason. The law gives you 14 days; at Vadio we give you 30 days, counted from the day you receive the order (or a third party you designate, other than the carrier, receives it). If the order arrives in several deliveries, the period counts from the last one.
2. How to exercise the right of withdrawal
You can tell us about your decision in any of these ways:
- using the Withdraw from contract here button on this page (section 9);
- by email to geral@vadio.pt, giving your order number;
- by letter, using the model form at the end of this page (its use is not mandatory), or by any other unequivocal statement.
It is enough that you send your communication before the period expires. We will email you an acknowledgement of receipt and, within 2 working days, the instructions for the return.
3. Returning the products
After telling us about your decision, you have 14 days to send the products back to Vadio Wines, Unipessoal, Lda., Rua Dr. Manuel Rodrigues, n.º 28A, 3780-594 Vilarinho do Bairro, Portugal, or to the address we give you.
Bottles must be returned unopened, with capsule and cork intact, preferably in the original packaging and well protected. For health protection reasons, the right of withdrawal does not apply to bottles opened after delivery (Article 17(1)(e) of Decree-Law no. 24/2014). You are liable for any loss of value resulting from handling beyond what is necessary to establish the nature and characteristics of the products.
The direct cost of returning the products is borne by the customer, except where the product is defective or was sent in error; in those cases Vadio Wines covers all costs.
4. Refund
We refund all payments received, including the original delivery costs (up to the cost of the cheapest standard delivery we offer), within 14 days of the day we are informed of your decision. We use the same payment method as the purchase, unless you expressly agree otherwise, at no cost to you.
We may withhold the refund until we have received the products back or until you have supplied proof of having sent them, whichever is earlier.
5. Perpetuum Club
When you join the Perpetuum Club, the 30-day period counts from receipt of the first shipment. The subscription can be cancelled at any time, free of charge, with effect before the next renewal, as set out in section 13 of the Terms and Conditions.
6. Damaged, wrong or defective bottles
All products carry the 3-year legal guarantee of conformity from delivery under Portuguese Decree-Law no. 84/2021 of 18 October. If you receive a broken bottle, a wrong product or a faulty wine (for example, cork taint), contact us as soon as possible with a photo and your order number. We will replace the product or refund the amount paid, at no cost to you, including shipping.
If the lack of conformity becomes apparent within 30 days of delivery, you may ask for immediate replacement of the product or termination of the contract. These rights are independent of the right of withdrawal and are not affected by this policy.
7. Order damaged on delivery
If the package is visibly damaged on delivery, we recommend that you refuse it or record the damage with the carrier, and let us know straight away at geral@vadio.pt. This recommendation does not limit your rights.
8. Complaints and dispute resolution
You can make a complaint at geral@vadio.pt or in the Portuguese Electronic Complaints Book. In the event of a consumer dispute, you can turn to CNIACC, the national consumer arbitration centre (www.cniacc.pt). More information on the Portuguese Consumer Portal.
9. Withdraw online
You can exercise your right of withdrawal directly here. After clicking the button, enter your name, the email address where you want to receive the acknowledgement and your order number, then confirm. We will immediately email you an acknowledgement with the content of your statement and the date and time it was sent.
10. Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Vadio Wines, Unipessoal, Lda., Rua Dr. Manuel Rodrigues, n.º 28A, 3780-594 Vilarinho do Bairro, Portugal, geral@vadio.pt
I hereby give notice that I withdraw from my contract of sale of the following goods:
Order number: ______________________
Ordered on (date): ___/___/______ · Received on (date): ___/___/______
Name of consumer: ______________________
Address of consumer: ______________________
Signature of consumer (only if this form is sent on paper): ______________________
Date: ___/___/______