Legal
Returns & Right of Withdrawal
Last updated: 26 July 2026 · Currently published in English only.
Submitting a pre-order request doesn't take any payment — a sale is only agreed once we've confirmed availability and pricing with you directly. This page explains your rights once that happens: if you're a consumer ordering from within the EU, the law gives you a 14-day right to change your mind on most purchases — with a few exceptions that matter a lot for a food shop like ours.
1. Your 14-day right of withdrawal
Once a sale is confirmed, you can withdraw from it within 14 days of receiving your goods, without giving any reason. To exercise this right, tell us clearly before the deadline — an email to contact@saboresaudade.com stating your order details and that you wish to withdraw is enough. There's no required form.
If you withdraw, we'll refund everything you paid, including the standard delivery cost (if you chose an upgraded delivery option, we only refund the cost of standard delivery), within 14 days of being informed — though we may withhold the refund until we've received the goods back, or you've provided proof of return shipment, whichever is earlier.
2. Returning goods
Send goods back within 14 days of telling us you're withdrawing. You are responsible for the direct cost of returning the goods, and for their condition — you're liable for any loss in value caused by handling beyond what's needed to check the item, the way you would in a physical shop.
Refunds are made to your original payment method, as agreed when your order was confirmed.
3. What's excluded from the right of withdrawal
EU consumer law (Directive 2011/83/EU, Article 16) excludes certain goods from the right of withdrawal because of their nature. This applies directly to much of what we sell:
- Food and perishable goods. Items that are liable to deteriorate or expire rapidly — including our coffee, fresh or perishable pantry items, and similar products — cannot be withdrawn from once delivered.
- Sealed goods for hygiene reasons. Any sealed product that isn't suitable for return for health or hygiene reasons once you've unsealed it after delivery — this covers most of our food and drink packaging.
Non-food items — apparel, accessories, and gifts — remain covered by the standard 14-day right of withdrawal described above, as long as they're returned unused, unwashed, and with tags attached where applicable.
4. Faulty or incorrect items
The exclusions above are about changing your mind — they don't affect your rights if something arrives damaged, faulty, or different from what you ordered. In that case, contact us at contact@saboresaudade.com with photos where possible, and we'll arrange a replacement or refund at no cost to you, in line with your statutory rights under Belgian and EU consumer law.