2.1 ORDERING AND PURCHASING PROCESS

2.1.1 DEADLINE AND PA YMENT METHODS

After completion of the order process in the customer's personal account, the customer has a period, indicated in the selected payment method, to proceed to payment. After this deadline, if there is no confirmation of payment and has not been selected the option to send the order, the order will be canceled. The Unique Flavours provides payment methods for purchases made in the online store, identified in the following elements.

2.1.2 CREDIT CARD

The customer can pay by credit card and enjoy the advantages of liquidity and payment terms that your bank offers. All transactions on our website are secure.

2.1.3 IS IT SAFE TO MAKE AN ONLINE PAYMENT WITH YOUR CREDIT CARD?

Unique Flavours uses a sophisticated mechanism for detecting and preventing actions indicative of fraud. Through this solution, it is possible to verify the authenticity of payments made online, while safeguarding the integrity and security of customer data and customer identification.

This security is made possible by SSL (Secure Socket Layer) technology, which encrypts communications produced between the customer's computer and our server, so that they cannot be intercepted. As such, Unique Flavours reserves the right to refuse payment for an order for a transaction that is considered illegal. Any and all activities considered illegal will be immediately reported to the appropriate authorities.

2.1.4 HOW DOES THE PAYMENT BY CREDIT CARD?

After selecting the option to pay by credit card and clicking on "Checkout", the customer will be redirected to the page of the entity that ensures the payment operation, where you must provide the necessary data from your credit card, including its number, expiration date and security code, and click on the button "I validate my payment".

If the payment is refused, a message indicating the error will be displayed to the customer in the shopping cart window. In these situations, we suggest that you try again, and if the problem persists, we recommend that you contact your bank or credit card issuer for more information.

Once the payment is made, the amount will be debited from the customer's credit card account. If, for any reason, it is necessary to cancel all or part of the order, the corresponding amount will be refunded within five working days. The transaction will be reflected on the customer's credit card statement after three business days from the date it was made. Note: Payments are always made in euros, even when prices are shown in other currencies. Some banks may charge exchange rates. Unique Flavours is totally unaware of this fact and assumes no responsibility for it.

2.1.5 PAYPAL

Payment by PayPal is a secure method of payment used worldwide. For more information about this payment method, please visit www.paypal.com. Note: Unique Flavours does not store any login data of the customer's PayPal account.

2.1.6 ATM MACHINES

Payments by ATM can be made through the ATM network or through your Homebanking.

At the end of your order, an ATM reference will be generated. The customer will receive this reference in the order confirmation email, although it is also available in "Order Details", in the "Orders" tab in the customer's Unique Flavours account. To make the payment at an ATM, the customer must select the option "Payment of Services/Purchases" and enter the corresponding entity, reference and value. The order will foreseeably be shipped the same day if payment is made by 2pm on a business day. Orders paid after that time will probably be shipped the next business day.

Warning: since the bank reference generated for payment has a limited validity period, if payment is not made within this period the order will be cancelled.

2.1.7 MB WAY

The MB WAY app is SIBS' digital solution to simplify mobile payments. By associating your mobile number with your bank card you can send, receive and request money, split bills, make purchases online and in physical stores, with QR Code MB WAY. (Visit the MB WAY website and find out how to join this new service).

When paying for your order choose the MB WAY option and enter the mobile number associated with your MB WAY.

A confirmation request is sent to the MB WAY app, associated with your number, which should be done within the indicated time.

Once you have completed the process, payment of your order will have been successfully made.

2.2 DELIVERY PROCESS

Once the order has been shipped, the customer will receive a confirmation email with the respective invoice, the shipping number assigned and a link to track the order on the carrier's website. Trying to track your order online when you receive the shipping confirmation email may not return any results. The shipping information may take up to 24 hours from the receipt of the shipping confirmation to be updated on the website of the carrier without any liability to Unique Flavours. Orders are delivered Monday through Friday, except on local or national holidays, at the address that the customer indicates when placing the orders. The customer can receive the order wherever he wants (except in P.O. boxes). To do so, all you need to do is provide the address where you will be present between 9 a.m. and 1 p.m. on the day of delivery. An attempt of delivery will be made, at the address indicated by the customer, by a courier of the chosen transport service.

The orders placed on Fridays, if they have products that need cold, will be sent on the Monday immediately after the weekend so that the products are not exposed to room temperature for more than 24 hours.

Warning: It is not possible to choose a specific delivery time, since it will be conditioned by the courier's route on the delivery day, which is defined by the transport service. Providing an incorrect or incomplete delivery address may result in the order being returned to Unique Flavours and lead to additional costs to the customer, so it is recommended that the customer always make sure that the delivery address given when registering the order is actually correct and complete. Once the order is processed, it is not possible to change the delivery address or the billing data indicated.

2.2.1 UNIQUE FLAVOURS OFFERS THE FOLLOWING DELIVERY SERVICES:

DOMESTIC SHIPMENTS:

CTT EXPRESSO AND MRW

If the customer opts for CTT Expresso or MRW, the order will be sent to the address selected when the order was registered. In case of absence, a new delivery attempt will be made.
If the new attempt is unsuccessful the order will be returned to Unique Flavours. If the delivery address provided by the customer is incorrect or incomplete, including the telephone contact, the courier will have no way to leave a notification to the customer, so the order will immediately enter the process of returning to Unique Flavours.

INTEGRATION (TEMPERATURE CONTROLLED/COLD TRANSPORT)

Goods sensitive to weather conditions, such as food products, pharmaceutical products or other types of products, such as flowers or beverages, require specific land transport solutions, such as controlled temperature transport, in addition to special care in handling and storage.

To ensure a perfect conservation of transported products, Unique Flavours makes available to the customer a controlled temperature delivery service of Integra (Friopaq from 2º to 8º). Integra's service uses vehicles with refrigeration equipment and thermal insulation that protects the goods from temperature fluctuations, reducing the risk of deterioration of the products since the internal temperature is set according to their requirements.

NOTE: If the customer chooses the normal shipping service (CTT express or MRW) for orders with products that may perish with high temperatures, Unique Flavours is not responsible for damage and/or deterioration that may occur in them until they are delivered to the customer.

INTERNATIONAL SHIPMENTS

DHL EXPRESS

The DHL Express service is ideal for urgent international orders, delivered in the fastest possible door-to-door freight transit time.

Using the first available outbound flight, this service enables expedited customs clearance and processing at origin and destination, with transit times of 1-2 business days.

Shipments of alcoholic beverages are not permitted.

2.3 DELIVERY TIMES

CONTINENTAL PORTUGAL

Once your order is shipped, Unique Flavours guarantees a delivery time of one working day (24h), except if the delivery address is in a remote area. In this case, the delivery time may be two working days (48h). If the customer chooses temperature-controlled transportation, the delivery time may extend beyond 48 hours.

MADEIRA AND AZORES

The delivery time may be 5 to 6 working days to São Miguel and Funchal, and 9 to 15 days to other islands of the archipelagos.

WARNING: Delivery times are indicative and, therefore, are only considered valid when there are no physical or structural impediments (example: incorrect addresses or force majeure mishaps such as strikes, loss of connection, bad weather, etc.).

2.4 SHIPPING COSTS

Valid for Continental Portugal:

  • 4,95€ for orders with value up to 40€ (weight limit:10Kg);
  • Free for orders over 40€ (weight limit: 10kg);

Valid for Azores and Madeira:

  • 20,50€ for orders up to 5kg;
  • 36,70€ for orders between 5 to 10kg;

Valid for main European countries:

  • 25.75€ for orders up to 5 kg;
  • 38,99€ for orders between 5 to 10kg;
  • 58,79€ for orders between 10 to 15kg.

All these prices already include VAT at the legal rate in force. Regardless of the minimum value established to obtain free delivery service, some countries may present a minimum value per order. It is not possible to register an order with a value lower than the one previously indicated.

2.4.1 REFUND OF SHIPPING COSTS

There are three possible situations in which you can ask for a refund of shipping costs of the order:

  1. i) Non-delivery of the order for reasons attributable to Unique Flavours or the carrier: the customer will be fully reimbursed for the amount that may have paid as shipping costs. An employee of the returns and refunds area of the Customer Service of Unique Flavours will contact the customer to confirm the right to reimbursement of postage and to provide any additional clarification on this issue.
  2. ii) Error in (s) product (s) shipped (s) or dispatch of product (s) with defect: the customer will be fully refunded the amount you have paid for postage only if the error or defect is in all products shipped. For more information on this subject, see point 2.11.

iii) Right to Free Contract Resolution: in compliance with the provisions of Articles 10 and 11 of the legal regime applicable to contracts concluded at a distance and away from business premises, the customer may exercise his right to free contract resolution within 14 days from the day on which he acquires physical possession of the product ordered or, if the order is composed of several items that will be delivered on different days, from the day on which he acquires physical possession of the last of the items delivered. To exercise this right, you should send to Unique Flavours, before the end of the period indicated above, a clear statement of termination of contract and, for this purpose, use the model of Free Resolution available here. The Unique Flavours will make a full refund of the amount that the customer has paid for shipping costs. An employee of the returns and refunds area of the Customer Service of Unique Flavours will contact the customer to confirm the right to reimbursement of postage and to provide any additional clarification on this issue.

Procedures applicable in case of incidents

In the event that a pre-paid order is returned to Unique Flavours for reasons not attributable to Unique Flavours, Unique Flavours will refund the amount paid for the same, including costs related to shipping and return postage. Prepaid orders are those paid by Credit Card, PayPal, ATM or MB Way. The customer may choose to receive a refund in the original payment method or through a refund coupon that can be used in a future order. The coupon will be valid for 12 months from the date it is created. After this time, no refund of any kind will be given. In case the original payment has been made by ATM or Bank Transfer, if you authorize it, the customer will be contacted to, if so desired, provide the bank details needed to make the refund. If the reason for the failed delivery and return of the order is the responsibility of the forwarder, regardless of the payment method chosen, the customer should submit a written complaint that will be analyzed by the forwarder. In case the problem with the delivery was caused by an incorrect or incomplete address, the customer must attach a proof of address (e.g. electricity, water or gas bill) to the complaint.

2.5 ORDER CANCELLATION

You may cancel your order only if it has not yet been paid for and is not yet being processed. If so, all you have to do is access your account, click on "My account" and select the "Orders" option. In the "Order History" column, the customer should select the order he wants to cancel and, in the "Order Details" column, he should click on the "Cancel Order" button. Once the order is cancelled, a confirmation message will be displayed. Order cancellation is possible through this process or by contacting Customer Support, through the e-mail address geral@uflavours.com.

2.6 RETURNS AND EXCHANGE PROCEDURES

2.6.1 RETURNS

If the customer wishes to return one or more items, he/she may do so within 14 days after receiving the order, provided that the products are intact, sealed, complete and in their original packaging, which may not be damaged, altered or scratched. You must ensure that the returned item(s) arrive(s) at the premises listed below within 28 days of delivery. To exercise your right to return an item(s), you should contact Customer Service, specify the order number, description or reference of the item(s) you wish to return and the refund method you would like. The refund can be made through the original method of payment or through a refund coupon, which is valid for 12 months from the date of issue. At the end of the 12-month period, no further refund will be given.

The customer must also take into account whether the product he or she wants to return was purchased as part of a promotional campaign and therefore benefited from a free product. If this is the case, you should return not only the product in question, but also the gift that was given with your purchase. Both products must meet the aforementioned guidelines. It is only possible to return a pack in its entirety. If you wish to return a product that is part of a pack, you must return all of the products that make up the pack. All products must comply with the aforementioned guidelines.

The article(s) should be sent to the following address: Unique Flavours -Rua da Lama n.º 54, R/C 4705-472 Cunha - Braga Portugal. The return of incomplete, damaged or scratched products, as well as products without the original packaging and/or label, or products with signs of having been used, will not be accepted. Neither will be accepted the return of products that have an expiration date of less than one month, nor the return of offers or products exchanged for points. If any article is received under the above conditions or with the shipping company label attached directly to the package, the customer will lose the right to a refund and will have 10 days to collect the article(s) at the above mentioned facilities, bearing the collection costs.

2.6.2 EXCHANGES

The customer must return the item(s), request a refund and make a new purchase. The entire return process is duly described in the item RETURNS.

2.7 REFUND METHODS

Unique Flavours will do its best to refund the customer quickly, safeguarding, however, a maximum period of 15 days from the receipt of the return in the warehouse indicated above. If the payment has been made by credit card, the refund will be made on the card itself and will appear on the next statement of the same. * If the payment has been made by PayPal, the refund will be credited to the respective PayPal account and will be available immediately. * If the payment has been made by ATM or MBway, the customer will be asked to provide the details of the bank account to which you want the refund amount to be transferred.

* *The above mentioned payment methods are not available for all countries. To find out which payment methods are available for the customer's country, please read the information provided above under "Term and Payment Methods". The customer may also choose to be reimbursed via a discount coupon, regardless of the original payment method. The coupon will be valid for 12 months from the date it is created. After that time, no refund of any kind will be given.

2.8 COSTS OF RETURN

If Unique Flavours is notified and it is confirmed that there was an error in the product(s) shipped or a shipment of defective product(s), Unique Flavours will bear the costs of return by collecting, at the delivery address, the product(s) in question. For this, an employee of the returns and refunds area of the Customer Service of Unique Flavours will contact the customer to schedule such a collection and to provide any additional clarification on this subject. In case of exercise of the right to free cancellation of the contract, and whenever the city of delivery address or other selected by the customer provides this service, the customer may, free of charge, return the product(s) in question at the Unique Flavours collection point. For this, a Unique Flavours Customer Service representative of the returns and refunds area will contact the customer to confirm the nearest collection point and to provide any additional clarification on this subject. If the customer chooses to return the order by an alternative means, the costs of such return will be borne by you.

2.8.1 PRODUCT INFORMATION

We strictly follow all the necessary procedures to ensure that all the details, descriptions and prices of the products presented on the site are correct. However, situations may occur where product information, including prices and promotions, has not been correctly posted. In these cases, Unique Flavours reserves the right not to follow up orders with these products. If the customer places an order for these products, the Customer Support team will contact him and inform him of the impossibility of proceeding with the process. Orders may also not be shipped for other reasons, such as:

  • Out of stock product;
  • Inability to obtain payment authorization;
  • Order considered fraudulent.

All products, campaigns, promotions and offers are limited to the physical stock available and/or the units stipulated for the campaign.

If the order contains a product for which there is no longer physical stock, it will be removed from the order, proceeding, after contact with the customer and if he confirms this desire, to send the remaining products. In the case of one or more products that make up a pack, after contacting the customer to confirm the situation, the pack will be removed from the order in its entirety.

If the order has been paid by Credit Card or PayPal * and contains a product of which there is no longer physical stock, it will be removed from the order, and proceed to send the remaining products to not delay the process. In the case of one or more products that make up a pack, the pack will be removed from the order in its entirety. The customer will always be informed of the change made. Immediately, a refund will be provided in the original form of payment. The customer will be informed by the Customer Service team of both the change to the order and the refund schedule.

If the payment method selected is ATM or MBway and the order contains a product for which there is no longer physical stock, it will be removed from the order, proceeding, after contact with the customer and if he confirms this desire, to send the remaining products. In the case of one or more products that make up a pack, after contact with the customer to confirm the situation, the pack will be removed from the order in its entirety. The refund can be made immediately in the form of a refund coupon that will be valid for 12 months from the date it was created. After this period, there will be no refund of any kind. The customer will be informed by the Customer Service team, by sending a message, of both the change to the order and the refund coupon code. If you would prefer a refund in the original payment method, you can indicate this by replying to the message from our Customer Support team, resending the refund coupon code, along with the details of the bank account to which you wish the refund to be made (bank name, IBAN and SWIFT).

*The above mentioned payment methods are not available for all countries. To know which payment methods are available for the customer's country, please read the information provided above in "Term and Payment Methods".

Unique Flavours may change prices without prior notice. Payments are always made in euros, even when prices are shown in other currencies. Some banks may charge exchange fees. Unique Flavours is totally unaware of this fact and assumes no responsibility for it. The products, information, services and other content provided by or through this page, including but not limited to any products, information, e-mails, services and other content offered by any hyperlink, are provided only in summary or aggregate form. Except as otherwise stated on the page, Unique Flavours does not endorse any specific product or any service offered, advertised or sold on or through this page, including, without limitation, any product or service offered, advertised or sold on or through any hyperlink. Unique Flavours is not responsible for any product or service advertised by third parties and available at any hyperlink as well as for any claims of quality or performance made by those third parties. You are hereby advised that other web sites, including without limitation hyperlinks or pages with a hyperlink to them, may contain material or information that some persons may find inappropriate or offensive, that is inaccurate, false, erroneous or misleading, that is defamatory or libelous, that infringes the rights of others, or that is otherwise unlawful. Unique Flavours expressly disclaims any responsibility for the content, legality, decency or accuracy of any information and any products or services present in any hyperlink or any page with a hyperlink to it.

2.9 SUGGESTIONS AND COMPLAINTS

The opinion of our clients is very important to us, since it allows us to improve the services we provide. Therefore, if for any reason our customers are not satisfied with our services, or if they have any suggestions, we would appreciate if they could take a few minutes to report any situation, preferably by sending a message to the Customer Support service. If the complaint is related to a specific order, customers have 14 days from receipt of the order to contact Customer Service, reporting the problem detected.

If you have received a defective or damaged product, or if the product received is different from the one you actually ordered, you must attach a video to your complaint or, at least, some photographs in which both the problem detected and the condition of the box in which the order was delivered are clearly visible. The customer must also keep in his possession, until otherwise indicated by the Customer Service, both the defective, damaged or exchanged product, and the respective box of the order.

If, at the time of delivery of the order, the external condition of the box is not in perfect condition, the customer must reject the delivery with the risk that the complaint will not be accepted.

2.10 ALTERNATIVE DISPUTE RESOLUTION

In case of dispute, the consumer may resort to the consumer Alternative Dispute Resolution entities identified in the consumer portal, at www.consumidor.pt, or to the online consumer Alternative Dispute Resolution entities identified at https://ec.europa.eu. The alternative dispute resolution entities that currently exist are as follows:

CNIACC - National Center for Information and Arbitration of Consumer Conflicts Generic jurisdiction

E-mail: cniacc@unl.pt

Web: http://www.arbitragemdeconsumo.org

Algarve Center for Information, Mediation and Arbitration of Consumer Conflicts. Geographical area covered - contracts concluded in the District of Faro

E-mail: apoio@consumidoronline.pt

Web: http://www.consumidoronline.pt/

Centro de Arbitragem de Conflitos de Consumo do Distrito de Coimbra Geographical area covered - contracts concluded in the municipalities of: Arganil, Cantanhede, Coimbra, Condeixa-a-Nova, Figueira da Foz, Góis, Lousã, Mira, Miranda do Corvo, Montemor-o-Velho, Oliveira do Hospital, Penacova, Penela, Soure, Tábua, Vila Nova de Poiares.

E-mail: geral@centrodearbitragemdecoimbra.com

Web: http://www.centrodearbitragemdecoimbra.com

Centro de Arbitragem de Conflitos de Consumo de Lisboa Geographical area of coverage - contracts signed in the Lisbon Metropolitan Area: Lisbon, Alcochete, Almada, Amadora, Azambuja, Barreiro, Cascais, Lisbon, Loures, Mafra, Moita, Montijo, Odivelas, Oeiras, Palmela, Seixal, Sesimbra, Setúbal, Sintra and Vila Franca de Xira.

E-mail: juridico@centroarbitragemlisboa.pt / director@centroarbitragemlisboa.pt

Web: http://www.centroarbitragemlisboa.pt

Centro de Informação de Consumo e Arbitragem do Porto Geographical area of coverage - contracts signed in the Metropolitan Area of Porto: Arouca, Espinho, Gondomar, Maia, Matosinhos, Oliveira de Azeméis, Porto, Póvoa de Varzim, Santa Maria da Feira, Santo Tirso, São João da Madeira, Trofa, Vale de Cambra, Valongo, Vila do Conde and Vila Nova de Gaia.

E-mail: cicap@mail.telepac.pt

Web: http://www.cicap.pt

Centro de Arbitragem de Conflitos de Consumo do Vale do Ave / Arbitration Center for Consumer Conflicts of Vale do Ave / Arbitration Court Geographical area of coverage - contracts signed in the municipalities of: Cabeceiras de Basto, Fafe, Felgueiras, Guimarães, Póvoa de Lanhoso, Póvoa de Varzim, Santo Tirso, Trofa, Vila do Conde, Vila Nova de Famalicão, Vizela, Vieira do Minho and Vizela.

E-mail: triave@gmail.com

Web: http://www.triave.pt

CIAB - Center for Information, Arbitration and Consumer Conflicts Geographic area of Amares, Arcos de Valdevez, Barcelos, Braga, Caminha, Esposende, Melgaço, Monção, Montalegre, Paredes de Coura, Ponte da Barca, Póvoa do Lanhoso, Terras do Bouro, Valença, Viana do Castelo, Vila Nova de Cerveira, Vieira do Minho and Vila Verde.

Email: geral@ciab.pt

Web: http://www.ciab.pt

Madeira Consumer Conflict Arbitration Center

Email: centroarbitragem.sras@gov-madeira.pt

Web: https://www.madeira.gov.pt/cacc/

2.11 GUARANTEE

Being one of the fundamental rights of consumers to access to goods and services corresponding to those contracted and with the guarantee of proper operation, Unique Flavours will guarantee, for a period of 12 months from the date of purchase (except in the case of perishable goods), the quality of its products, offering customers, in cases where it proves legitimate, one of the following solutions, in this order:

  1. Repair of the damaged good, guaranteeing correct operation and/or final quality;
  2. Exchange of the good for an equal good;
  3. Exchange of the good for a good similar in characteristics and purpose, as long as agreed with the customer;
  4. Termination of the contract and resulting reimbursement if none of the previous options is possible.

The exercise of the warranty right by the customer will always take place upon presentation of the complaint to the Customer Service and the return of the damaged good or the one that does not correspond to the contracted one.

The Customer Support service will analyze the article in question in order to confirm the effective right to the warranty by the customer, excluding all situations that are proven to result, among others, from:

  • Abusive use, intentional damage or negligent damage by the customer;
  • Normal wear and tear of the product, provided it is within the expected levels declared by the manufacturer;
  • Impossibility of proving the malfunction or defect indicated by the customer;
  • All situations that are detected as attempted fraud.

After the inspection of the received product, the customer will be informed of the follow-up of his order. In cases where there is place to exercise the warranty, Unique Flavours will promote the repair, replacement or refund the item in the shortest possible time, up to 30 days from the notification sent by email to the customer through which will be confirmed the right to activate the product warranty.

Any amount paid will be refunded by the same method of payment used to purchase the product, unless otherwise agreed with the customer.

These provisions are without prejudice to any consumer rights that result directly from the law in force.