Returns & Exchanges


This policy aims to meet the interests of our customers, ensuring the quality of the service provided, without eliminating the need to read the Commercial Terms and Conditions, available at:  

  1. Pursuant to article 17 of DL nº 24/2014, of February 14, the products sold here, given their susceptibility to deterioration and the fact that they are 100% organic sealed products, are not subject to return.
  2. If the consumer wishes to send a new order, using a transport method other than that normally used by the merchant, he or she is responsible for the shipping costs.
  3. Alternatively, the consumer can request a refund of the amounts paid.
  4. Extabu , Lda will refund the amount paid within a maximum period of 15 days from communication by the consumer, using the same payment method that was used by the consumer in the initial transaction.
  5. In the event of an error in order processing, in which the consumer receives a different product than the one requested, if they wish to send a new order or refund the amounts paid, they must send the product initially received to Rua Amílcar Cabral, 10, 2 Drt, 2835-060 Baixa da Banheira, addressed to Extabu, Lda.

In addition to the conditions specifically referred to in the points mentioned above, the customer will also have to pay attention to whether the product they wish to return was obtained in the context of a promotional campaign and whether, for some reason, they chose a gift product. If this is the case, the customer must return not only the product in question, but also the offer given to them with their purchase. Both products must comply with the instructions previously discussed, otherwise the respective return will not be accepted, in which case the customer will bear the costs of reshipment (or possible destruction), and as such will not have the right to a refund of any amount.

The item(s) must be sent to the following address:

Extabu, Lda

Rua Amílcar Cabral, nº10, 2nd right

2835-060 Baixa da Banheira

The return of incomplete, damaged or damaged products, as well as products without the original packaging and/or label, or products with evidence of having been used, will not be accepted. The following will also not be accepted: the return of products that have an expiration date of less than one month, or of products for personal use, namely, but not limited to, sealed products. Extabu , Lda therefore reserves the right to evaluate the condition of product packaging, deciding whether or not to return the respective items if it is concluded that their packaging is not intact.

Warnings: The lack of any element that prevents the product from being returned to stock for sale, namely the respective label or packaging stickers in the original supply condition, implies its immediate classification as an incomplete product and, as such, the consequent acceptance of return.

Each of the items to be returned must, therefore, be shipped under the conditions listed above, and the freight forwarder's label must be affixed to the original transport box, or another alternative that guarantees the good conservation of the product, and the box must be destroyed after confirming the condition. conservation of the returned product(s).
If any of the conditions previously stated are not met, the customer will lose the right to a refund, in which case they will have 10 days to collect the item(s) in question from the facilities indicated above, bearing the costs of the respective collection.
Collection must be carried out by a freight forwarder hired by the customer as it is not possible for individuals to collect the order in person, even if it is the customer himself.


In general, exchanges are not permitted, and the customer must return the item(s), request a refund and make a new purchase, the latter being subject to the conditions in force at that time. The entire return process is duly described in the Returns item, which is referred to for the purpose of determining the conditions applicable to the acceptance of products to be exchanged.

Refund Methods

Except in situations of returns under the right of free resolution, Extabu, Lda will do its best to reimburse the customer quickly, safeguarding, however, a maximum period of 15 days from receipt of the returned order at the warehouse indicated above. If payment was made by credit card, the refund will be made to the card itself.

If payment was made using one of the other methods available at the time of purchase, and it is not possible to make a refund via the respective original payment method, the customer will be asked to indicate the details of the bank account to which they wish to make the payment. the amount to be refunded is transferred.

Warning: Some payment providers do not allow refunds to be made after a few months of the original payment. In these cases, the customer will be asked to indicate a national bank account to which the due refund must be made. To do so, they must provide a bank receipt identifying the IBAN, the SWIFT code, the name of the banking institution in question, as well as the ownership of the respective account. Extabu , Lda reserves the right not to make the refund until the customer has completed the necessary formalities to confirm account ownership.

Return Costs

Once Extabu, Lda is notified and it is confirmed that an error has occurred in the product(s) shipped or a defective product(s) has been shipped, the company will bear the costs of return via collection, at the address of delivery of the product(s) in question. To this end, an employee from the returns and refunds area of ​​the Extabu, Lda Customer Support service will contact the customer to schedule the aforementioned collection and to provide any additional clarification on this topic.

Questions, complaints and suggestions

If you have any suggestions or questions regarding this Refund Policy and/or any complaints regarding our services, you should contact Extabu, Lda via:

  • Email:
  • By post: Rua Amílcar Cabral, nº10, 2nd right 2835-060 Baixa da Banheira

The means of communication indicated in the previous point do not prejudice the user's right to use the online complaints book, available at:

Fill out the Form: