Terms of service
Terms & Conditions
1. Object
1.1 These General Terms and Conditions, together with the Order Confirmation and any other documents referred to therein, govern the conditions under which the Madeira Friends Online
Shop service is provided by Madeira Friends – Associação Sem Fins Lucrativos, registered in Funchal, Madeira, Portugal (hereinafter referred to as “Madeira Friends”).
1.2 The purchase of any product from the Madeira Friends Online Shop implies acceptance of these General Terms and Conditions.
1.3 Customers must be of legal age in their respective countries to purchase products such as alcoholic beverages.
2. Product Information, Prices and Availability
2.1 Madeira Friends reserves the right to modify, without prior notice, product information, prices, commercial conditions, and services.
2.2 Product images are for illustrative purposes only. Actual packaging, labeling, or design may differ. Some products are seasonal or handmade and may be out of stock.
2.3 While we strive for accuracy, errors in price or information may occur. If a product’s actual price is lower than advertised, the difference will be refunded. If higher, customers will be contacted and may choose to accept or cancel the order.
2.4 All prices are displayed in Euros (€) and include VAT (Value Added Tax) unless otherwise stated.
2.5 Sales or promotions advertised online may not apply to physical sales or third-party partners.
3. Orders and Payment
3.1 Once an order is confirmed, an email will be sent with details on delivery, billing, payment,
and products.3.2 Customers are responsible for verifying their details. Corrections must be requested before shipment.
3.3 Orders are processed only after payment is received. An unpaid order does not constitute a reservation.
3.4 If a product is unavailable, Madeira Friends will contact the customer to agree on a suitable solution (replacement, refund, or waiting period).
3.5 Orders may be cancelled by the customer before shipment. After dispatch, cancellations are no longer possible.
3.6 Payments are accepted in euros. Supported methods include card payments (credit and debit), Apple Pay, Google Pay, and Multibanco. Other payment options may be added and will be displayed at checkout.
3.7 Alcohol Sales
● Alcoholic beverages are only sold to customers who are of legal drinking age in their respective country of residence.
● Madeira Friends requires age confirmation at multiple stages of the purchasing process (e.g., website notices, checkout confirmation)
● By placing an order that includes alcoholic products, the customer confirms that they are of legal age to purchase and consume alcohol in their country.
● Madeira Friends reserves the right to refuse an order if it suspects the buyer is underage or if local regulations prohibit the import of alcoholic beverages.
● Customers are responsible for ensuring that alcohol purchases comply with local laws and customs regulations in their country.
4. Shipping Costs
4.1 Shipping costs are calculated based on packaging and delivery method. Fixed-rate Standard and Express options are available and displayed during checkout.
4.2 Madeira Friends ships primarily with CTT (Correios de Portugal). Shipping costs depend on destination (Portugal, EU, or Rest of World) and may change without prior notice.
5. Shipping and Delivery
5.1 Deliveries are made to the address provided by the customer (no P.O. boxes). Customers must ensure someone is available to receive the parcel.5.2 Estimated delivery times (indicative only):
● Portugal (Mainland, Madeira, Azores): 2–5 working days
● Europe: 5–9 working days
● Rest of World: 8–15 working days
5.3 Delivery times may be affected by customs clearance, courier delays, weather, strikes, or other force major events.
5.4 Incorrect or incomplete addresses may lead to additional costs for the customer.
5.5 Customers will receive tracking information by email once the order has been dispatched.
5.6 Upon delivery, customers must inspect goods. Damaged parcels should be reported immediately to the carrier and Madeira Friends.
5.7 Madeira Friends is not responsible for shipments to countries where certain goods (e.g., alcohol, food products) are restricted or prohibited. Customers are responsible for customs clearance, import duties, or local taxes.
6. Returns, Exchanges and Cancellations
6.1 Due to the nature of food and perishable items, returns are generally not accepted unless products arrive damaged or incorrect.
6.2 Non-perishable goods (such as merchandise) may be returned within 14 days of receipt, provided they are unused, in original packaging, and accompanied by proof of purchase.
6.3 To request a return or exchange, customers must contact Madeira Friends before sending items back. Refunds will be issued using the original payment method once the product has been received and inspected.
6.4 Madeira Friends does not accept returns of used, altered, or damaged items resulting from improper storage or handling.
7. Liability
7.1 Madeira Friends is not liable for misuse, negligence, or improper storage of products once delivered.
7.2 We are not responsible for delays outside our control (customs, strikes, force major).
8. Privacy and Data Protection
8.1 Customer data is processed in accordance with our Privacy Policy.
8.2 Personal information is used only for order processing, delivery, and communication purposes.
9. Applicable Law and Dispute Resolution
9.1 All purchases made through the Madeira Friends Online Shop are governed by Portuguese law.
9.2 Any disputes will be subject to the jurisdiction of the courts of Funchal, Madeira, Portugal.
9.3 As required by Law No. 144/2015, consumers may also appeal to the “Centro de Arbitragem de Conflitos de Consumo da Madeira” for alternative dispute resolution.