RETURNS
If the customer wishes to return one or more items, they may do so within 14 days of receiving the order, provided the products are intact, sealed, complete, and in their original packaging, which must not be damaged, altered, or scratched. The customer must ensure that the returned item(s) arrive at our facilities within 28 days from the date of delivery.
To exercise their right of return, the customer must contact Customer Support, specifying the order number, product description or reference, and preferred refund method. Refunds can be issued via the original payment method.
The customer must send the item(s) to the following address:
Global 7 Lda.
Rua Porto Santo, Edifício Estrela do Mar, RC – E
2450-195 NAZARÉ, Portugal
Returns of incomplete, damaged, or scratched products, products without their original packaging and/or label, or products showing signs of use will not be accepted.
If an item is received under the conditions mentioned above or with the carrier's label affixed directly to the product packaging, the customer forfeits the right to a refund and will have 10 days to collect the item(s) from our premises at their own expense.
EXCHANGES
The customer must process a return for the item(s), request the corresponding refund, and place a new order. The entire process follows the rules outlined in the RETURNS section.
REFUND METHODS
Global 7 Lda. will make every effort to process refunds promptly, up to a maximum period of 15 days from the date the returned items are received at our warehouse.
Credit Card: Refunds will be processed via bank transfer.
PayPal: Refunds will be credited back to the original PayPal account and made available immediately.
Cash on Delivery (COD) / Multibanco: The customer will be asked to provide their bank account details for the transfer.
REFUND OF SHIPPING COSTS
If the reason for the return is the responsibility of Global 7 Lda. (e.g., defective products or items different from those ordered), shipping costs will be fully refunded.
However, if only one product from a multi-item order is problematic, shipping costs will not be refunded.
UNDELIVERED ORDERS
If a prepaid order is returned for reasons not attributable to Global 7 Lda. or the carrier, Global 7 Lda. will refund the amount paid minus the shipping and return handling costs. Prepaid orders include those paid via Credit Card, PayPal, Multibanco, or Bank Transfer.
The customer may opt for a refund via the original payment method. For Multibanco or Bank Transfer payments, bank details must be provided.
If the non-delivery is due to a carrier error, the customer must submit a written claim, which will be audited by the transport company. If the delivery issue resulted from an incorrect or incomplete address, a proof of address (e.g., utility bill) must be attached to the claim.
The resolution provided by Global 7 Lda. depends on the outcome of the carrier’s investigation. For carrier-related issues, a resolution can only be provided after receiving an official response from the transport provider:
If the carrier accepts full responsibility and all ordered items are in stock, we will re-send the order at no extra cost (or issue a full refund if preferred for prepaid orders).
If the carrier rejects responsibility, the claim cannot be accepted, and any potential refund or reshipment will be subject to the terms applied to orders returned for reasons not attributable to Global 7 Lda. or the carrier.
ORDER CANCELLATION
Orders can only be canceled if they have not yet been paid for and are not yet in processing. To cancel, please contact us via:
Email: info@horectafrost.com
Phone: +351 262 568 351 (Mon–Fri, 8:00 AM – 5:30 PM)