These Terms and Conditions govern the sale of frozen products marketed through the online store of Top Sabor - Produtos Alimentares, Lda. By placing an order, the Customer expressly accepts these terms in full.
1. Availability, Prices and Orders
1.1. Availability and Confirmation
All products and prices shown are subject to stock availability and confirmation. In the event that an ordered item is out of stock, the Customer will be contacted in order to propose an alternative, a replacement product, or a refund of the amount paid.
1.2. Prices
The prices shown are in Euros (€) and include VAT at the legal rate in force, but do not include shipping costs, which will be added at checkout.
1.3. Payment Method
Orders will only be processed after payment has been confirmed, which must be made using one of the methods available at checkout (e.g. Credit Card, Multibanco Reference, MB WAY, etc.).
2. Shipping Conditions and Cold Chain
2.1. Packaging
All frozen products are shipped in suitable packaging and by specialized vehicles to ensure the maintenance of the correct temperature and the integrity of the cold chain during transport.
2.2. Delivery
Deliveries are made by a specialized carrier and are limited to geographical areas covered for frozen transport.
The delivery time indicated is an estimate and begins to run after the order has been dispatched.
It is the Customer’s responsibility to ensure that someone is present at the delivery location to receive the order on the agreed date and time period.
2.3. Customer Responsibility Upon Receipt
The Customer must inspect the packaging upon delivery. If the packaging or security seals appear to have been tampered with or damaged, or if the product shows signs of thawing, the Customer must refuse delivery and note the occurrence on the transport document, contacting us immediately.
After receiving the order, the Customer assumes responsibility for the proper storage of the products and must place them immediately in a freezer at a temperature of -18°C or below.
3. Returns Policy and Right of Withdrawal (ATTENTION: No Returns)
3.1. Exclusion of the Right of Withdrawal
In accordance with Decree-Law no. 24/2014 of 14 February (the law transposing the Consumer Rights Directive), the right of withdrawal (return) is excluded for the supply of goods which, by their nature, cannot be returned or are liable to deteriorate or expire rapidly.
As frozen products are perishable goods and their integrity and food safety depend strictly on maintaining the cold chain, returns, exchanges, or cancellations are not accepted once the order has been dispatched or delivered.
3.2. Exceptions (Non-Conforming Products)
The only exception to this policy is where the product is delivered damaged, deteriorated, or non-conforming (e.g. visibly thawed or defective) and this non-conformity could not be verified at the time of receipt (immediate refusal, as set out in point 2.3). In such cases, the Customer must document the situation (photographs or video) and contact us within a maximum of 2 hours after delivery, so that we may verify the situation and, if applicable, resend the product or issue a refund.
4. Customer Support and Dispute Resolution
4.1. Contact Details
For any question, query, or complaint relating to the products, the Customer should contact our Customer Support line via 219241421 or by email at encomendas@topsabor.com or logistica@topsabor.com.
4.2. Dispute Resolution
In the event of a dispute, the consumer may resort to one of the Alternative Consumer Dispute Resolution (ADR) entities listed on the Consumer Portal.
By proceeding with the order, the Customer declares that they have read, understood, and fully accepted the conditions of sale, namely the no-return policy applicable to frozen products.