Refund & Returns

Thank you for choosing Madeira Electric Tours as your trusted provider of Tourist Products and Services.
We understand that sometimes the product you receive may not meet your expectations and you want a refund.
The website www.electrictours.pt operates in accordance with the provisions of distance contracts. This means that you, as a customer, have the right to return the product within 15 days from the date of receipt of the product without any reason.
We want you to be completely satisfied with your purchase. Please read our refund and return policy carefully to understand the terms and conditions for refunds, returns, and exchanges. This policy is designed to provide clarity and ensure a positive shopping experience for you.

Return/Exchange/Refund/ Booking cancelation Timeline

We offer a transparent and customer-friendly Return/Exchange/Refund /Booking cancelation Timeline.
– Returns or exchanges of all physical product are accepted within 15 days from the date of receipt of the product without any reason.
– In case of Money Refund for returned physical products we’ll return the cost of the item to the original payment method used for the purchase within 24 hours since recieving returned item.
– Cancelation of booking of purchised services are accepted 24 hours before the actual start date.
– In case of Money Refund for Booking Cancelation we’ll return the cost to the original payment method used for the purchase within 24 hours.
We believe this timeframe strikes a balance between allowing you sufficient time to evaluate your purchase while also ensuring a fair policy for our business.

Acceptable Item Conditions

To be eligible for a return or exchange, the item must be in its original condition, including all tags and packaging (if applicable). Please note that certain items may have specific conditions for return due to their nature, and these conditions will be clearly communicated on the product page.

Shipping Charges

We understand the importance of transparent and fair refund and shipping charges. Our policy aims to be reasonable.
Return or exchange of physical product:
The buyer is responsible for shipping of items subject to return/exchange to our physical address at his own expense. We are processing all refunds within 14 days after receiving the returned goods. We do not accept returns after the above timeframes. Returned items remain your responsibility until we receive them. Please make sure to pack the items as securely as possible to prevent damage in transit! Since the return parcel is your responsibility until we receive it, we strongly recommend that you keep the postal receipt as proof of return.
All returned items are subject to inspection by us. If the goods are returned in an improper condition, we may decide not to refund you or reduce the refund amount to reflect the reduced value of the goods.
Return of incorrect or defective goods.
If you have received the wrong product, a defective or damaged product, please contact us immediately by email support@electrictours.pt and describe the problem. In case of complaints or claims about defective or damaged goods, we act in accordance with the provisions of the Consumer Rights Act. In your claim, please provide us with the following:
– Your order number
– The name of the defective product
– Description of the defect
– Photo of the defect
– Description of the error.
In this case, We will refund the order cost and if needed shipping coct as soon as we receive and process followed above information from you.
If We notice something unusual in your return dynamics that seems suspicious to us, We may decide to deactivate your account. If this happens to you and you believe it was a mistake, please contact us.
Penguin Orbit Lda
support@penguinorbit.pt
Estrada Monumental 281/6
Funchal, Madeira

Refund

For refunds, we offer the following options:
Full Refund: If you’re not completely satisfied with your purchase, we’ll issue a full refund.
Partial Refund: In some cases, a partial refund may be provided if only part of the order is returned.

Items Eligible for Refund/Return/Exchange

While we strive to accommodate such requests, please note that not all items on our website are eligible for exchange, refund, or return. The following categories of products are generally not eligible for the same:
Products with Expiration Dates: Items with a limited shelf life or an expiration date.
Hygiene-Sensitive Products: Items that come into direct contact with the body, such as underwear, earrings, or makeup.
Custom/Personalized Products: Items that have been specifically customized or personalized for the customer.
Products Sold as Part of Sets/Bundles: Items sold as part of a set or bundle, where individual items may not be eligible for exchange.

Avoiding Chargebacks

Our comprehensive refund and return policy is designed to create a transparent and equitable relationship with our customers. By providing clear guidelines for refunds, we aim to empower you with a clear understanding of your rights. If you have any questions about our refund and return policy, please don’t hesitate to contact our customer support team at support@ electrictours.pt .

Claims

In case of claims or complaints about a defective or damaged product, Madeira Electric Tours acts in accordance with the provisions of the Consumer Rights Act. In accordance with the Consumer Rights Protection Act, in the event of purchasing a defective product, you have the right to file a claim with the seller regarding the quality of the product within two years after purchase regarding the defects that were present when purchasing the product.
If we are unable to resolve the situation to your satisfaction, you can leave a complaint on the website of the European Commission by clicking on the following link: www.ec.europa.eu/consumers/odr.

Your satisfaction is our priority, and we’re here to assist you.

Thank you for choosing Madeira Electric Tours!