Refund policy

Returns and Refunds Policy

1. Right of withdrawal (14 days)

For purchases made on the website, including those you collect in store, you have 14 days from the day you receive or collect your order to withdraw from the purchase, without having to give a reason. To do so, simply send us an email at geral@stonedcompany.pt with your order number, or use the withdrawal form, which we will send you on request.

2. Products that cannot be returned

For hygiene and health reasons, we cannot accept returns of:

  • sealed products that have been opened after delivery, such as cosmetics, oils, creams, food products and personal-use items;
  • perishable products or products with a short shelf life;
  • made-to-measure or personalised products.

3. How to return

  1. Write to us at geral@stonedcompany.pt with your order number.
  2. Send the product within 14 days of your request, or hand it in at the shop, to: Stoned Cannabis Store Machico, Rua General António Teixeira de Aguiar, 87-89, Loja H, 9200-106 Machico.
  3. The product must be in good condition, in its original packaging wherever possible. Return shipping costs are your responsibility, unless the product is defective or was sent in error.

4. Refunds

We will refund the amount paid, including the original shipping costs (up to the cost of the cheapest delivery option we offer), within 14 days of the date on which you inform us of your withdrawal. The refund is made using the same payment method you used. We may wait until we have received the product before issuing the refund.

5. Legal guarantee (3 years)

All products carry a 3-year legal guarantee of conformity from the date of delivery (Decreto-Lei n.º 84/2021). If a product is defective, write to us with photographs and your order number. You are entitled to have it repaired or replaced and, in certain cases, to a price reduction or a refund. Shipping costs are borne by us.

6. Exchanges

If you would like to exchange a product for another, return it as described above and place a new order. This ensures the new item is reserved for you.

7. Dispute resolution

In the event of a dispute, you may refer it to the Madeira Consumer Dispute Arbitration Centre (Centro de Arbitragem de Conflitos de Consumo da Madeira – CACCRAM): Rua Direita, n.º 27, 1.º Esq., 9050-450 Funchal, telephone 291 215 070, email centroarbitragem.srem@madeira.gov.pt. CACCRAM is the competent body for resolving consumer disputes between you and the shop. For disputes of up to €5,000, if you choose arbitration, the shop is obliged to accept it.

You may also use the Electronic Complaints Book (Livro de Reclamações Eletrónico) at livroreclamacoes.pt.

8. Contact

Stoned Company Lda., NIPC 518190544, geral@stonedcompany.pt.