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Returns and Cancellation Policies

The conditions stipulated in this document apply exclusively to purchases made through our official website: www.theblackwolfdistillery.com, managed by Instantes Boémios Unipessoal Lda.

 

Order Returns

 

 

Right of Free Resolution (Return Without Justification)

 

You may communicate your intention to return your order within 14 days from the date of receipt (Consumer's Right of Free Resolution, according to Decree-Law no. 24/2014, of February 14th).

  • Your intention can be communicated by email to geral@theblackwolfdistillery.com.

  • The communication can be made by sending the free resolution form, but this is not mandatory.

  • Instantes Boémios Unipessoal Lda will send, within 24 hours, an acknowledgment of receipt of the resolution declaration on a durable medium (e.g., by email).

 

Specific Return or Replacement Situations

 

In addition to the right of free resolution, products will be promptly replaced by Instantes Boémios Unipessoal Lda in the following cases:

  • Damages: If the product arrives damaged.

  • Production/Packaging Error: If there is a production or packaging error for which we are responsible.

  • Gift Items: If a gift item arrives damaged, it will be replaced free of charge, but the shipping costs for the replacement will be charged to the customer.

 

Refund Process

 

The refund of the amount paid will be made by bank transfer. To speed up the process, we ask you to provide your bank account details (IBAN and the respective account holder) to which you wish the refund to be made.

 

Return Costs

 

Company Error (Processing, Packaging, Damages) The order collection will be scheduled and fully borne by our company, at a location and date to be agreed upon (the time is determined by the carrier).

Reason Unrelated to the Company (Free Resolution) The customer must bear the cost of the return shipping, doing so through a carrier of their choice.

In either case, the order must be properly sealed so that it can be handled by the responsible carrier.

 

Claim for Damaged Products

 

If you receive a damaged product, you must contact us immediately via email at geral@theblackwolfdistillery.com, sending the following information for assessment:

  • Order number;

  • Photo of the outer packaging with the damage;

  • Photo of the inner packaging with the protections;

  • Photo of the carrier's label on the packaging;

  • Photo of the damaged merchandise.

With this information, and provided that no product has been opened, Instantes Boémios Unipessoal Lda assumes responsibility, and the product will be replaced or refunded, at no cost to the customer.

 

Important Notes on Replacement

 

  • Instantes Boémios Unipessoal Lda does not exchange glasses (cups/stemware) in case of shipping to addresses outside mainland Portugal.

  • In case of a damaged product, we will only make one reshipment for the respective replacement.

  • Although Instantes Boémios Unipessoal Lda ensures maximum care in preparation, we are not responsible for damages caused by product transportation. We do not replace, substitute, or refund any item/bottle that has been opened/rendered unusable by the customer.

 

Order Cancellation

 

Order cancellation by customer option, without any fault attributable to the seller, follows the rules below:

  • Immediate Cancellation (Full Refund): The customer can cancel the order and receive the full amount if they do so up to one hour after payment.

  • Cancellation After 1 Hour (Shipping Costs to Be Paid): After this period, the customer will have to pay the shipping costs (cost of €6), even if the initial order had free shipping.

  • Cancellation After Receipt (Initial and Return Shipping Costs to Be Paid): If the customer decides they do not want the order when it is already in their possession, without damage or a delay exceeding 2 days in delivery, they are responsible for paying the return shipping costs and the initial shipping costs (€6). In this case, the total paid amount will be refunded, minus the value of both shipping costs.

For more information on the consumer's right of free resolution, consult Decree-Law no. 24/2014, of February 14th.

 

CANCELLATION AND REFUND POLICY (EXPERIENCES)

 

 

Transparency and Respect for Our Artisan Instinct (AI)

 

At Black Wolf, we are dedicated to creating memorable experiences in small batches. Our guided tours, tastings, and pop-ups have limited capacity, and the preparation for each event requires the allocation of time and resources in advance. Our policy has been designed to be fair, protecting our operation and respecting your rights as a customer.

 

1. CANCELLATION AND REFUND POLICY

 

The notice period is counted from the scheduled start time of the experience. The cancellation request must be sent by email to geral@theblackwolfdistillery.com.

  • Cancellation with More than 7 Days Notice (168 hours): The customer is eligible for a refund of the total reservation value, minus the transaction processing fee (as detailed below).

  • Cancellation Between 7 Days and 48 Hours Notice: The customer is eligible for a 50% refund of the total reservation value, minus the processing fee. Alternatively, they can opt for a free rescheduling of their experience.

  • Cancellation with Less than 48 Hours Notice: No refund will be given. The total reservation value will be retained to cover operational costs, such as staff allocation and material preparation.

  • No-Show: The reservation value is retained in full.

 

2. REFUND RULES AND FEES

 

 

Transaction Processing Fee

 

Please be advised that all eligible refunds are subject to the deduction of a fixed transaction processing fee of €2.50 (two euros and fifty cents). This amount corresponds to the non-refundable costs of the booking platform and payment processing.

 

Refund Method

 

All refunds will be made by bank transfer for faster processing. The customer must provide the IBAN (International Bank Account Number) at the time of the cancellation request. The deadline for completing the refund is 5 to 7 business days after the cancellation is approved.

 

Alternative: Rescheduling

 

If notice is given more than 48 hours in advance, the customer may choose to reschedule their experience for a new available date on our calendar, without any additional cost (other than the processing fee, if a partial refund was requested), instead of requesting a refund.

 

Contacts

 

To initiate a cancellation process or for any questions, please contact us via email at geral@theblackwolfdistillery.com. The notice period is counted from the date we receive your contact at Black Wolf.

Payment Methods
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