Refund policy

1. Nature of our products
LoveFood products are fresh meals, soups and juices, made to order and perishable. For this reason, they cannot be returned or exchanged after delivery. This does not affect your rights if a product arrives defective or does not match what you ordered.

2. Cancellations and changes

  • You can cancel or change your order free of charge up to 48 hours before the delivery date, by WhatsApp (+351 911 701 727) or by email (contatos.eatlove@gmail.com). In these cases, you receive a full refund.
  • Less than 24 hours before delivery, production is already under way and it is not possible to cancel or refund. Whenever possible, we will try to reschedule your delivery.
  • Programmes (Detox, Low Carb, Rebalance): you can pause or reschedule days of your programme with 24 hours’ notice, at no extra cost.

3. Problems with your order
If any product arrives damaged, in poor condition, missing or different from what you ordered:

  • Contact us within 12 hours of delivery, by WhatsApp or email.
  • Give us your order number and send photos of the product and its packaging.
  • Once we have reviewed the situation, we will replace the product in your next delivery or refund the value of that product, according to your preference.

4. Deliveries and absence at the address
For orders delivered by LoveFood (Lisbon, Cascais and surrounding area), you will receive an SMS on the day of delivery with the estimated time and the driver’s contact, in case you have any questions.
The driver will wait at your door for a maximum of 10 minutes. If delivery is not possible within that time, the order can no longer be delivered to your home and must be collected from our store the next day, between 12:00 and 19:00 (Rua do Farol 436 A, Cascais). The same applies if the address provided is incorrect or incomplete.
As our products are fresh and perishable, no refund or redelivery is offered in these cases. If the order is not collected within the stated period, it is considered delivered.

Deliveries by carrier
For deliveries made by our transport partners, delivery times and attempts follow the carrier’s rules. If you have a problem with a delivery, you can still contact us, and the situation will be resolved on the next business day.

5. Allergies and intolerances
Our products may contain allergens or traces of allergens. The customer must inform us of any allergies or intolerances when placing the order. We cannot refund products because of allergies that were not communicated beforehand.

6. How refunds are made
Approved refunds are made to the same payment method used for the purchase, within a maximum of 14 days.

7. Contacts and dispute resolution
LFYHC, LDA · Tax ID (NIF) 516728245
Rua do Farol 436 A, 2750-341 Cascais
Email: contatos.eatlove@gmail.com · WhatsApp: +351 911 701 727
In the event of a dispute, consumers may turn to an Alternative Dispute Resolution entity for consumer disputes, such as the Lisbon Consumer Conflict Arbitration Centre (www.centroarbitragemlisboa.pt). More information is available on the Consumer Portal: www.consumidor.gov.pt.
The Online Complaints Book is available at www.livroreclamacoes.pt.