Damaged or incorrect products
Contact us promptly if an item arrives damaged, defective or different from what you ordered. Include the order number, product name and clear photographs where possible.
Fresh, frozen and perishable products
Rapidly perishable food may be excluded from the general withdrawal right. Nevertheless, contact us immediately if the product is defective, damaged, unsafe or incorrectly supplied.
Sealed hygiene products
For health and hygiene reasons, certain sealed goods may not be returnable after their seal has been removed, unless they are defective or incorrectly supplied.
Eligible non-perishable products
Where the legal withdrawal right applies to an online purchase, eligible products may normally be returned within 14 days. Products should be handled only as necessary to inspect them and returned with their packaging where reasonably possible.
Order cancellation
You may request cancellation before the order has been prepared, dispatched or collected. Contact us as quickly as possible and provide your order number.
Proof of purchase
Keep your order confirmation, receipt or invoice. We may request this information to locate the purchase and investigate the return or refund request.
Returning a product
Do not send or leave a product without first contacting the store. We will confirm whether it should be returned to the Santarém store or collected through another agreed method.
Refund method
Approved refunds are normally returned using the original payment method. Where that is not possible, the store will agree an appropriate lawful alternative with the customer.
Refund timing
Refund timing depends on the reason for the refund and the payment provider. Any applicable statutory refund deadline will be respected.
Online payment status
Live card and PayPal processing is not currently enabled. Until a payment gateway is connected, no real online card or PayPal refund can be initiated through this website.
Substitutions
We will not provide a materially different substitution without customer agreement. An unauthorised or unsuitable substitution should be reported promptly.
Your statutory rights
This policy does not remove or reduce any mandatory rights you have under Portuguese or European Union consumer law, including rights concerning defective or non-conforming goods.
Request help with an order
Contact Marhaba Super Market and include your order number, the affected product and a description of the problem.
Contact the store →Last updated
8 August 2026