Refund policy

Returns and refunds

This policy explains how to cancel an order, return a product and get a refund when you buy from our online shop as a consumer. It does not affect your statutory rights.

Orders delivered to the United Kingdom are sold by Hifas da Terra UK Ltd (company number 11884717), 19 The Circle, Queen Elizabeth Street, London SE1 2JE, United Kingdom. Orders delivered to Ireland and other European countries are sold by the group company listed in our Terms and Conditions.

1. Your right to cancel (14 days)

You can cancel your order for any reason within 14 days of the day you (or someone you nominate) receive the goods. If your order is delivered in several parcels, the 14 days start when you receive the last one. You do not need to give a reason.

In the UK this right is given by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. In Ireland and the European Union it is given by Directive 2011/83/EU and national law.

You can also cancel before your order is dispatched by contacting us; we will stop the order and refund you in full.

2. Products that cannot be returned once opened

For health protection and hygiene reasons, the right to cancel does not apply to sealed products (food supplements and cosmetics) once their seal has been broken after delivery. Please do not open a product if you think you may want to return it. This does not affect your rights if a product is faulty or not as described (see section 6).

3. How to cancel

Tell us clearly that you wish to cancel, by email to the customer service address for your country (UK and Ireland: hello@hifasdaterra.co.uk), quoting your order number. You may use our cancellation form, but you do not have to. Customer service contacts:

• United Kingdom: hello@hifasdaterra.co.uk · +44 787 930 6510
• Ireland: hello@hifasdaterra.co.uk · +44 787 930 6510
• France, Belgium, Monaco and Luxembourg: contact@hifasdaterra.fr · +33 1 84 60 56 61
• Germany, Switzerland and Austria: kontakt@hifasdaterra.de · +49 211 90769985
• Italy: info@hifasdaterra.it · +39 045 670 27 07
• Spain, Portugal and all other countries: atencionalcliente@hifasdaterra.com · +34 986 861 087

4. Returning the goods

Please send the goods back within 14 days of telling us you wish to cancel, unopened and in their original packaging. We will send you the return address and instructions.

5. Your refund

We will refund the price of the goods and the standard delivery charge you paid, using the same payment method, within 14 days of the day we receive the goods back or you provide proof that you have sent them, whichever is earlier. If you chose a more expensive delivery option than our standard one, we only refund the cost of standard delivery. If you cancel before dispatch, we refund you within 14 days of your cancellation.

If you return only part of a bundle or multi-pack, we will refund the proportionate part of the price actually paid.

6. Faulty, damaged or incorrect products

If a product is faulty, damaged in transit, not as described or not what you ordered, please contact us with your order number and, if possible, photographs. We will cover the cost of returning it and offer a replacement or a refund.

If you are in the UK, the Consumer Rights Act 2015 gives you the right to reject faulty goods and get a full refund within 30 days of delivery; after that, you are entitled to a repair or replacement and, if that is not possible, a refund or price reduction. Please tell us as soon as you notice a problem, but there is no shorter deadline than the one set by law. If you are in Ireland or the European Union, the legal guarantee of conformity under your national law applies.

7. Subscriptions

For orders placed through a subscription, each delivery can be returned under this policy. How to change or cancel the subscription itself is explained in our Subscription policy.