Refund policy
RETURNS AND REFUNDS POLICY
At Hifas Da Terra S.L., a company committed to excellence in the production and development of pure mushroom-based formulations for health benefits, we understand the importance of ensuring a relationship of trust and transparency with our customers. We have therefore drawn up this Returns and Refunds Policy, the purpose of which is to clearly and rigorously set out the procedures applicable to the return of products purchased via our website (www.hifasdaterra.co.uk), always in strict compliance with current national and EU legislation.
Our policy is based on respect for the rights of the Customer, defined as any natural or legal person who, as an end consumer, purchases products sold by Hifas Da Terra S.L. in order to meet their needs. In this regard, the Customer shall be entitled to return products purchased under the conditions described below, provided that the requirements imposed by both the applicable legislation on consumer rights in the Customer’s country of residence and the relevant European guidelines and international regulations are met.
Hifas Da Terra S.L., whose registered office is at Portamuiño, 7, 36154, Pontevedra, with tax identification number (CIF) B36409290, provides its Customers with the following contact details to address any queries relating to this policy:
- Spain and Portugal: atencionalcliente@hifasdaterra.com
- United Kingdom and Ireland: hello@hifasdaterra.co.uk
- France, Belgium, Monaco and Luxembourg: contact@hifasdaterra.fr
- Germany, Switzerland, Austria: kontakt@hifasdaterra.de
- Italy: ordini@hifasdaterra.it
- Other countries: atencionalcliente@hifasdaterra.com
1. Right of Withdrawal
Legal right to withdraw from the purchase: Right of withdrawal.
The Customer shall have the right to cancel their purchase order within a period not exceeding 24 hours from the confirmation of the order, provided that the order has not been processed or dispatched. This period shall apply solely to purchase options made via our online shop. If the order has already been processed or dispatched, cancellation will not be possible, although the Customer may choose to make use of our Returns Policy , if they deem it necessary.
2. Exceptions to the Right of Withdrawal
In strict compliance with the applicable legal provisions, the right of withdrawal is subject to certain limitations and exceptions, which shall apply in the following cases:
- Goods which, by their nature, are liable to deteriorate or expire rapidly.
- Sealed products which are unsuitable for return on health or hygiene grounds, and whose seal has been broken after delivery.
As the products sold by Hifas Da Terra S.L. consist of food supplements and other mushroom-derived products with health-promoting properties, returns will only be accepted if the product packaging remains intact, sealed and shows no evidence of having been tampered with or altered in any way.
3. Product Returns Procedure
Should the Customer wish to return one or more products, they must follow the steps detailed below:
- Contact our Customer Services Department by sending an email to atencionalcliente@hifasdaterra.com or by post to the address provided above, clearly stating your intention to return the product and providing the relevant order number; you may use the model withdrawal form for this purpose.
- Upon receipt of your request, you will be provided with detailed instructions on how to return the goods purchased.
- The Customer must return the product within a period not exceeding fourteen (14) calendar days from the date of notification of their intention to withdraw from the contract.
- Products must be returned in their original packaging, in perfect condition, with all labels, accessories and other items that formed part of the original order, showing no signs of use or damage, exactly as they were received.
4. Costs Associated with Returns
Should the Customer exercise their right of cancellation within the stipulated period and their order has not been processed or dispatched, Hifas Da Terra S.L. will proceed to issue a full refund of the amount paid by the Customer, using the same payment method employed for the initial purchase, unless another method is expressly agreed.
The refund will be processed within a period of no more than 14 calendar days from confirmation of the cancellation.
5. Refund Procedure
Once the returned goods have been received and their condition has been checked in accordance with the aforementioned criteria – namely, that they are in perfect condition and still sealed – Hifas Da Terra S.L. will proceed to refund the amount paid for the products, including, where applicable, the delivery charges. The refund will be processed within a maximum of fourteen (14) calendar days from receipt of the returned goods.
The refund will be made using the same payment method used by the Customer when making the purchase, unless the parties expressly agree on an alternative method.
In the case of returns of product packs, the return conditions will be dealt with in detail, and a partial return of the order may be made. The refund will be calculated based on the RRP of each individual product, once the items have been received and inspected
6. Faulty Products or Incorrect Deliveries
In the event that the Customer receives a defective product or one that does not correspond to the order placed, Hifas Da Terra S.L. undertakes to cover the full cost of the return, as well as to send the Customer a new product in perfect condition, at no additional cost.
Should the Customer receive a product in poor condition, they must contact the Customer Service department for the relevant country, as indicated on our website. They will be provided with detailed instructions and the conditions for proceeding with a free replacement of the product or, where applicable, a return.
To proceed in such cases, the Customer must contact us within seven (7) calendar days of receiving the product, providing the information required to verify the defect or error (for example, photographs of the product received).
Last updated: 8 April 2025.