Cancellation policy

CANCELLATION POLICY FOR PURCHASE OPTIONS

At Hifas Da Terra S.L., we recognise the importance of providing our customers with a transparent and secure shopping experience that meets the highest market standards. To this end, we have developed a Purchase Order Cancellation Policy that governs the procedures and conditions under which customers may cancel orders relating to the purchase of our products, in compliance with applicable national consumer and e-commerce regulations, as well as those in the customer’s country of residence, and in accordance with international guidelines on the matter.

This policy shall apply to all purchases made via our website www.hifasdaterra.com, subject to the terms and conditions set out below.

Definition of Customer

For the purposes of this Cancellation Policy, a Customer shall be deemed to be any natural or legal person who has purchased products using any of the purchase options offered by Hifas Da Terra S.L. via its online shop.

1. Right to Cancel Purchase Orders

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. Cancellation Procedure

To exercise the right of cancellation, the Customer must notify Hifas Da Terra S.L. of their decision clearly and unequivocally within the aforementioned period, via one of the following channels:

• By sending an email to customer services in the country from which the order was placed:

• 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

stating “Order Cancellation” in the subject line and providing the relevant details (order number, customer’s full name, date of purchase and product description).

• Contact our Customer Service Department by telephone on:

• Spain and Portugal: +34 986861087

• United Kingdom and Ireland: +44 787 930 6510

• France, Belgium, Monaco and Luxembourg: +33 1 84 60 56 61

• Germany, Switzerland, Austria: +49 211 90769985

• Italy: +39 045 670 27 07

• Other countries: +34 986861087

 providing the details requested to correctly identify the order.

Once the cancellation request has been received, Hifas Da Terra S.L. will confirm receipt and, if the order has not yet been processed or dispatched, will proceed to cancel the order immediately.

3. Exceptions to the Cancellation of Purchase Options

There are certain circumstances in which the right to cancel purchase orders will not apply, in accordance with current regulations:

• Processed or dispatched orders: If the order has already been processed or dispatched at the time the cancellation request is received, the dispatch cannot be stopped nor can the cancellation be processed.

• Customised or made-to-order products: Products that have been customised or manufactured to special specifications requested by the Customer cannot be cancelled once the production process has begun.

Specific offers or promotions: In the case of products purchased under specific offers or promotions, the cancellation conditions may vary. Such variations will be clearly specified in the description of the offer or promotion.

4. Refund following Cancellation

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. Modification or Correction of Orders

Should the Customer wish to modify or correct any details relating to their order (delivery address, products purchased, etc.), they may do so within 24 hours of the purchase confirmation, provided the order has not yet been processed. To do so, they must contact our Customer Service Department via the channels mentioned above.

6. Customer Responsibility

It is the Customer’s responsibility to provide truthful and accurate information during the purchase process, particularly regarding delivery and billing details. Hifas Da Terra S.L. accepts no liability for delays, errors or additional costs arising from inaccuracies in the information provided by the Customer.

Last updated: 31 March 2025.