Refund policy

Return & Refund Policy – NATURA BY HELENA

Right of withdrawal (14 days)

If you are a consumer and your order is delivered within the European Union, you have the right to withdraw from the contract, without giving any reason, within 14 calendar days from the day you (or a third party you designate, other than the carrier) take physical possession of the goods. For pre-order items, this period only starts on the actual delivery date.

To exercise this right, simply inform us of your decision before the period expires, by an unequivocal statement — by e-mail to geral@naturabyhelena.com or by post to Rua Nunes Azevedo, 74 – 1.º Dto, 4870-461 Arcos de Valdevez, Portugal. You may use the model withdrawal form at the end of this policy, but it is not obligatory.

Returning the goods

You must send back the goods without undue delay and in any event no later than 14 days after communicating your withdrawal, to the address above. You bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Refunds

We will reimburse all payments received, including the initial delivery costs (except for any supplementary costs arising from your choice of a delivery option other than the standard option we offer), within 14 days of being informed of your withdrawal, using the same means of payment you used for the purchase and at no cost to you. We may withhold the reimbursement until we have received the goods back or you have supplied proof of having sent them, whichever comes first.

Exceptions to the right of withdrawal (Art. 16 of Directive 2011/83/EU; Art. 17 of Portuguese Decree-Law 24/2014)

The right of withdrawal does not apply to:

• Sealed goods which are not suitable for return for health protection or hygiene reasons, once unsealed after delivery — this applies to our teas, spices, sugars, honeys and soaps whose packaging or seal has been opened. As long as the original packaging remains sealed, returns are accepted.
• Digital content not supplied on a tangible medium (e-books), once the download has begun with your prior express consent and your acknowledgement that you thereby lose your right of withdrawal.

The right of withdrawal applies equally to items purchased on sale or promotion.

Defective, damaged or wrong items — legal guarantee of conformity

Please inspect your order upon receipt. If an item arrives damaged, defective, or is not what you ordered, contact us immediately at geral@naturabyhelena.com, if possible with photographs.

Independently of the right of withdrawal, all goods benefit from the legal guarantee of conformity provided by Portuguese Decree-Law 84/2021: 3 years from delivery for consumers in Portugal, or the period provided by the mandatory law of the consumer's country of residence in the EU (never less than 2 years). In the event of a lack of conformity, you are entitled, free of charge, to repair or replacement of the goods and, where applicable, to a price reduction or termination of the contract. Return costs for non-conforming items are borne by us.

Exchanges

We do not process direct exchanges: return the item as described above and place a new order.

Model withdrawal form

To: BORBOLETA PRISMÁTICA, UNIPESSOAL, LDA — Rua Nunes Azevedo, 74 – 1.º Dto, 4870-461 Arcos de Valdevez, Portugal — geral@naturabyhelena.com
I hereby give notice that I withdraw from my contract of sale of the following goods: ___
Order no.: ___ / Received on: ___
Name and address of consumer: ___
Date: ___ (Signature, only if on paper)