Claims Policy

1. Damaged during delivery

If your package arrived damaged – we’re really sorry about that!
Please report it to the courier upon delivery and ask for a damage report or reference number. We’ll need it to process your claim.

If you picked it up at a collection point, let the staff know and ask for a confirmation. It’s essential for us to move forward.
For parcel lockers: take a photo of the package before opening to document any visible damage, ideally before closing the locker or with a visible date and time.

Open the package and check the contents. If any products are damaged, document the damaged items as well.

Then submit your claim using our Claim Form.

Once we get your report, we’ll send a replacement within 24–48 hours (excluding holidays).
We’ll handle the carrier claim, you won’t pay anything extra.

2. Got the wrong product?

That’s on us – and we’re already fixing it.
Submit your claim via our Claim Form with a photo of the received item, and we’ll ship the correct item within 24–48 hours (excluding holidays).

Sometimes we may ask you to return the incorrect product. We’ll let you know if that’s needed.

3. Product quality issues

We care about top quality. If something’s off with your product, please let us know.
We accept claims for production or storage defects (e.g. mold, contamination, wrong texture).

To help us review your claim, please include clear photos showing the reported issue.

We don’t accept claims based on personal preferences like taste or color – natural products can vary slightly between batches.

We review claims within up to 14 days, usually faster.
If your claim is approved, we’ll send a replacement immediately (or offer an alternative if needed).
If we ask you to return the product, we’ll cover the shipping cost.

4. Short shelf life

Got a product with a very short expiry date? That’s definitely our fault.
Report it via the Claim Form with a photo showing the batch number and expiry date, and we’ll send a replacement within 24–48 hours (excluding holidays).

We’ll let you know individually if a return is needed.

5. Promo items

Products bought on sale are still covered by this claims policy – no exceptions.

6. Compensation options

We want you to be happy.
If you prefer a discount voucher over a refund or replacement – just let us know.

Transparent claims policy – no surprises

✔ Natural products can vary in color and appearance (e.g. honey, herbs, dried fruits) – this doesn’t affect quality and isn’t a valid reason for a claim.
✔ Smell and texture may change due to storage conditions (e.g. cold-pressed oils may solidify in cool temps – that’s normal).
✔ Packaging may change – if the label or cap looks different but the contents are correct, that’s not a reason for return.
✔ Herbal products and supplements don’t guarantee effects – claims based on unmet expectations will not be accepted.
✔ “Best before” ≠ “spoiled” – the date is a quality guideline, not a safety deadline.

All claims must be submitted through our Claim Form.