Shipping, Returns and Refunds Policy
Last update: September 11, 2026.
This policy explains how shipments are prepared and how to request a return, exchange or refund.
Preparation and sending
Orders are usually prepared within the 2 to 3 business days after payment confirmation. If there is a relevant delay or an unexpected unavailability, we will contact the customer.
Shipments are made through CTT or another carrier indicated at checkout. The available modalities, their prices and estimated time are presented before the order is confirmed. When the service includes tracking, the code is sent after shipment.
address and delivery
The customer must confirm the address and contacts before finalizing the order. If you detect an error, you should contact us immediately through hydraferts@gmail.com.
If the order returns by incorrect address, absence of unjustified withdrawal or refusal, a new shipment may be subject to the payment of the respective costs. This rule does not limit consumer rights when the lack of delivery is imputable to the seller or the carrier.
Damage, incorrect product or lack of conformity
If the order arrives damaged, incomplete or with a different product than purchased, contact us as soon as possible. Indicate the order number and, when useful, send photos of the packaging and item. We will evaluate the situation and ensure the appropriate legal solution without undue costs for the consumer.
The consumer benefits from the legal guarantee of conformity. For new corporeal movable property, the term of liability is, as a rule, Three years after delivery, pursuant to Decree-Law no. 84/2021.
right of free resolution
In distance shopping, the consumer has 14 calendar days to resolve the contract without indicating a reason. The term is counted, as a rule, from the day following the day in which the consumer, or third party indicated by him, acquires the physical possession of the goods.
To exercise this right, send an unequivocal statement to hydraferts@gmail.com, indicating the name, order number, items to be returned and contact. You can use the following text:
I inform you that I resolve the contract related to the order [number], received in [date]. Name: [Name]. Address: [Address]. Date: [date].
RETURN CONDITIONS AND COSTS
After communicating the resolution, the consumer must return the goods within 14 days. The products must be complete, with accessories and, whenever possible, in the original packaging. The opening of the package does not automatically eliminate the right of return; The consumer can inspect the product as he would in a physical store. It can, however, be liable for depreciation caused by manipulation beyond what is necessary.
The direct costs of the return in the exercise of free resolution are borne by the consumer, unless otherwise agreed or legally obliged. We recommend a shipping method that allows you to prove the shipment.
legal exceptions
The right of free resolution does not apply in the situations provided for by law, namely for goods susceptible of rapid deterioration, such as live plants, and to sealed assets that, for reasons of health or hygiene protection, cannot be returned after they are opened. The exception will be evaluated according to the nature and concrete state of the product.
Promotional products retain the same legal rights.
refunds
We will reimburse payments covered by the free resolution, including the cost of the most economical normal delivery mode available, within the legal term and through the original means of payment, unless a different express agreement is made. Additional costs arising from the choice of a more expensive delivery mode are not refundable.
We may withhold the refund until we receive the goods or until proof of their shipment is presented. Once issued, the time until the amount appears in the account depends on the payment provider or bank.
exchanges
When an exchange is preferred, contact us before shipping the product. We will confirm the availability of the intended article and indicate the applicable steps. In situations of lack of conformity, the means of replacement provided for by law will be respected.
contact
For any question about delivery, return or refund: hydraferts@gmail.com.