Returns & Refund Policy
Effective Date: 07/2026
At Cassia Nature, we want you to be satisfied with your purchase. This Returns & Refunds Policy explains how returns, exchanges, cancellations, and refunds are handled.
1. Return Eligibility
To request a return, please contact Cassia Nature within 14 calendar days of receiving your order.
To be eligible for a return, the product must:
- Be unused and undamaged;
- Be in its original condition;
- Be returned in its original packaging;
- Include all labels, seals, accessories, and documentation supplied with the product;
- Be accompanied by proof of purchase or the relevant order number.
Products that show signs of use, damage, improper storage, alteration, or handling beyond what is reasonably necessary to inspect them may not qualify for a full refund.
2. Right of Withdrawal for EU Consumers
Consumers residing in the European Union generally have the right to withdraw from an online purchase within 14 calendar days of receiving the goods, without providing a reason.
To exercise this right, the customer must send Cassia Nature a clear statement communicating the decision to withdraw before the 14-day period expires.
After notifying Cassia Nature, the customer must return the products within the legally applicable period and follow the return instructions provided by our customer service team.
This section does not affect any mandatory consumer rights granted under applicable Portuguese or European Union law.
3. Non-Returnable Products
For health, hygiene, safety, and product-integrity reasons, returns may not be accepted for:
- Sealed products that have been opened after delivery and are not suitable for return due to health protection or hygiene reasons;
- Cosmetics, personal-care products, herbal products, oils, teas, supplements, or similar products whose seal has been removed;
- Products that have been used, tested, consumed, washed, altered, or damaged by the customer;
- Perishable products or goods likely to deteriorate or expire rapidly;
- Personalised, customised, or made-to-order products;
- Gift cards or digital products, where applicable;
- Products purchased as final-sale items, except where mandatory consumer law provides otherwise.
A product will not be excluded from return merely because its external shipping package was opened. However, any protective or hygiene seal attached to the product itself must remain intact where applicable.
4. How to Request a Return
Before returning any product, please contact us at:
Email: [support@cassianature.com]
Please provide:
- Your full name;
- Your order number;
- The product you wish to return;
- The reason for the return;
- Photographs, where the product is damaged, defective, or incorrect.
After reviewing your request, we will provide the return instructions and the applicable return address.
Products must not be returned without first contacting Cassia Nature. Unauthorised returns may be refused or may experience processing delays.
5. Return Shipping Costs
Unless the product is defective, damaged, incorrect, or otherwise non-conforming, the customer is responsible for the cost of returning the order.
Original shipping costs may be refunded where required by applicable consumer law. Additional shipping charges resulting from the customer selecting a delivery method more expensive than our standard delivery option may not be refundable.
We recommend using a tracked shipping service and retaining proof of postage. Cassia Nature is not responsible for returned parcels that are lost or damaged before reaching our return address.
6. International Returns
Customers returning products from outside Portugal are responsible for:
- Return shipping costs;
- Correctly completing customs documentation;
- Any customs, import, export, handling, or brokerage charges connected with the return.
The parcel should be clearly marked as “Returned Goods” where appropriate. Cassia Nature is not responsible for customs delays or charges caused by incorrect return documentation.
Any customs charges incurred by Cassia Nature due to an improperly declared return may be deducted from the refund, where permitted by law.
7. Inspection of Returned Products
All returned products will be inspected after they are received.
We reserve the right to reduce the refund amount where the value of a product has decreased because it was handled beyond what was reasonably necessary to establish its nature, characteristics, and functioning.
We may refuse a return where the product:
- Has been used or consumed;
- Is incomplete;
- Has been damaged after delivery;
- Is missing its original packaging, seals, labels, or accessories;
- Does not correspond to the product originally purchased.
Nothing in this section limits the customer’s mandatory rights regarding defective or non-conforming goods.
8. Refunds
Once the returned product has been received and inspected, we will notify the customer whether the refund has been approved.
Approved refunds will be issued to the original payment method, unless another method is expressly agreed.
Where the statutory right of withdrawal applies, refunds will be processed within the legally required period. Cassia Nature may withhold reimbursement until the returned goods have been received or the customer provides evidence that the goods were sent back, whichever occurs first.
The time required for a refund to appear in the customer’s account may depend on the bank, card issuer, or payment provider.
9. Exchanges
Cassia Nature does not guarantee direct exchanges.
Where an exchange is requested and approved, availability will depend on current stock. We may ask the customer to return the original product and place a new order.
Any difference in price and any additional delivery costs must be paid before the replacement product is dispatched.
10. Damaged, Defective, or Incorrect Products
Customers should inspect their order as soon as it is delivered.
Where a product arrives damaged, defective, incomplete, or different from the product ordered, please contact us as soon as possible and preferably within 48 hours of delivery.
Please provide:
- Your order number;
- A description of the problem;
- Clear photographs of the product;
- Photographs of the internal and external packaging;
- A photograph of the shipping label, where relevant.
We will assess the issue and may offer, as appropriate:
- A replacement;
- Repair, where applicable;
- A price reduction;
- A partial refund;
- A full refund.
The remedies available will depend on the circumstances and the customer’s rights under applicable law.
11. Allergies, Sensitivities, and Product Preferences
Customers are responsible for reviewing all ingredients, warnings, instructions, and product information before purchasing or using a product.
A return will not normally be accepted solely because of personal preference regarding colour, scent, flavour, consistency, texture, or natural variation after the product has been opened or used.
However, this does not affect the customer’s rights where the product is defective, incorrectly described, unsafe, or otherwise non-conforming.
Customers with allergies, sensitivities, medical conditions, or who are pregnant, breastfeeding, or taking medication should seek appropriate professional advice before using relevant products.
12. Refused and Unclaimed Parcels
Where an order is refused, unclaimed, or returned because:
- The customer provided an incorrect or incomplete address;
- Delivery attempts were unsuccessful;
- The parcel was not collected;
- Import duties or customs charges were not paid;
- The customer refused delivery without prior agreement,
the original shipping costs, return shipping costs, customs charges, and other associated expenses may be deducted from any refund, where permitted by law.
13. Order Cancellations
Customers may request cancellation before an order has been dispatched.
We cannot guarantee that a cancellation request can be completed once processing has begun. If the order has already been dispatched, the customer must follow the applicable return procedure.
14. Promotional Items and Gifts
Where a returned order included a complimentary product, promotional gift, or multi-item discount, all associated items may need to be returned.
If a promotional item is not returned, its retail value or the value of the discount may be deducted from the refund, where permitted by law.
15. Consumer Guarantees
This Returns & Refunds Policy is separate from the legal rights available when goods are defective or do not conform to the contract.
Nothing in this policy excludes, restricts, or replaces any mandatory legal guarantee or consumer remedy applicable under Portuguese law, European Union law, or any other law that cannot legally be excluded.
16. Contact Information
For return, refund, or order-related enquiries, please contact:
Cassia Nature
Email: [support@cassianature.com]
Website: [www.cassianature.com]
Return address: Largo Manuel Simões Serôdio 2350-325
Please do not send products to the return address without first receiving return instructions from Cassia Nature.