RETURN POLICY

 

1. Cancellations and Returns

 

1.1 Order Cancellation

Depending on the status of the order, the user can cancel it, as long as the order has not yet been shipped. To find out if it is possible to cancel your order, contact us at shop@citrina-plants.com

 

1.2 Return for Withdrawal

 

The user has a reflection period of 3 working days, during which he can return the product, if he is not satisfied:

• The product has not been used or changed;
• The product maintains its original characteristics and the packaging is not completely damaged;;
• The product is complete and properly packaged in the original packaging (if the article consists of more than one piece, all parts must be returned);
• Attach the printed order and return document.
•  

In the case of natural plants, returns are accepted exclusively under the following conditions:

• The plant must have the same liveliness, aesthetic appearance and phytosanitary conditions, same as the date it was sold;
• The plant must be properly packed in its original packaging, or delivered by hand to the address indicated, under conditions that safeguard its total integrity.

 

Returns of natural plants are not accepted if, when they are returned, there are::

• Missing leaves, branches or any other parts of the plant broken or damaged;
• Clear signs of water stress (the client must ensure that the plant is properly watered while in its possession);
• Signs of over-watering or fertilization;
• Presence of pests or diseases.
• If it is in a demarcated area or surrounding area by the Trioza Erytreae: https://www.citrina-plants.com/pt/zonas-restritas-encomendas-portugal/

 

To start the return process, the user must contact Citrina's Customer Service by sending an email to shop@citrina-plants.com with the indication that he wants to return items from his order. In this information, the user must communicate the following data:

• Online Order Reference;
• Quantity of articles and Reference of them;
• Reason for Return;
• Photos of the item to return;
• Return Method (carrier or in person).

 

Subsequently, the user can return the order items in two different ways:

Shipping products or hand delivery to the following address:

• If you are in Portugal or Spain: Citrusplants, lda, Larga Vista, 8375-037 S.B.Messines, Algarve.
• If you are in other European country: Citrina Sales BV, Kalslagerweg 12, 1424PM De Kwakel, The Netherlands.
• The user must also send a copy of his order with his return.

We emphasize that the return shipping costs are borne by the customer.

 

Upon receipt and verification of the order's products, Citrina will proceed to refund the value of the returned items within a maximum period of 15 days.

This date is valid after receiving the items at the addresses indicated.
We inform that the shipping costs of the order will only be refunded if there is a manufacturing defect in the items returned from the order.

 

Right to free termination in contracts concluded remotely or concluded outside the establishment

The consumer has the right to terminate the contract without incurring any costs, where applicable, and without needing to indicate the reason, within 14 days from: The day on which the consumer or a third party, with the exception of the carrier, indicated by the consumer acquires physical possession of the goods, in the case of purchase and sale contracts.
 

 

1.3 Refund Form

The refund of the value of the products to be returned will be made through the same payment method as the online order (ATM reference, Credit Card or Paypal).

If the payment has been made by ATM reference, the refund will be made by bank transfer, and the user must indicate his IBAN for that purpose.

Regarding credit card payments, the user must check his credit card statement. In case the user has used Pay Pal to pay for their order online, they should check the balance of their Pay Pal account.

The refund will be made within a maximum of 15 days after the date of receipt of the product at the addresses indicated.

Any question on this topic should be clarified with Citrina's Customer Service – shop@citrina-plants.com