Return and Refund Policy

Refund and returns policy


Users making purchases on the website whose payment is not made, received or processed successfully will have their purchases canceled 3 days after the order has been placed. The user has the right of withdrawal, under the terms of article 10 of Decree-Law no. 24/2014, of February 14, for contracts concluded at a distance or outside the establishment within a period of 14 working days.

Order cancellations are only possible up to the time of dispatch and may be requested by the customer. If you wish to cancel your order on, you should do so as soon as possible. You will receive a written communication from the HempyRoots team informing you that the order has been canceled within a maximum of 24 hours. If payment has already been made, the amount will be refunded to the customer using the same payment method.

If your order has already been sent, it will not be possible to consider canceling it. HempyRoots reserves the right to cancel your order, which is in “awaiting payment” status and has not yet been paid for, in the event of a stock outage. You will then receive an email informing you that your order has been canceled.


Eligible items purchased on the HempyRoots website can be exchanged or returned within the legal 14-day period and their value refunded, provided they cumulatively meet the return conditions:
– the packaging(s) of each product must be the original(s) and perfectly intact, without any damage or signs of use (dirt, scratches, etc.) or opening (open or damaged seals and lids, etc.)
– the receipt(s)/purchase slip(s) must accompany the product(s).

Returns or exchanges are not accepted on the following products: Medicines, Food Supplements, Food.


Rua de Belmonte 14, 4050-096 Porto.


The cost of returning the goods will be borne by the user.
– Shipping costs are not refunded, as this is a non-refundable service.
– The cost of collection and reshipment will depend on the customer’s geographical area of residence. If you have any questions, don’t hesitate to get in touch with Hempy Roots Customer Service using our contact details – e-mail, telephone, cell phone or Whatsapp. HempyRoots Customer Service is available to support you from 10:00 to 20:00 every day (except public holidays).


Your products will be exchanged or the amount paid will be refunded within 14 days of receipt and validation of compliance with the conditions for returning the items at our premises, and the refund will be made by the same method by which payment was made. We suggest that you keep proof of return of the products.


If the shipping packaging is damaged, you should check its contents at the time of delivery and immediately complain to the carrier. Don’t hesitate to get in touch with HempyRoots Customer Service using our contact details – e-mail, telephone, cell phone, online chat or Whatsapp. HempyRoots Customer Service is available to assist you from 10:00 to 20:00 (WET) every day (except public holidays).

If you have received a package in good condition, but the items are still damaged, please contact us using the above means. Once you have contacted HempyRoots Customer Service and been given instructions on how to return/exchange the item, you must send it properly packaged to our return address above.