Cancellation policy

Order Cancellation Policy

At Hifas da Terra S.L., we understand the importance of providing our customers with a transparent, secure and high-standard purchasing experience.
To this end, we have developed this Order Cancellation Policy, which governs the procedures and conditions under which customers may cancel orders placed for our products, in compliance with applicable national and international consumer and e-commerce regulations, as well as those in the customer’s country of residence.

This policy applies to all purchases made through our website www.youroptimum.com under the terms and conditions outlined below.

Definition of Customer

For the purposes of this Order Cancellation Policy, a Customer is defined as any natural or legal person who has purchased products through any of the purchase options offered by Hifas da Terra S.L. via its online store.

1. Right to Cancel an Order

Customers have the right to cancel their order within a maximum period of 24 hours from order confirmation, provided the order has not yet been processed or shipped. This cancellation period applies only to purchases made through our online store.
If the order has already been processed or shipped, cancellation is no longer possible. However, customers may still request a return under our Returns and Refunds Policy if they so wish.

2. Cancellation Procedure

To exercise the right to cancel, customers must notify Hifas da Terra S.L. clearly and unequivocally within the stated 24-hour period via one of the following channels:

  • By sending an email to atencion@youroptimum.com with the subject “Order Cancellation”, including the relevant details (order number, full name of the customer, purchase date and description of the product).

Upon receiving the cancellation request, Hifas da Terra S.L. will acknowledge receipt and, if the order has not yet been processed or shipped, will proceed to cancel the order immediately.

3. Exceptions to the Right to Cancel

Certain circumstances will exempt an order from cancellation, in line with current regulations:

  • Processed or shipped orders: If the order has already been processed or shipped when the cancellation request is received, it will not be possible to stop delivery or cancel the order.

  • Custom or special order products: Products that have been personalised or produced to the customer’s specific requirements cannot be cancelled once production has started.

  • Specific offers or promotions: For products purchased under special offers or promotions, cancellation conditions may vary. Any such variations will be clearly stated in the terms of the relevant offer or promotion.

4. Refund After Cancellation

If the customer exercises their right to cancel within the stipulated period and the order has not been processed or shipped, Hifas da Terra S.L. will issue a full refund of the amount paid by the customer. The refund will be processed using the same payment method used for the original purchase, unless another method is expressly agreed.

Refunds will be processed within a maximum of 14 calendar days from confirmation of the cancellation.

5. Modification or Correction of Orders

If the customer wishes to modify or correct any details related to their order (shipping address, products purchased, etc.), they may do so within the same 24-hour period from order confirmation, provided the order has not yet been processed. To request changes, customers should contact our Customer Service Department using the contact details mentioned above.

6. Customer Responsibility

It is the customer’s responsibility to provide accurate and truthful information during the purchase process, particularly regarding shipping and billing details.
Hifas da Terra S.L. accepts no liability for delays, errors or additional costs arising from inaccuracies in the information provided by the customer.

Last modified: 24th of April 2025