A. Delivery
1) Delivery address
Once the order has been received by HYPHEA, the Purchaser shall no longer have the option of modifying its delivery address. Any subsequent modification to the order may therefore be invoiced by HYPHEA to the extent of the costs incurred.
2) Delivery territory
Unless otherwise specified on the Site, Products are delivered exclusively to all countries available on the Site.
Delivery of the Products shall be made to the address indicated by the Purchaser in the order as the “delivery address” (which may be different from the billing address), provided that it is within the possible delivery territory for the Products, and that it is not erroneous.
3) Delivery methods
There are different delivery methods available depending on the delivery territory. They are specified on the Site, at the time of order validation, on the payment page.
Before validating the order, the Purchaser is informed of the possible delivery methods for the Product ordered, as well as an estimated delivery time and the costs corresponding to each of these methods.
The Purchaser must select the desired delivery method and provide all the information required for effective delivery of the Product by this method.
HYPHEA reserves the right to modify the delivery methods offered at any time.
4) Delivery times
For information purposes, an estimated delivery time is given to the Buyer. This time is not contractual.
HYPHEA shall not be held responsible for exceeding this estimated delivery time, insofar as it remains dependent on the delivery times imposed by the carriers. No reimbursement or compensation may be demanded in this respect, except in the event of a legal provision to the contrary or a proven fault attributable to HYPHEA.
In the event of an order for several items, HYPHEA reserves the right to split shipments. In such a case, delivery charges shall only be invoiced once.
5) Delivery failures, returns, claims and associated costs
a) Non-collection, refusal of delivery or incorrect address
In the case of relay point deliveries, the Purchaser is obliged to collect the parcel within the time indicated by the carrier. Failing this, the package will automatically be returned to HYPHEA.
The same applies in the event of refusal of delivery by the Purchaser, or failure of delivery due to an incomplete, erroneous, inaccessible address, or repeated absence during a home delivery.
In these situations:
- The Purchaser shall contact customer service to request, at its option, a new shipment (at its expense) or a partial refund;
- In the event of a refund, HYPHEA shall deduct a flat-rate sum of six ninety (6.90) euros corresponding to the logistics costs incurred.
- The Buyer shall have a period of twenty (20) calendar days from the date of return of the parcel to HYPHEA to contact customer service.
After this period, the order may be considered abandoned and shall not give rise to any reimbursement or reshipment, unless HYPHEA decides otherwise in exceptional circumstances.
b) Package indicated as delivered but not received
If a parcel is indicated as “delivered” by the carrier but has not been received by the Buyer, the latter has a period of twenty (20) calendar days from the indicated delivery date to contact customer service.
After this period, no claim can be taken into account.
c) Missing, damaged or non-compliant product
If, upon receipt of the order, the Buyer notes that the parcel is damaged, incomplete or does not correspond to the order, the Buyer must inform HYPHEA within four (4) working days of receipt of the parcel.
The complaint must be accompanied by supporting photos showing the non-conformity, including imperatively :
- A photo of the outside of the parcel (with the packaging visible),
- A photo of the inside of the parcel,
- A photo of the transport label,
- A photo of any visible damage,
- A photo of the label affixed to the product concerned, enabling the Product(s) concerned to be identified.
After this period of 4 working days, HYPHEA cannot guarantee that the claim will be processed, as recourse to the carrier is no longer possible. Any request made after the deadline may however be examined on a case-by-case basis, without this constituting an obligation for HYPHEA.
B. Right of withdrawal
In accordance with the provisions of article L.221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for certain products, in particular :
- Products opened or unsealed after delivery, when they cannot be returned for reasons of hygiene or health protection;
- Products made to the Customer's specifications or clearly personalized;
- Products likely to deteriorate or expire rapidly, such as perishable foodstuffs or certain food supplements sensitive to heat, humidity or light.
Consequently, any return of a product that has been opened, altered, personalized, has a short expiration date or whose packaging has been damaged (damaged label, unsealed cap, removed seal, etc.) will not give rise to a refund, except in the case of an error attributable to HYPHEA or proven non-conformity.
Terms and conditions for exercising the right of withdrawal
Subject to the exclusions mentioned above, and in accordance with article L.221-18 of the French Consumer Code, the Buyer has a period of fourteen (14) days from receipt of his/her order to exercise his/her right of withdrawal, without having to justify his/her reasons.
The Buyer must first contact customer service in order to obtain a return agreement.
The request must be accompanied by the following supporting documents:
- A photo of the parcel, with the transport label visible,
- If the parcel has not been opened: a photo showing the integrity of the closed parcel,
- If the parcel has been opened: a photo of the Products in their original packaging, placed in the parcel.
In all cases, the Buyer must return a sworn statement, duly completed and signed, certifying that the Products have not been opened, used or altered.
Products must be returned in their original condition, unopened and in their original packaging, allowing them to be sold again.
The return parcel will be sent by the Purchaser's means and at his/her expense, to the address provided by customer service.
Reimbursement shall be made within a maximum of fourteen (14) days from receipt and verification of the return by our logistics department.
HYPHEA reserves the right to refuse any refund in the event of non-compliance with the conditions set out in this article.
The Buyer shall bear the full cost of returning the goods.
In the event of reimbursement, a flat-rate sum of six euros and ninety cents (6.90) will be deducted from the amount reimbursed, to cover logistical costs incurred by HYPHEA.