This Refund & Returns Policy applies to purchases made through www.hatorganica.com, operated by Durmaz Handels GmbH.
We provide clear procedures for withdrawal, returns, refunds, replacements and orders affected by delivery issues. Mandatory statutory rights applicable to consumers under German and European law remain unaffected.
For applicable consumer distance contracts, consumers generally have a statutory 14-day Right of Withdrawal without having to provide a reason.
The withdrawal period normally begins on the day on which the consumer, or a third party designated by the consumer other than the carrier, receives the goods.
To exercise the Right of Withdrawal, please contact us by email:
The customer should use an appropriate delivery method and retain evidence of return where applicable.
Where permitted by applicable law, the direct cost of returning goods following a withdrawal is borne by the customer.
The customer may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where such responsibility is provided for by applicable law.
4. Refund Following Withdrawal
Following a valid withdrawal, we will reimburse the payments received from the customer in accordance with applicable statutory requirements.
Where required by law, the refund includes the standard delivery charge paid for the original shipment. Any additional amount resulting from the customer’s choice of a more expensive delivery option is treated in accordance with applicable law.
Where legally permitted, reimbursement may be withheld until the returned goods have been received or the customer has supplied evidence that the goods have been returned.
Refunds are made using the applicable payment method associated with the original transaction unless another arrangement is agreed with the customer.
5. Faulty, Damaged or Non-Conforming Goods
If an item arrives damaged, has a fault or does not conform to the applicable order requirements, please contact us by email:
Photographs clearly showing the relevant condition of the item
Photographs may be sufficient for us to assess a damaged item without requiring the customer to return it.
Following review of the information provided, we may arrange a replacement or refund as appropriate to the circumstances and applicable statutory requirements.
Where a damaged item does not need to be returned, the customer will be informed accordingly.
6. Refund or Replacement for Damaged Goods
Where the available information confirms that an item was damaged during delivery or otherwise requires a remedy, we may arrange:
A replacement item; or
A refund of the relevant purchase amount.
The appropriate remedy will depend on the circumstances of the individual order and the remedies available under applicable law.
A customer will not be required to return a damaged item where we have confirmed that a return is unnecessary.
7. Incorrect or Non-Conforming Items
If you receive an item that does not correspond with your order, please contact:
Please provide your order number together with photographs or other relevant information.
We will review the order and the reported issue and arrange an appropriate remedy in accordance with the circumstances and applicable statutory requirements.
8. Delivery Delays
Orders are generally delivered within 5–9 business days from dispatch.
Shipments may be handled by carriers including DHL, FedEx and UPS, including applicable Priority services.
Tracking information may be sent automatically to the email address provided when the order was placed. Notifications may relate to dispatch, movement between logistics locations, arrival at the destination area and local delivery.
If an order has exceeded the standard delivery period, please contact us at:
We will review the available tracking information and, where appropriate, request an investigation from the relevant carrier.
Following the carrier investigation and consideration of the circumstances, we may arrange a full refund or replacement where appropriate.
Any mandatory statutory rights relating to delayed or non-delivered goods remain unaffected.
9. Lost or Undelivered Orders
If tracking information does not confirm successful delivery, customers should contact us so that the shipment can be reviewed.
We may request an investigation from the relevant carrier and review the available delivery information.
For consumer purchases, the risk of accidental loss or damage does not generally transfer to the consumer merely because the goods have been handed to a carrier.
Where an order is confirmed as undelivered, the matter will be handled in accordance with the applicable statutory requirements and the circumstances of the individual order.
10. Payment Methods and Refunds
Orders placed through www.hatorganica.com may be paid using the payment methods displayed at checkout.
Available payment methods may include:
Visa
Mastercard
American Express
Apple Pay
Google Pay
Other electronic wallet payment methods displayed at checkout
Where a refund is approved, it will normally be issued through the applicable payment method used for the original transaction, subject to the applicable payment arrangements.
We will review the order status and determine whether cancellation can be processed before dispatch.
Where the statutory Right of Withdrawal applies, exercising that right remains available in accordance with the applicable legal requirements.
15. Statutory Consumer Rights
This Refund & Returns Policy does not exclude, restrict or replace mandatory statutory consumer rights.
In particular, statutory rights relating to withdrawal, defective or non-conforming goods, refunds, replacement, price reduction and other applicable remedies remain unaffected.
Where mandatory German or European consumer law provides a right or remedy that differs from this policy, the applicable statutory provision shall prevail.
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