Refund policy

Return & Refund Policy

At Hempalaya, we want you to feel confident with your purchase. If something isn’t quite right, we’re here to help.

Right of Withdrawal (EU Customers)

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire 14 days after the day on which you, or a third party indicated by you (other than the carrier), receive the goods.

To exercise your right of withdrawal, you must inform us:

Hempalaya – Desiree Kudrys e.U.
Aichhorngasse 5
1120 Vienna
Austria
Email: contact@hempalaya.com

by means of a clear statement (e.g. email) about your decision to withdraw from this contract.

To meet the withdrawal deadline, it is sufficient that you send your communication before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including the cost of standard delivery (excluding additional costs resulting from a different delivery method chosen by you), without undue delay and no later than 14 days from the day we receive your withdrawal notice.

We will use the same payment method you used for the original transaction, unless expressly agreed otherwise.

We may withhold the refund until we have received the returned goods or proof that you have sent them back.

You must return the goods without undue delay and no later than 14 days after informing us of your withdrawal.

You will bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Returns

You may return your items within 14 days of receiving your order.

To be eligible for a return:

Items must be unused, unworn, and in original condition
Items must be returned in their original packaging
Proof of purchase is required

How to initiate a return

Before sending any items back, please contact us at:

contact@hempalaya.com

Include:

Your order number
The item(s) you wish to return

We will provide you with the return instructions.

Return shipping

Return shipping costs are the responsibility of the customer
We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items

Refunds

Once your return has been received and inspected:

You will be notified via email
Approved refunds are processed within 5–10 business days
Refunds are issued to your original payment method

Damaged or defective items

If your item arrives damaged or defective, please contact us within 48 hours of delivery and include photos.

We will arrange a replacement or refund as quickly as possible.

Exchanges

We do not offer direct exchanges.
If you would like a different item, please return your original order and place a new one.

Important notes

For customers outside the EU (e.g. Switzerland), customs duties and import taxes are non-refundable
Shipping costs are non-refundable

Contact

If you have any questions, feel free to contact us: