Welcome to our Shipping and Returns Policy. At l'Hortus, we are committed to ensuring the satisfaction of our customers in Belgium while maintaining a cordial and understanding approach throughout the purchasing and after-sales process. Please read the following policy carefully to understand how we manage shipping, returns, and refunds for purchases made on our website.

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Refund & Return Policy

• Damaged Products: If you receive a product damaged during delivery, please email us at hortus.brussels@gmail.com within 5 days of receiving your order. Include pictures of both the damaged packaging and content. We will promptly address the issue with our delivery provider to resolve the problem.

• Eligibility for Return/Refund: Only products purchased directly from our website are eligible for return and refund or exchange. It is our priority to ensure that every customer is satisfied with their purchase.

• Condition of Returned Products: Products must be returned in their original, unopened, and unused condition. We cannot accept returns of products that have been opened or used, as they must be in their original sale condition.

• Return Shipping Costs: Please note that return shipping costs for a refund or an exchange are the responsibility of the buyer. We recommend using a trackable shipping service to ensure the safe return of your product.

• Proof of Purchase: Original purchase proof must be provided with your return to process a refund or exchange. This is essential for verifying your purchase with us.

• Before engaging any procedure you should always sent us an email before : hortus.brussels@gmail.com

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Delivery Policy

• Processing Time: Orders are generally processed within 2-3 working days. Our team works diligently to ensure your order is handled promptly.

• Delivery Time: After processing, please allow an additional 2-4 working days for delivery. Please understand that delays may occur and are on the responsibility of the carrier.

• Delivery Delays: We are not responsible for any delays in delivery beyond our control. We appreciate your understanding in these situations.

• Incorrect Delivery Address: If an incorrect delivery address is provided at the time of order, we cannot be held responsible for any delivery issues that may arise as a result. Please ensure your delivery information is accurate and complete.

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Should you have any questions or concerns regarding our Shipping and Returns Policy, please do not hesitate to contact us at hortus.brussels@gmail.com.