Returns and Withdrawal
We carefully prepare every order and want you to be satisfied with your purchase. This page explains how to contact us if a product arrives damaged, incorrect or incomplete, or if you would like to request a return.
Please contact us before returning any product
Products must not be returned without prior authorisation. Before sending anything back, please contact our Customer Service team so that we can review your request and provide the appropriate instructions.
Damaged, incorrect or incomplete orders
Please contact us as soon as possible if your order arrives damaged, if you receive the wrong product or if an item is missing.
To help us assess the issue, please include:
- Your name and order number
- The name of the product concerned
- A brief description of the problem
- Clear photographs of the product and packaging, where applicable
Change of mind
A return requested because you have changed your mind is not automatically accepted. Each request will be reviewed individually, taking into account the type of product, its condition and the circumstances of the purchase.
Any return must be approved by EM Farm before the product is sent back. Mandatory consumer rights provided by applicable law remain unaffected.
Food products and product condition
Because our catalogue includes food products, certain items may not be eligible for return for reasons relating to product safety, hygiene, preservation or deterioration.
A return may be refused when a product:
- Has been opened, used or partially consumed
- Does not have its original packaging or seals
- Has been stored or handled incorrectly after delivery
- Is no longer in a condition suitable for resale
- Has deteriorated for reasons not attributable to EM Farm
Approved returns
If your request is accepted, our Customer Service team will provide the return instructions and confirm the address to which the product must be sent.
Unless otherwise agreed, the product should be returned complete, protected and in its original packaging. Please do not send products to an address shown on the parcel without first receiving confirmation from us.
Refunds, replacements or other solutions
Once the request and, where applicable, the returned product have been reviewed, we will inform you of the proposed solution.
Depending on the circumstances, this may include a replacement, a refund, a partial refund, store credit or another solution agreed with you. The applicable method and timing will be confirmed directly by our Customer Service team.
Keep the product and packaging
If a product is damaged or does not correspond to your order, please keep the product, its labels, its original packaging and the shipping packaging until we have completed our assessment.
Please do not dispose of or return the product before receiving instructions, as these elements may be required to verify the issue.
Do you need assistance?
Contact our Customer Service team and provide your order number together with a brief description of your request. We will review the information and reply with the next steps.
This policy applies to purchases made directly from EM Farm. It does not limit any mandatory rights granted to customers by applicable law. EM Farm reserves the right to assess each request based on the nature and condition of the product and the circumstances of the order.