Refund policy

Return & Refund Policy

Our Approach to Consumable Goods At Baltic Mercosur, we pride ourselves on delivering premium, high-performance yerba mate. 

European Union 14-Day Right of Withdrawal & Hygiene Exemption Under EU consumer protection laws, you have the right to return an order within 14 days of receiving it. However, to protect the health and safety of our customers, this right is voided once the product has been unsealed or opened (Article 16(e) of Directive 2011/83/EU).

  • Unopened/Sealed Products: We accept returns within 14 days of delivery. The buyer is responsible for the return shipping costs.

  • Opened Products: We strictly do not accept returns, exchanges, or offer refunds for yerba mate packages that have been opened, unsealed, or consumed, even if you did not like the taste.

Damages, Defects, and Order Issues We stand behind the quality of our logistics and our products. If your order arrives damaged (e.g., the vacuum seal is broken, packaging is ripped), if you received the wrong item, or if the product is fundamentally defective, we will take full responsibility.

Please inspect your order upon reception. If there is an issue, you must contact us within 14 days of receiving the product so we can evaluate the situation and make it right via a free replacement or a full refund.

How to Submit a Claim for Issues or Returns To initiate a claim for a damaged product or to request a return for an unopened item, please contact us at info@balticmercosur.com. You must include:

  • Your order number.

  • Clear photographs showing the condition of the shipping box and the damaged product (if claiming a defect).

If your claim or return is accepted, we will provide instructions on where to send your package. Items sent back to us without first requesting a return evaluation will not be accepted.

Refunds We will notify you once we’ve received and inspected your return or claim, and let you know if the refund or replacement was approved. If a refund is approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at info@balticmercosur.com.