Returns & Refunds Policy

Right of cancellation

You have the right to cancel your purchase and the contract of sale within 14 days of you (or a third party nominated by you) receiving the goods. The 14 days start on the day you receive the item.

If you have received several different items ordered in one order but delivered in separate parcels, the cancellation period expires 14 days after the day you take physical possession of the last item.

If you wish to return or exchange an item and exercise your right of cancellation, you must complete the returns form supplied with your order and send it to us before the cancellation period expires. Contact us at support@greenfoodsimport.shop if you would like the form emailed to you.

The item must be sent back to us within 14 days of the day you received it.

How to return

Send the item, together with a copy of the invoice, to:

Northbridge Retail Solutions Ltd
42 Kingsway
London, WC2B 6EX
United Kingdom

Any shipping costs for the return are your responsibility. You bear the risk for the item from the time of our delivery until we have received it back, so we recommend sending it as a tracked parcel.

Once we have received the item in unused condition (see the condition guidelines below) we will refund the amount. Refunds are always made to the payment method used for the purchase.

Condition of the item

Returns and exchanges must be sent back in the same condition, quantity and packaging in which they were received, without undue delay and no later than 14 days from the date you informed us that you were exercising your right of cancellation.

All items are sealed. On exchange or return the seal must be unbroken. Please note that you may try the item on with the seal intact, but not use it.

Because the packaging (boxes for food, supplements and similar) matters for resale, damaged or missing packaging counts as a reduction in value. You bear the risk that the item is properly packed and that the seal is intact during return shipping.

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

Guidelines for reduction in value

No signs of use, original packaging intact, seal unbroken: 0% deducted
Minor signs of use and/or missing or damaged original packaging, seal broken: 25% deducted
Visible signs of use and/or missing or damaged original packaging, seal broken: 50% deducted
Visible damage, for example scratches or stains that cannot be removed, seal broken: up to 100% deducted

The condition of the item is assessed by Northbridge Retail Solutions Ltd.

Refunds

Refunds are issued as soon as possible and, under normal circumstances, no later than 14 days after we receive your notice of cancellation. We may withhold the refund until we have received the item back for inspection.

Refunds are made only to the payment method used for the order. For prepayment by bank transfer, the refund goes to the bank account stated on the returns form. Your refund claim does not include any fees for the use of credit cards or other payment methods that we have paid to the acquirer.

Please note that you must cover the costs of returning and, where applicable, exchanging the item.

Items excluded from the right of cancellation

The following types of goods are not covered by the right of cancellation:

Goods made to the consumer’s specifications or clearly personalised.
Sealed goods which are not suitable for return for health protection or hygiene reasons, and where the seal has been broken after delivery.
Goods which by their nature become inseparably mixed with other items on delivery.
Goods where the seal has been broken.
Non-financial services that have been fully performed, where performance began with the consumer’s prior express consent and acknowledgement that the right of cancellation ends once the service is fully performed.
Supply of digital content not delivered on a physical medium, where performance began with the consumer’s prior express consent and acknowledgement that the right of cancellation is thereby lost.
Newspapers, periodicals or magazines, with the exception of subscription agreements for such publications.
Agreements concluded at a public auction.
Goods that deteriorate or expire rapidly.

Consumer complaints

If you have a complaint about a product bought in our shop, you can submit it to the relevant consumer complaints body in your country of residence. If you live in another EU country, you can also use the European Commission’s online dispute resolution platform: https://ec.europa.eu/consumers/odr/

If you register a complaint there, please quote our email address: support@greenfoodsimport.shop