Refund Policy for Greenhouse Bodega Ltd (www.greenhousebodega.com)
Last Updated: May 9, 2025
At Greenhouse Bodega Ltd ("we," "us," or "our"), we strive to ensure your satisfaction with every purchase. This Refund Policy outlines our procedures for returns and refunds for products purchased through our website www.greenhousebodega.com (the "Site").
1. Eligibility for Returns and Refunds
We generally accept returns and offer refunds under the following circumstances:
- Damaged or Defective Products: If you receive a product that is damaged or defective upon arrival, please notify us within 3 days of receiving your order. You will need to provide photographic evidence of the damage or defect.
- Incorrect Products: If you receive a product that is different from what you ordered, please notify us within 3 days of receiving your order.
2. Non-Refundable Items
The following items are generally non-refundable, unless they are damaged or defective upon arrival or we have sent you the incorrect item:
- Perishable Goods: Due to their nature, perishable items such as fresh produce, dairy, and frozen goods are generally non-refundable.
- Personal Care Items: For hygiene reasons, personal care items (e.g., cosmetics, toiletries) that have been opened or used cannot be returned.
- Gift Cards: Gift cards are non-refundable and cannot be exchanged for cash.
- Downloadable Digital Products: Once purchased and downloaded, digital products are non-refundable.
- Items Marked as "Non-Returnable": Any items explicitly marked as "non-returnable" at the time of purchase.
3. Return Process
To initiate a return, please follow these steps:
- Contact Us: Notify our customer support team via email at hi@greenhousebodega.com or phone at +254 769 456 425 within the applicable timeframe mentioned in Section 1. Please provide your order number, the name of the product you wish to return, and the reason for the return, along with any supporting evidence (e.g., photos of damage).
- Return Authorization: Our customer support team will review your request and, if eligible, provide you with a Return Authorization (RA) number and instructions on how to return the product.
- Packaging and Shipping: Carefully package the item(s) to be returned in their original packaging (if possible) or suitable protective packaging. You may be responsible for the return shipping costs unless the return is due to a damaged, defective, or incorrect item.
- Return Address: Ship the item(s) to the return address provided by our customer support team.
4. Refund Process
Once we receive your returned item(s) and verify that they meet the conditions outlined in this policy, we will process your refund.
- Refund Method: Refunds will be processed based on your original method of payment, excluding a 3.5% bank transaction cost for card payments or any applicable M-Pesa transaction charges, and excluding the original shipping charges.
- Refund Calculation: The final refund amount will be the original purchase price of the returned item(s) less the aforementioned bank or M-Pesa transaction costs (if applicable to your original payment method) and the original shipping charges.
- Refund Timeframe: Please allow 7 business days from the date we receive the returned item(s) for your refund to be processed and reflected in your account. Processing times may vary depending on your payment provider.
- Shipping Costs: Original shipping costs are generally non-refundable unless the return is due to a damaged, defective, or incorrect item. In such cases, the refund will include the original purchase price and the original shipping charges, but will still be subject to the deduction of bank or M-Pesa transaction costs. If we are responsible for the return (due to a damaged, defective, or incorrect item), we will typically cover the reasonable return shipping costs.
5. Exchanges
We currently do not offer direct exchanges. If you wish to exchange an item, please return the original item following the return process outlined above and place a new order for the desired item.
6. Damaged Goods Upon Arrival
If your order arrives with visible damage, please:
- Refuse the Delivery: If possible, refuse the delivery and inform the delivery personnel of the damage.
- Contact Us Immediately: If you accept the delivery, please contact us immediately (within 3 days) and provide photographic evidence of the damaged packaging and the damaged item(s). We will work with you to arrange for a replacement or refund.
7. Our Discretion
We reserve the right to assess the condition of returned items and determine whether they are eligible for a refund. We may refuse a refund if the returned items do not meet the conditions outlined in this policy.
8. Contact Us
If you have any questions or concerns about our Refund Policy, please contact us at:
Greenhouse Bodega Ltd
Email: hi@greenhousebodega.com
Phone: +245 769 456 425