Refund & Return Policy

Return Eligibility

Return, replacement or refund requests may be considered when there is a genuine issue with an order.

Depending on the circumstances, eligible issues may include:

• A product received in damaged condition.
• An incorrect product received instead of the item ordered.
• An item missing from the delivered order.
• A product with damaged or compromised packaging.
• Another verified order-fulfilment issue accepted by Green Village.

Damaged Products

If your product arrives damaged, please contact Green Village promptly after receiving the order.

To help us review your request, we may ask you to provide:

• Your name and contact information.
• Your order number.
• Name of the affected product.
• Clear photographs showing the damaged product.
• Photographs of the outer and inner packaging where relevant.
• A brief description of the problem.

Wrong Product Received

If you receive a product different from the product shown in your confirmed order, please contact us and provide your order number along with a photograph of the product received.

Once the issue has been reviewed and confirmed, Green Village may arrange an appropriate replacement, return or refund, depending on the circumstances.

Missing Items

If one or more products from your confirmed order are missing from the delivered package, please contact our customer support team.

Please provide your order number and details of the missing product. We may review our packing, fulfilment and delivery records before confirming the appropriate resolution.

Non-Returnable Items

Because Green Village sells food and grocery products, certain products may not be suitable for return after delivery for hygiene, safety, quality or product-integrity reasons.

Unless an item is damaged, incorrect, defective or otherwise accepted by Green Village as eligible, we may be unable to accept returns in circumstances including:

How to Request a Return

Please contact Green Village before sending any product back to us. Our team will review your request and provide instructions where a return is approved.

Refund Process

If a refund is approved, Green Village will communicate the applicable refund process to you.

Where an online payment was originally made, an approved refund may be processed through the applicable payment method or payment service provider, where available.

Processing time after a refund has been initiated may vary depending on the bank, payment gateway, card issuer or other payment service provider.

Product Replacements

Depending on the nature of the issue and product availability, Green Village may offer an eligible replacement instead of a refund.

Replacement requests are subject to verification and availability of the applicable product.

If the same product is unavailable, our team may discuss another appropriate resolution with you.

Order Cancellations

If you wish to cancel an order, please contact Green Village as soon as possible after placing the order.

We will try to accommodate eligible cancellation requests before the order has progressed too far through processing, packing or dispatch.

Once an order has been packed, dispatched or handed to a courier, cancellation may not always be possible.

Return Shipping

Please do not independently ship a product back to Green Village without first contacting our customer support team.

Where a physical return is required and approved, we will provide appropriate return instructions.

Responsibility for return shipping charges may depend upon the reason for the return and the circumstances of the order.

Delayed or Missing Refunds

If Green Village confirms that a refund has been processed but you have not yet received the amount, processing may still be pending with your bank or payment provider.