Returns and refunds policy

Pago Nederland is a trading name for this online shop. Green Acres B.V. is the seller and contracting party.

Green Acres B.V.
Gooiland 38, 1948 RC Beverwijk, the Netherlands
Chamber of Commerce number: 72042273
VAT identification number: NL858959859B01
Email: contact@greenacrefoods.nl
Telephone: +31 6 21412366

7 Cooling-off period and cancellation

You may cancel your purchase without giving a reason up to 14 days after the day on which you, or a third party you have designated other than the carrier, receive the products. For a single order with several separate deliveries, the period starts on receipt of the last product or parcel. You may also cancel before delivery.

If the last day of the cooling-off period falls on a Saturday, Sunday or recognised public holiday, the period ends on the next working day. The exceptions in article 8 still apply.

Tell us clearly within this period that you wish to cancel the purchase. You may do this by email or letter using the details in article 1, by telephone, using the enclosed model form or through the online cancellation function. You do not have to use the model form. Your notice must be sent before the period ends; you do not need our prior permission.

You can find the online cancellation function through the clearly marked ‘Cancel a purchase’ button in the shop footer and through your order status. After completing and confirming it, you will immediately receive a digital acknowledgement containing the details, date and time of your notice. Use the email address from your order to open the relevant order, then confirm which products you wish to cancel. You do not need to create a new customer account with a password. If the online function is temporarily unavailable, you can always cancel by email, letter or telephone.

Please include your order number and the products you wish to return if possible, so we can process your notice promptly. You do not have to give a reason or wait for our reply to meet the statutory return deadline.

8 Exceptions for food and drink

Unopened Pago drinks with a long shelf life are generally covered by the cooling-off period. Simply being food or drink, or having a best-before date, does not exclude a product from the right to cancel.

The right to cancel does not apply to products that genuinely spoil quickly or have such a limited shelf life that the statutory exception applies. If we offer such products, we will clearly state the exception for the relevant product before purchase. A discount or a short remaining shelf life is not, in itself, an automatic exclusion.

For a sealed product that is unsuitable for return for health protection or hygiene reasons, the right to cancel ends when you break the relevant seal after delivery. For a bottle of juice, this means the bottle’s food-safe factory seal. An opened bottle therefore cannot be returned simply because you have changed your mind.

Opening only the shipping box, outer case or transport wrapping does not break the bottles’ food-safe seals. Opening one bottle does not automatically remove your rights for the other individually sealed bottles.

These exceptions never limit your rights if a product is incorrect, damaged, spoiled or otherwise does not conform to the agreement. Article 11 applies to such problems, including defects you discover only after opening.

9 Returns and return costs

After notifying us of your cancellation, return the relevant products to the returns address in article 1 without undue delay and no later than 14 days afterwards. You meet the deadline if you send the products before this period ends. Please keep proof of postage if possible.

You are responsible for the direct cost of returning products when you exercise your right to cancel. These costs depend on your chosen carrier, the weight and the number of parcels. We do not charge administration or handling fees, or a standard restocking deduction. If we are responsible for an error or defect, the free remedy in article 11 applies.

Handle the products carefully and store them as instructed on the label. You may inspect them as far as necessary to establish their nature, characteristics and functioning. Do not open a bottle’s food-safe seal if you wish to return it because you have changed your mind.

Pack glass bottles securely, with protection around and between them so they cannot knock together. Preferably use our packaging or equally safe packaging. The absence of the original outer case is not, in itself, a reason to refuse a return.

You are liable only for a reduction in value for which the law makes you responsible, for example from handling beyond what is necessary for inspection. We will explain any deduction specifically. We do not charge a fixed penalty. If we have not informed you correctly about your right to cancel, the statutory consequences apply, including the rules on extending the period and on reductions in value.

10 Refunds

We will refund you without undue delay and no later than 14 days after receiving your cancellation notice. We may wait until we have received the products or you have provided evidence that you have returned them, whichever happens first. This right to wait does not apply when we offer to collect the products ourselves.

If you cancel the entire order, we will refund the purchase price received and the cost of our cheapest standard delivery. We do not have to refund any supplement for a more expensive delivery method you chose. Where delivery was free, no delivery payment was made to be refunded.

You may also cancel part of your order. We will refund the price actually paid for that part, taking account of the discount allocated to it. When part of a case is returned, we divide the actual case price paid proportionately across the bottles. The exclusions in article 8 still apply.

For a partial return, we do not refund the original delivery charge to the extent that it would have remained the same for the products you keep. We will not retrospectively charge delivery because a return brings an order originally delivered free below €75. Nor does the minimum order result in an additional charge.

We will refund you using the same payment method you used, unless you expressly agree to another method at no cost to you. We will not require you to accept a voucher.

11 Quality, breakages and incorrect deliveries

You are entitled to products that conform to the agreement and to what you can reasonably expect. Relevant factors include the product description, the nature of the product, the price, the agreed shelf life and the storage instructions. An additional manufacturer’s guarantee does not limit your statutory rights.

The best-before date and storage instructions are on the packaging. A normal delivery should have a shelf life that is reasonable for the product sold and its agreed use. If we specifically offer a product with a short remaining shelf life, we will clearly describe it as such before purchase and provide the relevant shelf-life information.

Check the delivery as soon as reasonably possible. Report breakages, leaks, an incorrect flavour, missing bottles or a quality problem as soon as possible using the contact details in article 1. Please include the order number, the products concerned and, for a quality problem, the best-before and batch details if possible.

Photographs of the packaging and damage help us assess the problem, if you can take them safely. We do not impose a 24- or 48-hour cut-off. For consumer purchases, a report within two months of discovering a defect is always considered timely. Not reporting immediately, or being unable to provide a photograph, does not automatically mean you lose your rights.

Do not drink from a damaged or leaking bottle. Do not return loose glass or a parcel that is leaking unsafely. We will agree a safe solution with you. If a return is needed because of a defect or an incorrect delivery, we will cover reasonable return costs.

We will provide an appropriate remedy free of charge in accordance with the law, usually a replacement for drinks. Where the statutory conditions are met, you are entitled to a price reduction or termination of the purchase with a refund. This may apply, for example, if replacement is impossible, cannot be completed within a reasonable time, or the defect justifies immediate termination.