Consumer terms and conditions

1. The seller

Pago Nederland is the name of this online shop. The shop is operated by Green Acres B.V., your seller and contracting party. References to ‘we’ or ‘us’ in these terms mean Green Acres B.V.

2. When these terms apply

These terms apply when you order as an individual for purposes outside your trade or profession. Green Acres B.V.’s wholesale terms do not apply to these consumer purchases.

You can read and save these terms before ordering. We also provide the applicable terms and information about cancellation with your order confirmation in a form you can keep.

Your order is subject to the version available when you placed it. Later changes do not alter an existing agreement. Your mandatory statutory consumer rights always apply.

3. Products and information

The product page lists the main characteristics, volume and number of bottles per sales unit.

Pago is sold by the case of 12 bottles of 200 ml, unless a product expressly states otherwise.

A price per bottle or litre is a comparison price; the displayed case price is the selling price.

Before purchase, we provide the mandatory food information, including ingredients, allergens, nutritional values and relevant storage instructions. Please also read the label before consumption. Incorrect or missing information on our website does not affect your rights.

A label or package may differ from the image, but the products delivered must meet the agreed characteristics. We will only substitute an ordered flavour or a substantially different product with your agreement.

4. Prices and ordering

All consumer prices are in euros and include VAT. Delivery charges and any other unavoidable costs are shown before you order. Any applicable bottle deposit is listed separately.

Delivery requires a minimum product order value of €45. You order in whole cases of 12 bottles and can combine different flavours. The minimum order does not limit your right to cancel.

Before ordering, you can check and change the products, quantities, address and total. By selecting ‘Order and pay’, or an equally clear button, you place an order with an obligation to pay. The agreement is formed when your order reaches us. We confirm it by email. Please tell us about incorrect details as soon as possible.

We are not bound by an obvious pricing or entry error that you could reasonably have recognised. We will notify you immediately, never increase the price without your agreement and refund any payment received if no agreement has been formed.

If an ordered product is unexpectedly unavailable, we will discuss a solution with you. Your statutory rights to delivery or termination and a refund remain unaffected. A substitute product or a new delivery arrangement requires your agreement.

5. Payment

At checkout, you can choose from the payment methods offered. When Klarna is available, eligible customers may be able to pay later. Klarna decides which payment options are available following its own assessment. Klarna’s terms also apply to payments made through Klarna.

Your statutory right to withhold payment in the event of a failure to fulfil the agreement remains unaffected. Statutory rules apply to late payment. Collection costs are charged only after a valid, free payment reminder containing the legally required payment period and information.

6. Delivery

We deliver to supported addresses in the European Netherlands. Delivery restrictions are shown before you order. This shop does not offer standard delivery abroad or to the Caribbean Netherlands.

Delivery costs €6.95 per order. Delivery is free for product orders of €75 or more after discounts. Delivery charges themselves do not count towards this threshold. These amounts include VAT. An order may arrive in several parcels at no extra delivery charge.

The expected dispatch or delivery time is shown in the shop before purchase. Dispatch time is not the same as delivery time. Unless another delivery period has been agreed, we deliver no later than 30 days after the agreement is formed.

We will inform you of any delay. If we do not deliver on time, you may give us a reasonable additional period.

If we still fail to deliver, you may terminate the agreement and receive your payment back without undue delay. Where the law allows, for example if we refuse to deliver or an agreed essential delivery date is missed, you may terminate immediately.

The risk of loss or damage remains with us until you, or a third party you have designated other than the carrier, receive the products. We will resolve any problem with our carrier with you.

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.

12. Complaints, liability and disputes

You can make a complaint using the details in article 1. Describe what happened and the solution you would like. We respond to complaints no later than 14 days after receipt. If further investigation is needed, we will tell you within that period when you can expect a substantive response.

Our liability is governed by law. These terms do not limit any mandatory rights to compensation, statutory guarantees or product liability. Ordinary transport problems do not automatically release us from our obligations to you.

The agreement is governed by Dutch law. This choice of law does not remove any mandatory protection you are entitled to under the applicable law. You may bring a dispute before the court that has jurisdiction under the law. You are not required to bring proceedings exclusively before a court chosen by us.

We process personal data as described in our privacy policy. Accepting these terms does not constitute consent to marketing or non-essential cookies.

Model cancellation form

Complete and return this form only if you wish to cancel the agreement. You may also cancel in another unambiguous way; this form is not compulsory. The statutory exceptions for certain products still apply.