Product Returns

Customer satisfaction is of the utmost importance to us. For this reason, if you are dissatisfied with your organic product(s) you may request an exchange or refund within 14 calendar days from the date of purchase. Please complete the Return Form and give us more details. We will send you a RMA number and issue a refund based on the condition of the returned product/s as follows:

  • For a 100% refund, the product/s must be returned to us in their original packaging, unopened and with seals intact.
  • For orders placed in error, a restocking fee of 5£ will be charged to exchange the product if within the 14 calendar day return window.
  • If the product/s have been opened, we will subtract a processing fee equal to 60% of each returned product’s price.
  • If 14 days have passed since you were issued the return form, and the RMA tracking number lists no activity indicating it has hit the mailstream, your return will be cancelled and no refund will be provided.

Any refunds will be issued to the original payment method unless store credit is requested. There is no benefit or detriment to either refund option. If you are dissatisfied please complete the Return Form below.

RETURN FORM

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    Policy Information

    This policy sets out your right to cancel your contract for the purchase of goods from us, GOLDEN VIRGIN PRODUCTION LTD trading as GOLDEN VIRGIN® organic (“we” or “us”).

    1. Right To Cancel Under The Consumer Regulations

    1.1. We have explained below how you can exercise your rights to cancel your contract with us under the Consumer Regulations.

    1.2. You have a right to cancel this contract within 14 days without giving any reason (whether or not the products are faulty). Individual faulty products may be rejected for a refund within 30 days from the date of delivery.

    1.3. The cancellation period will start on the day you place your order and will end 14 days after you have taken physical possession of the goods.

    1.4. To exercise the right to cancel, you must inform us, Golden Virgin Production Ltd, email: sales@goldenvirginfoods.com,  telephone: 0203 693 4487 of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or email). You can use the cancellation form attached at the bottom of this policy, but it is not compulsory.

    1.5. To meet the cancellation deadline it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

    1. Effects Of Cancellation

    2.1. If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for additional costs arising if you choose an enhanced delivery option other than the least expensive type of standard delivery offered by us).

    2.2. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

    2.3. We will make the reimbursement without undue delay and not later than

    2.3.1. 14 days after the day we receive back from you any goods supplied, or

    2.3.2. (if earlier), 14 days after the day you provide evidence that you have returned the goods, or

    2.3.3. if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

    2.4. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

    2.5. You agree to send back the goods without undue delay and in any event not later than 14 days from the day on which you inform us that you wish to cancel. Goods must be returned in reasonable condition and packaging should be undamaged. The deadline is met if you send back the goods before the period of 14 days expires.

    2.6. You will have to bear the cost of shipping the goods to us.

    2.7. You are only liable for any reduced value of the goods resulting from your handling of the goods if that handling goes further than is necessary in order for you to establish the nature, characteristics and functioning of the goods.

    1. Where You Do Not Have a Right to Cancel

    Where goods have been personalized to your requirements or the goods are perishable or have a hygiene element then you will not be entitled to cancel the contract under the Consumer Regulations unless the goods are defective.

    Your right is to cancel your entire order in the case of goods which are not faulty and we reserve the right to refuse partial cancellations or returns for goods which are not faulty.

    We also reserve our right to refuse returns or cancellations of goods which include a hygiene element. For any goods which include a hygiene element we may accept returns if the returned products are unused, intact, and unopened in their original packaging in a condition which is suitable for resale.

    OUR CONTACT DETAILS

    ADDRESS

    Kemp House, 152-160 City Road,
    London, EC1V 2NX, UK

    PHONE

    +44 (0) 2036 934 487