Refund policy

This policy applies to Kind Rituals products purchased directly from Green Cloud Nine e.U. through our online shop.

If you purchase a product directly from another supplier or website through a link on Green Cloud Nine, that purchase is subject to the terms and policies of the respective seller.

1. Your statutory right of withdrawal

If you are a consumer in the European Union, you generally have the right to withdraw from your purchase within 14 days without giving any reason.

For purchases of goods, the withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, receive the goods.

If your order is delivered in several separate shipments, the withdrawal period generally begins when you receive the last product or last part of the order.

You do not have to give a reason for exercising your right of withdrawal.

Your statutory consumer rights are not affected by anything in this policy.

2. How to exercise your right of withdrawal

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires.

You can do this:

Please include your:

  • Name
  • Order number
  • Products you wish to return
  • Date of purchase

You may use the model withdrawal form provided at the end of this policy, but you are not required to use it. Any clear statement informing us that you wish to withdraw from your purchase is sufficient.

Please do not send products back without first contacting us. Once we receive your withdrawal request, we will provide you with the with the appropriate return instructions and return address.

3. Returning the products after withdrawal

After notifying us that you wish to withdraw from your purchase, you must send the goods back to us without undue delay and, in any event, no later than 14 days after the day on which you informed us of your decision to withdraw.

The return is considered to have been made on time if you send the goods before the 14-day period has expired.

We will provide you with the appropriate return instructions and return address before you send the product/s back.

Unless the product is defective, damaged or incorrectly supplied, you are responsible for the direct cost of returning the goods.

You are responsible for taking reasonable care of the products while they are in your possession and for using appropriate packaging to protect the products during return transport.

4. Condition of returned products

You may handle the goods to the extent necessary to establish their nature, characteristics and functioning.

If a product has been handled beyond what is necessary for this purpose and this results in a loss of value, you may be liable for that diminished value to the extent permitted by applicable law.

For cosmetic products, additional hygiene and health-protection rules may apply as described below.

5. Sealed cosmetic products

For health and hygiene reasons, most Kind Rituals products are supplied with a protective seal.

Where a cosmetic product is sealed and is not suitable for return for reasons of health protection or hygiene, the statutory right of withdrawal does not apply once the seal has been removed.

Therefore, if you wish to exercise your right of withdrawal for a sealed cosmetic product, please do not open or remove the protective seal.

This does not affect your statutory rights in relation to products that are defective, damaged or not in conformity with the contract.

6. Refunds following withdrawal

If you validly exercise your statutory right of withdrawal, we will refund the payments we have received from you, including the cost of the least expensive standard delivery option offered by us when placing your order.

If you selected a more expensive delivery option, we are not required to reimburse the additional amount resulting from that choice.

We will issue the refund without undue delay and no later than 14 days after we have been informed of your decision to withdraw.

However, where goods are being returned, we may withhold the refund until:

  • we have received the returned goods; or
  • you have provided evidence that you have sent the goods back,

whichever occurs first.

Refunds will normally be made using the same payment method that you used for the original transaction, unless we have expressly agreed otherwise with you.

You will not be charged any fee for receiving the refund.

7. Damaged, defective or incorrectly supplied products

Your statutory rights in relation to defective, damaged or incorrectly supplied products are separate from and in addition to your right of withdrawal.

If your product:

  • arrives damaged;
  • is defective;
  • does not correspond to what you ordered; or
  • does not conform to the order or applicable legal requirements,

please contact us at support@greencloudnine.com as soon as possible and provide your order number and, where relevant, photographs showing the product, packaging and any visible damage..

We will assess the issue and inform you of the appropriate next steps.

Where a product is defective, damaged or incorrectly supplied, you will not be responsible for the reasonable costs of returning the product, subject to the applicable statutory rules.

Your statutory warranty and consumer protection rights remain unaffected.

8. Returns are not the same as withdrawal

A withdrawal is the statutory right to change your mind about an online purchase within the applicable 14-day period.

A return is the physical process of sending the goods back after exercising that right.

A product may also need to be returned because it is defective, damaged or incorrectly supplied. Such cases are handled separately under your statutory consumer rights.

9. Exchanges

We do not operate a general exchange service.

If you would like a different Kind Rituals product, you may return the original product in accordance with your statutory rights and place a new order separately.

This does not affect your statutory rights concerning defective, damaged or incorrectly supplied products.

10. Incorrect or incomplete delivery address

Please carefully check your delivery address before completing your order.

If an order cannot be delivered because an incorrect or incomplete delivery address was provided by the customer, please contact us at support@greencloudnine.com as soon as possible.

Where additional shipping or handling costs arise as a result of an incorrect or incomplete address supplied by the customer, these costs may be charged to the customer to the extent permitted by applicable law.

This does not affect your statutory consumer rights.

11. Products purchased from other sellers

This policy applies only to Kind Rituals products purchased directly from Green Cloud Nine e.U.

If a product on Green Cloud Nine is linked to another seller's website and you complete the purchase directly with that seller, the contract is with that seller and their applicable terms, withdrawal policy and return procedure apply.

12. Contact

For all questions relating to returns, refunds, withdrawal or defective products, please contact:

Green Cloud Nine e.U.
Email: support@greencloudnine.com

Please include your order number and date so that we can assist you as efficiently as possible.

13. Model withdrawal form

You may use the following form if you wish to withdraw from your purchase. You are not required to use this exact wording provided that your decision to withdraw is clearly communicated to us.

To:
Green Cloud Nine e.U.
Email: support@greencloudnine.com

Subject: Withdrawal from purchase

I/we hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Product(s): [Insert product name(s)]

Order number: [Insert order number]

Ordered on: [Insert date]

Received on: [Insert date]

Name of consumer(s): [Insert name]

Address of consumer(s): [Insert address]

Date: [Insert date]

Signature: [Only required if this form is submitted on paper]