Right of Withdrawal, Returns and Complaints

1. 14-Day Right of Withdrawal

Pursuant to Art. 50 of the Consumer Protection Act, you have the right to withdraw from the distance contract within 14 days, without stating a reason. The period begins to run from the day on which you, or a third party indicated by you, take possession of the goods.

To exercise your right of withdrawal, it is sufficient to send us an unambiguous statement before the deadline expires — by email to info@green-drops.com.

2. Effects of Withdrawal

• You must return the goods without undue delay and no later than 14 days from the day on which you communicated your withdrawal.
• The direct cost of returning the goods is borne by you, unless we have expressly agreed to bear it.
• We will reimburse all payments received from you, including delivery costs (except for the additional costs if you chose a delivery method other than the cheapest standard delivery we offer), within 14 days from the date we are notified of the withdrawal.
• We are entitled to withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back.
• Since payment is made by cash on delivery, the amount will be refunded to a bank account indicated by you or by postal money order.
• You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and proper functioning of the goods.

3. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to sealed goods which have been unsealed after delivery and cannot be returned for reasons of health protection or hygiene (Art. 57(5) of the Consumer Protection Act). Food supplements fall into this category where the original protective packaging or seal has been broken.

4. Standard Withdrawal Form

5. Complaints

• If the goods do not conform to the contract, you are entitled to lodge a complaint under Art. 112–115 of the Consumer Protection Act within 2 years of delivery.
• Complaints may be made verbally by phone at +359 885 031 122 or in writing to info@green-drops.com, stating the order, the nature of the non-conformity and your preferred remedy.
• Please attach to your complaint a document proving the purchase (receipt, invoice or waybill).
• Bringing the goods into conformity will be carried out free of charge to you within one month.
• We maintain a register of complaints filed, pursuant to Art. 127(3) of the Consumer Protection Act.

6. Damaged Shipments

Please inspect the shipment in the presence of the courier. In case of visible damage, draw up a report with the courier and notify us within 24 hours so that we can arrange a replacement.

7. Alternative Dispute Resolution

You have the right to refer the dispute to a conciliation commission at the Commission for Consumer Protection or via the EU's online dispute resolution (ODR) platform.