Return and Refund Policy

Last updated on March 9, 2023

Our opening precis on Privacy 

These Terms of the Privacy Policy will be translated into different languages. In case of any discrepancies between this English version and the translated versions, the English version of the Terms and Conditions shall prevail.

1. OUR SERVICES

These terms and conditions constitute the Return and Refund Policy of Green Choyce International GmbH as Service Provider to the (Master) Business Warehouses herein so-called Partner to inform their customers on the general procedures for them how to claim any defects from their purchases which they did either via the Green Choyce Website as service provider on behalf of the partners from Green Choyce International GmbH or OTC in any Business Warehouse.

Purchases can be made either online or OTC and will not divide the term of the Return and Refund Policy.

1. DEFINITION OF A DEFECT

1.1 A defect in its definition is the condition of a delivered product, which does not correspond to the condition that the customer could expect from a product. It is hereby initially to be determined whether the delivered goods also correspond to the way in which the goods were offered. This could have either be done via a website or by an on-site inspection of the goods. Furthermore, this could also have been presented either in the Partners´ showroom or through a demonstration during a customer visit by the Partner. We define in principal between an open and/or a hidden defect. How to deal with any damage is set out below.

2. WHAT IS THE DEFINITION OF AN OPEN DEFECT?

2.1 An open defect must be apparent without having opened the original packaging. It must be clear and unambiguous that the goods delivered do not correspond to what was offered. Or the delivered goods show an obvious transport damage. 

3. WHAT IS THE DEFINITION OF A HIDDEN DEFECT?

3.1 A hidden defect is not immediately apparent, which is why it is also referred to as a hidden defect. The recognition of this deficiency usually becomes visible when the product is considered to be used accordingly. A hidden defect can have many reasons that indicate a manufacturing defect or hidden transport damage or many more.

4. HOW TO REPORT A DEFECT?

4.1 The first step is to make sure that any defect is confirmed and documented by taking a photo. Only a confirmation of a witness may not be admissible in most cases. The next step is to document the defect in writing, which can be done by email or in a written letter. In the case of a written complaint per courier about defects, it is recommended to register the letter so that the customer can be sure that his written defect has also arrived. The posting confirmation from the sender (Post, DHL, UPS, etc.) must be presented in the event of a potential dispute. If an open or hidden defect is reported via email, the customer must insist that the receipt of this email must be confirmed as received by the Partner within 24 hours of sending the email, otherwise an email is to be regarded as not received. In such a case, the deadline for the 30-day open complaint is extended until the Partner has confirmed the receipt of the email.

4.2 In the case of a complaint about an open defect, the customer has 30 days to make his complaint about the defect known. 

4.3 A customer has 90 days to appeal a hidden defect. The process of informing the customer to the Partner must take place in the same way as already described in point 4.1. In the case of a hidden defect, it is might have been necessary that the packaging had to be opened in order to be able to recognize a hidden defect at all.

5. HOW TO VERIFY A DEFECT?

5.1 In principle, the Partner is free to react to a defect as it could have arisen from the Partner's point of view. To this end, the Partner is free to obtain independent expertise in order to verify the assessment of the damage and its origin. The costs for such an order from the Partner to an independent expert shall be borne by the one who ordered the expertise, which in this case is the Partner. However, if it is determined during the determination of the third independent expertise that the customer has caused manipulation, which is independent of whether it was willful or unintentional, the Partner is free to pass on the costs for the expertise he has requested to the customer continue to regress. If such damage is documented as proven due to incorrect handling by the customer, the customer will not be entitled to any replacement goods and no financial reimbursement will be made.

5.2 If it turns out that a defect that has occurred, be it an open or hidden defect, is justified, the 

customer has the right to have this defect remedied. In such case, the Partner is free to remedy the defect by replacing the damaged goods with new ones, or prefer to send the customer financial compensation. In any case, the customer has the right to receive a solution, however decided by the Partner, within 30 days. If the damaged goods are to be replaced with new goods, the customer has the right not to bear any additional costs than he originally had borne. If, for whatever reason, additional costs are incurring as a result of compensation for damage, the Partner must bear these costs himself.

6. ADDITIONAL AGREEMENTS

6.1 All notices of defects and compensation are then obsolete if other agreements have been made either on the website or in a written agreement between the customer and the Partner before the purchase is concluded. This could well have been agreed in special cases.

7. IMPORTANT FINAL STATEMENTS

7.1 All time frames on which this Refund and Return Policy is based and which are listed here are binding. If timeframes are not met, regardless of any reason, the Partner reserves the right not to pursue the complaints any further.

7.2 Thank you for your purchase. If you are not happy or sure about your purchase, we are here to guide you what to do and how to proceed your claim with our partner company where you have bought the products from.

DATED on March 9, 2023

Duly Sanctioned by:

Green Choyce International Management