Refund policy

Returns and refunds policy

1. Deadline to request a return

If you buy as a consumer, you have 14 calendar days from receipt of your order to notify us of your decision to withdraw from the purchase, without giving any reason. If the items in a single order are delivered separately, the period starts when you receive the last item.

If the last day of the period falls on a Saturday, Sunday or public holiday, we extend it to the next working day.

2. How to request it

Let us know your decision at info@greentahr.com, stating your name, order number and the products you wish to return. You can use the form at the end of this policy or any other clear statement of your decision.

We will send you instructions for processing the return. Exercising this right is not subject to prior authorisation from us.

Once you have notified us of your withdrawal, you must send the products back without undue delay and no later than 14 calendar days afterwards, unless we have agreed to collect them.

3. Return options and costs

For returns following withdrawal, the customer bears the direct cost of transport and can choose:

  • Arrange your own return: you book and pay for transport with the carrier of your choice. GreenTahr adds no charge for handling that transport.

  • Transport arranged by GreenTahr: you can ask us to arrange it for a fee of €7 per return. We will agree the collection and how to pay this amount with you before arranging it.

We do not charge restocking fees.

The returns address is:

NOVO GREEN PROTEIN, S.L. — GreenTahr
Pol. Valldepins, C/ Berlín 26
43550 Ulldecona, Tarragona, España

Pack the products securely for transport. We recommend keeping your proof of postage.

4. Condition of the products and exceptions

You may examine the products as far as necessary to establish their nature and characteristics. You will be liable for any diminished value resulting from handling beyond what is necessary for that examination.

The right of withdrawal does not apply to products liable to deteriorate or expire rapidly, or to sealed products that are not suitable for return for health protection or hygiene reasons once unsealed after delivery, provided the relevant legal exception applies.

These exceptions do not limit your rights if the product is faulty, damaged or not what you bought. Discounted products carry the same statutory rights as any other.

5. Faulty, damaged or incorrect products

If you receive a product that is faulty, damaged or different from what you ordered, contact info@greentahr.com, giving your order number and describing the issue. If possible, attach photos to help us review it.

Where the issue is GreenTahr’s responsibility, we will cover the transport costs needed to resolve it and will not apply the €7 charge. We will arrange the appropriate remedy in accordance with guarantee legislation. The 14-day withdrawal period does not limit these rights.

6. Refunds

If you withdraw, we will refund the amounts due within 14 calendar days of the date you notify us of your decision, using the same payment method as the purchase, unless expressly agreed otherwise and at no additional cost to you.

If you return the entire order, the refund will include the original standard delivery cost. Any supplementary cost of a more expensive delivery method you chose will not be refunded.

We may withhold the refund until we receive the products or proof that you have sent them back, whichever is earlier, unless we have offered to collect them.

7. Optional withdrawal form

To: NOVO GREEN PROTEIN, S.L., Pol. Valldepins, C/ Berlín 26, 43550 Ulldecona, Tarragona. Email: info@greentahr.com.

I hereby give notice that I withdraw from the purchase of the following products:

Products:
Order number:
Date received:
Name of consumer:
Address of consumer:
Date:
Signature (only if submitted on paper):