What we accept

You are entitled to a replacement or a full refund if, on arrival, the order is:

• Damaged — crushed, torn or punctured packs.
• Leaking or seal-broken — any pouch that is not airtight.
• The wrong item — a flavour, size or product you did not order.
• Short — an item billed but missing from the parcel.
• Expired, or short on shelf life — less than 30% of shelf life or fewer than 45 days to expiry at delivery.
• Genuinely defective — off smell, visible moisture or spoilage inside a sealed, in-date pack.

What we cannot accept

• Opened or partly consumed packs, except where the contents are defective as described above.
• Change of mind, or not liking a flavour. Our four flavours taste noticeably different from one another, which is why we sell the Tasting Box — it is the low-risk way to find yours.
• Claims raised after 48 hours from delivery.
• Claims without an unboxing video where one is required (see below).
• Damage after delivery, including poor storage, humidity exposure or a pouch left unsealed.
• Products not bought from us, or bought through an unauthorised reseller.
• Free items and samples, which carry no refund value.

Why we ask for an unboxing video

A continuous unboxing video is the only practical way for us to tell a packing error from transit damage from a claim that is not genuine. It protects honest customers, because it lets us approve claims immediately instead of investigating them.

The video should show, in one unbroken take:

• The sealed outer carton, with the shipping label readable.
• The carton being opened.
• The contents, and clearly, the problem you are reporting.

For a missing item or a wrong item, the video is required — without it we have no way to verify the claim. For visible damage we will also accept clear photographs of the outer carton and the affected packs.

How to raise a claim

1. Email swissgreenagro@gmail.com or WhatsApp us on [PHONE] within 48 hours of delivery.
2. Include your order number, what is wrong, and the video or photographs.
3. We acknowledge within 48 hours and issue a ticket number.
4. We assess and respond with a decision within 3 working days of receiving your evidence.
5. Approved claims are resolved as a replacement or a refund, your choice where both are possible.

In most cases we will not ask you to ship the product back. Where a return pickup is needed we arrange and pay for it; please keep the item and its packaging until the claim is closed.

Refund method and timing

Refunds go back to the original payment method. We do not refund to a different account.

We initiate the refund on our side within 2 working days of approving a claim. The times above are how long your bank or payment provider then takes, which is outside our control. We will share the refund reference number so you can trace it with them.

Replacements

Where you prefer a replacement, we dispatch it within 2 working days of approving the claim, at no shipping cost to you. Delivery then follows the standard timelines in our Shipping Policy.

If the item is out of stock, we will offer an equivalent flavour or a full refund — your choice.

Cancelling an order

• Before dispatch: cancel for a full refund, no questions asked. Email or WhatsApp us with your order number as soon as possible.
• After dispatch: we cannot cancel, because the parcel is with the courier. You may refuse delivery, and once the parcel returns to us we refund the order value less the actual shipping cost incurred both ways.

We may cancel an order ourselves if the item is out of stock, if there was a pricing or listing error, if the address is undeliverable, or where we suspect fraudulent use. In every such case you receive a full refund, and we will tell you why.