1. Overview
We want customers to receive the products they ordered in good condition. This policy explains withdrawal from eligible online purchases, returns, damaged or incorrect items, and refunds. Nothing in this policy limits statutory consumer rights.
Contact: support@mygreenshoponline.com
Store address: Savski Nasip bb, Belgrade, Serbia
Please contact us before posting a return so that we can confirm the appropriate receiving address and handling instructions. Do not assume the store's contact address is suitable for parcel returns.
2. Your 14-Day Right of Withdrawal
Where Serbian distance-selling consumer law applies, consumers generally have 14 days from the day they, or a designated person other than the carrier, receive the goods to withdraw from the purchase without giving a reason. For separately delivered goods in one order, the period generally runs from receipt of the last relevant item.
To withdraw, email support@mygreenshoponline.com within the statutory period with a clear statement that you wish to withdraw, together with enough information to identify the order. You may use the legally prescribed withdrawal form, which Green Shop will provide as required, but an unambiguous statement is also acceptable under the law.
3. Goods That May Be Exempt
The law allows specific exceptions, including genuinely perishable goods or goods liable to rapid deterioration, as well as certain personalized goods and other statutory categories. Whether a particular live plant qualifies for an exception must be assessed based on its actual nature and circumstances; not all bonsai trees or living plants are automatically excluded.
Where an exception applies, we will communicate it clearly before purchase. These exceptions do not eliminate mandatory rights to remedies for goods that arrive damaged, are incorrect, or do not conform to the contract.
4. Returning Eligible Goods
After notifying us of an eligible withdrawal, return the relevant goods without undue delay and no later than 14 days after sending the withdrawal notice. We will provide the appropriate return instructions.
Please handle products only as necessary to establish their nature, characteristics, and functioning, and package them to reduce preventable damage during transport. You may be responsible for diminished value caused by handling beyond what is necessary, subject to statutory protections. Original packaging is helpful but is not an automatic condition of exercising a legal withdrawal right.
For a standard change-of-mind withdrawal, the consumer generally pays the direct return-shipping cost if informed of that obligation before purchase, unless we agree to cover it or applicable law requires otherwise. Return costs for valid nonconformity complaints are handled according to mandatory consumer law.
5. Refund Timing and Method
For valid withdrawals, we will refund the amounts required by law without undue delay and no later than 14 days after receiving your withdrawal notice. This ordinarily includes the product price and the standard outbound delivery cost, but not extra charges arising from your express choice of a more expensive delivery service than the least expensive standard option offered.
We may withhold reimbursement until the goods are received or you provide evidence of having sent them back, whichever occurs first, except where the law requires otherwise. Refunds are normally made using the same payment method as the original purchase, unless you expressly agree to an alternative that does not impose a fee on you.
6. Damaged, Wrong, or Nonconforming Items
If you receive the wrong product, an item damaged in transit, an unhealthy or damaged plant, or goods that do not correspond to the contract, contact support@mygreenshoponline.com as soon as reasonably possible.
Please include your order number, a description of the issue, and photographs if available. Photos help resolve the matter quickly but are not a condition that removes statutory rights. Where a legal nonconformity exists, we will assess and provide the appropriate statutory remedy, such as replacement, repair where suitable, price reduction, or contract termination/refund in the circumstances required by law.
For living plants, we may ask about conditions on arrival and subsequent care to understand the issue. Ordinary growth or seasonal differences are not necessarily defects, but a plant that fails to conform to the agreed description or condition remains subject to consumer protections.
7. Complaint Handling
You may submit a complaint by email and provide a receipt or other proof of purchase. We will acknowledge receipt and communicate a decision and proposed resolution within the applicable legal deadlines. Under current Serbian consumer-protection rules, this generally includes a response within eight days and a resolution period of up to 15 days for ordinary goods, subject to applicable legal provisions and exceptions.
8. Out-Of-Court Dispute Resolution
Where Serbian consumer rules apply, Green Shop is obliged to participate in the legally established out-of-court consumer dispute resolution process before an authorized body when its requirements are satisfied. This does not take away your right to seek help from a regulator or competent court.
9. Contact
Green Shop
Savski Nasip bb, Belgrade, Serbia
support@mygreenshoponline.com