Refund policy

We endeavour to ensure that all of our customers are happy with both our products and our service.

Customers may return items and request a refund within 60 days of receipt of their goods. Please contact us on Call Us Monday to Friday, 10am - 2pm, or email us at sales@biogreengate.com.

Items Ordered In Error/No Longer Required
If the goods are no longer required or have been incorrectly ordered by the customer then these may be returned within 60 days of the Sales Invoice date and a refund will be provided once the goods have been received, checked and confirmed to be complete, unused and in a satisfactory condition. The customer will be liable for any applicable delivery costs and administration fees associated with the return of the goods. Please note that if the customer has paid a shipping cost then regrettably this cannot be refunded.

Damages and issues 
If the customer wishes to return a damaged or faulty item, or an item which has been delivered in error, then they shall be entitled to a full refund once the item/s have been recovered and the case examined. Goods received damaged on delivery must be noted as such by the customer when signing for them, otherwise no compensation will be provided by the 3rd party carriers.

Order Cancellations 
If you wish to cancel an order please notify us as soon as possible. We reserve the right to charge a handling fee if the order has already been picked and packed by our warehouse staff.  If the order has already been dispatched from our warehouse then the above returns and refund policies will apply.

Exceptions / non-returnable items
Where items have been ordered by us specifically for an individual customer (for example, where a product has been specifically sourced and purchased by us on behalf of a customer, where customer-branded goods are ordered or where a bespoke product is being manufactured for a customer) the extent to which an order may be cancelled and refunded will be case dependent to be reviewed by a member of senior staff. Customers will be held liable to pay for any costs already incurred for such orders.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.