Return and Refund

Refunds and Exchanges

Due to the fresh and often organic nature of our produce, returns of perishable goods cannot be accepted. Please do not send your purchase back to us unless otherwise instructed. 

Should there be an incorrect, faulty, or damaged item in your delivery we must be informed within 5 days of the package being received in order to offer replacements or refunds. Images of defective or incorrect items will be required to verify your claim.

Replacements (if applicable)

We only replace items if they are defective or damaged. If you need any items replaced, send us an email at hello@thegreencheese.com and we’ll aim to get a replacement item to you as soon as possible.

Refunds (if applicable)

Once your return is approved, we will send you an email to notify you of the approval of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-7 working days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at andythegrenchef@gmail.com Additional non-returnable items:

Gift cards

Delivery issues

If your goods are delayed in transit due to issues with the courier and are no longer suitable for consumption upon their arrival, we will be happy to offer you either a refund or replacement parcel. 

However, we cannot accept liability for products spoiled due to the following reasons:

  • Missed deliveries

  • The customer has failed to adequately unpack and store the products after delivery

  • Issues caused by customers not being present to accept their delivery

  • The customer's shipping address has been written incorrectly

  • Deliveries rescheduled by the customer to outside of the 24-hour shipment window

  • Missed deliveries for customers who have ordered delivery to their place of work but have not stayed long enough to accept the deliveries that have been attempted in the evenings

  • Customers choosing to reject a parcel when delivery or redelivery is attempted 

Please note that it is the customer's responsibility to monitor the tracking of their parcel and contact either us or the courier regarding any delivery issues. Should no efforts to contact the courier or The Green Cheese Experience be made within 24 hours of items being due for delivery, we cannot be held liable for any spoiled goods as it will then be too late for us to intervene, as your goods could already be spoiled.

Cancellations

If you need to cancel an order, please do email us at hello@thegreencheeseexperience.com (or in response to your order confirmation email) two days before your order is due for delivery. This will help us pick up on any change requests before your parcel is packed and shipped, which is done the day before your chosen delivery date. We will be more than happy to cancel your order and issue a refund, however, if we receive your request after this timeframe we cannot guarantee your request will be picked up on time during busy periods.