Terms of order
These terms of order in no way affect your statutory rights as a consumer.
No contract will subsist between you and Green Bridge Organics for the sale by it to you of any product unless and until Green Bridge Organics accepts your order by e-mail confirming that it has dispatched your product. That acceptance will be deemed complete and will be deemed for all purposes to have been effectively communicated to you at the time Green Bridge Organics sends the e-mail to you (whether or not you receive that e-mail). Items can not be bought for resale without prior permission. Green Bridge Organics reserves the right refuse any order which is deemed to have not been conducted in the correct way or where any foul play may have taken place. Items can not be bought for use in coffee competition with express permission of Green Bridge Organics, and reserves the right to refuse to supply. Green Bridge Organics also retains the right to not complete any order it wishes to do so providing that the monies have not been taken or a full refund is given. This is a retail site and as such is for members of the public and not for wholesale / reseller customers. By placing an order and giving credit card details on our secure server you the consumer is bound and contracted to complete the sale unless Green Bridge Organics decides otherwise.
Green Bridge Organics refund policy
If goods are returned due to being faulty, so long as they are returned within a reasonable time the remedy afforded to the customer, under the Sale of Goods Act 1979 (as amended), is a refund. Also, where a consumer exercises his cancellation rights the customer will be given a refund within 30 days of their cancellation.
Cancellation rights
You the consumer are given the right to cancel as required by the Distance Selling Regulations. You the consumer have the right to cancel your order without giving a reason The cancellation period in the case of contracts for the supply of goods begins with the day on which the contract is concluded. The cancellation period ends on the expiry of 7 working days, beginning on the day after the day on which the consumer receives the goods. You the consumer can be asked to return and pay for the cost of returning the goods. Further information on this can be found on the Department of Trade and Industry website. Roasted coffee is excluded from these terms.
Payment methods
Green Bridge Organics take credit card orders from most major credit cards. All of our transactions are processed through the following gateways:
Paypal.com:
- Visa / Delta / Electron
- MasterCard / Eurocard
- PayPal Top Up Card
- Maestro
- American Express
Cheque Money Orders:
Please note this is only available to UK customers
All cards are taken using a secure encrypted server.
Delivery
Expect delivery of your order within 28 days although most items will be dispatched within 24/48hrs (working hours). If we cannot deliver the goods within this time we will tell the consumer immediately and agree on another time for delivery. If we cannot agree on another time, we will offer the consumer a refund.
Here are the descriptions of the Shipping terms. Please note we roast to order, so we can not always dispatch on the day of order. For more info on our roasting times click here
UK postage
- Royal Mail 1st Class
1st class post aims to deliver within 1 working day. This is not a guarantee but an aim. Royal Mail will not class an item as lost or missing for 15 working days but please get in touch if you have not received your order within 7 working days of dispatch. - Fedex 48 Hour Service
2 working day service once dispatched. No guarantee of delivery on these times, this is an aim. - Fedex 24 Hour Service
1 working day service once dispatched. No guarantee of delivery on these times, this is an aim. - Fedex UK Courier Pack
1 working day service once dispatched. No guarantee of delivery on these times, this is an aim.
Outside the UK
- Fedex International Services
Fedex international services are varied dates, but most will be delivered within 10 working days. - Royal Mail Airmail
The aim is to deliver items within 5 working days. No guarantee of delivery on these times, this is an aim. May take up to 28 days.
Subscriptions
Please note all subscriptions will be sent via Royal Mail. There is no option for them to be sent via Fedex. Subscriptions must be ordered on their own. All subscriptions are sent on Fridays.
Delivery prices
Delivery prices are priced on weight and will be added automatically when an order is place. This will be broken down into the component of price and delivery charge. The final price will be in pounds sterling (unless otherwise stated).
Green Bridge Organics Complaints Procedure
If you have a complaint about our organisation we want to hear about it and we will do our best to put it right.
Our Customer Complaints Procedure has the following goals:
- To deal with complaints fairly, efficiently and effectively;
- To ensure that all complaints are handled in a consistent manner throughout;
- To increase customer satisfaction;
- To use complaints constructively in the planning and improvement of all services.
Who can complain?
Anyone who is receiving a service or product from Green Bridge Organics
How to complain
Green Bridge Organics would like to sort out any complaint as soon as possible.
Many complaints can be resolved informally. In the first instance contact Sally or Fasil Bogale, Co- Directors of Green Bridge Organics on info@greenbridgeorganics.co.uk or 07584 416653, who will try to sort the matter out, and will record your complaint and all action taken on our complaints register.
If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.
If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.
Write down your complaint and send it to:
Sally Bogale
Green Bridge Organics Complaints
567 West Whins, The Park,
Findhorn, Forres,
Moray, IV36 3SH
07584416653
info@greenbridgeorganics.co.uk
What Happens Next?
You will receive acknowledgement of your complaint within 5 working days. You may be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint.
You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.
Does this always happen?
In all cases, a complaint will be given full and fair consideration, and we will attempt to resolve the issue with you to your complete satisfaction.
However, if as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the details or outcome of matters outside of this procedure.
If a criminal offence is alleged, then the police will be informed.
Can you take your complaint elsewhere?
Yes. If you are dissatisfied with Green Bridge Organics’ response to your complaint, please refer to the following website for advice on how to take further steps, eg. With consumer ombudsmen or the Citizen’s Advice Bureau: https://www.moneysavingexpert.com/shopping/how-to-complain/#where