Returns and Refunds

RETURNS AND REFUNDS

We want you to be completely satisfied with your purchase. If, for any reason, you are not satisfied, you may consider returning the item(s) within 30 days of receiving your order. Products purchased on greenpomme.com must be returned to our warehouse for a full refund. Return shipping costs are generally the responsibility of the customer.

Items to be returned or exchanged must be in their original condition, including tags, packaging, and original components at the time of return or exchange. We do not accept returned items that have been worn, damaged, washed, or altered in any way.

Note: If the issue is not due to a design defect or an error on our part, return shipping costs are the customer's responsibility.

Pomme is not responsible for items lost during the return process.

All refunds will be processed only after receipt and inspection of the returned item. Refunds may take 5 to 7 business days to be credited back to the original payment method used at purchase.

To initiate a return request, please contact our customer service by email at contact@greenpomme.com and they will respond within 48 hours.

Delayed Delivery
Please note that our policy does not provide refunds for delayed deliveries. Customers are responsible for considering estimated delivery times when placing orders. Additionally, we cannot be held responsible for delays caused by circumstances beyond our control, such as strikes, adverse weather conditions, or issues within the delivery agency.

Items Marked "Delivered" But Not Received
If an item is marked as "delivered" but you have not received it, we will start an investigation with the delivery service to clarify the delivery circumstances. If the package was stolen from your mailbox or by someone around you, please note that Pomme cannot be held responsible. Therefore, we will unfortunately be unable to offer a refund in such situations.

Missed Delivery
Pomme cannot be held responsible for a failed delivery if the address provided at the time of order is incorrect or incomplete. The same applies to packages not collected within the allotted time at a pickup point: it is the customer’s responsibility to take the necessary steps.

If the carrier offers a new delivery, additional fees may apply.

Refund Request for a Damaged Item
When requesting a refund for a damaged item, clear photos of the damaged item are required to support your claim.

Partial refunds may be granted in some cases: (if applicable)

• Any item not in its original condition, damaged, or missing parts for any reason not due to our error.

• Any item returned more than 30 days after delivery.

Refund (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received the returned item. We will also inform you whether your refund is approved or denied.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a few days.

Late or Missing Refunds (if applicable)
If you have not yet received a refund, first check your bank account again.
Then contact your credit card company, as 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 have done all of this and still have not received your refund, please contact us at contact@greenpomme.com.

Sale or Promotional Items (if applicable)
Sale items may be eligible for a refund. However, specific conditions may affect the final refund amount. For example, if you took advantage of a “Buy 2, Get 1 Free” offer and choose to return one of the bags, the promotion will no longer apply. In this case, the refund will be adjusted to reflect the original price of the items you keep. However, it is not possible to return a “free” item.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at contact@greenpomme.com

Return shipping costs are your responsibility. They are non-refundable.

The time it takes to receive the exchanged product may vary depending on your location.

If you are returning an item valued over €75, we recommend using a tracked shipping service.