Returns & Refunds - UAE

Green Gold – Returns & Refunds Policy (UAE)  

Last updated: January 2026 

This Returns & Refunds Policy applies to all online purchases made from Green Gold for delivery inside the United Arab Emirates only.

Green Gold is committed to providing high-quality products and a smooth shopping experience. This policy explains when and how you can return products and receive a refund or replacement, in line with applicable UAE consumer protection laws.

1. Eligibility for Returns

You may request a return in the following cases:

  1. Damaged or Leaking Item on Arrival
    • The product arrived broken, leaking, or physically damaged.
    • You must notify us within 48 hours of delivery and provide clear photos of:
      • The outer box
      • The inner packaging
      • The damaged item
  2. Defective Product or Quality Issue
    • The product has a defect, abnormal taste, smell, or appearance that indicates it is not fit for consumption or not as described.
    • You must notify us within 7 days of delivery.
  3. Wrong Item Sent
    • You received a product different from what you ordered (wrong size, wrong variety, or wrong quantity).
    • You must notify us within 7 days of delivery.

In these cases, Green Gold will, at its discretion and in line with UAE law, repair (if applicable), replace the product, or refund the purchase price.

2. Change-of-Mind Returns

Because our products are food items (olive oil and related products), we must follow strict safety and quality standards.

  • We do not accept returns for opened, used, or unsealed food products unless there is a defect or safety concern.
  • For unopened, unused products in their original packaging:
    • You may request a return within 7 days of delivery.
    • Products must be:
      • Unopened and sealed
      • In original packaging
      • Stored properly (away from heat, direct sunlight, and contamination)
    • Return shipping costs for change-of-mind returns are the responsibility of the customer.

Green Gold reserves the right to inspect the returned items and reject the return if the above conditions are not met.

3. Items That Cannot Be Returned

For health, safety, and quality reasons, the following items are non-returnable, except where defective or damaged:

  • Any product that has been opened, used, or partially consumed
  • Products with broken safety seals or tampered packaging
  • Products damaged due to improper storage or misuse by the customer
  • Items sold as “final sale” or “non-returnable” (clearly stated on the product page at the time of purchase)

4. How to Request a Return

To request a return, please follow these steps:

  1. Contact us within the applicable timeframe (48 hours for shipping damage, 7 days for defects/wrong item/change of mind for unopened items).
  2. Provide:
    • Order number
    • Full name and mobile number
    • Photos of the product, packaging, and issue (if applicable)
    • A brief description of the problem
  3. Wait for our Return Authorization and instructions before sending anything back.

Important: Returns sent without prior authorization may be refused.

5. Return Shipping & Collection

  • If the return is due to our mistake (defective item, wrong item, damage in transit), Green Gold will:
    • Arrange courier collection or
    • Reimburse reasonable return shipping costs, as agreed in advance.
  • For change-of-mind returns of unopened items:
    • The customer is responsible for:
      • Return shipping costs
      • Safely packing the items to prevent damage during transit

6. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed within 7–14 working days.
  • Refunds are usually issued to the original method of payment (credit card, debit card, or payment gateway).
  • Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

If a refund cannot be processed to the original payment method (for example, card expired), we will contact you to arrange an alternative, in line with our internal compliance rules.

7. Exchanges

Where possible, we may offer an exchange instead of a refund, for example:

  • Replacing a damaged bottle with the same product and size
  • Sending the correct item if the wrong one was shipped

If an exact replacement is not available, we may offer:

  • A similar item of equal value, or
  • A refund for the affected product(s).

8. Order Cancellations

  • You may cancel your order before it has been dispatched for a full refund.
  • Once the order is shipped, it will be treated under the Returns Policy above.
  • For prepaid orders, refunds for cancellations will be processed to the original payment method within 7–14 working days.

9. Your Rights Under UAE Law

This policy is designed to be consistent with the UAE Federal Law on Consumer Protection and related regulations, which require suppliers to repair, replace, or refund defective goods and to provide clear information about products and terms.

Nothing in this policy is intended to limit any rights you may have under applicable UAE laws.

10. Contact Details

If you have any questions about returns or refunds, please contact us:

  • Email: [add email, e.g. support@greengoldorigin.com]
  • Phone / WhatsApp: [00971]
  • Working hours: [e.g. Sunday–Thursday, 9:00–17:00 (UAE time)]