Scope of Application:
This policy applies to all customers shopping at JUSTGREEN mall. Any orders that meet the terms of this policy are eligible for a refund.
Refund Conditions:
1. Product Issues:
Products have visible quality issues (such as damage, deterioration).
The quantity of goods received, or the goods themselves do not match the order.
2. Cancellation After Payment:
If customers request to cancel an order after payment at JUSTGREEN mall, orders placed before 3:00 PM can be canceled by 3:00 PM on the same day. If the order is placed after 3:00 PM, it can be canceled by 3:00 PM the following day, otherwise, it will be considered as accepting the order and will proceed.
Any promotions or gifts associated with the canceled order will also be canceled and cannot be reused.
3. Out of Stock:
If customers are informed after payment at JUSTGREEN mall that some products in the order are out of stock, we will consult with the customer to refund the amount for the out-of-stock products. If all products in an order are out of stock, a full refund will be issued.
4. Refund Interpretation and Decision Rights:
The company reserves the right of interpretation and decision on refunds. In special cases, refunds will be determined at the discretion of the company.
Refund Process:
Requesting a Refund:
Customers must contact customer service within 7 days after receiving the goods to submit a refund request and provide related proof (such as JUSTGREEN mall barcode, product photos/videos, order number, etc.).
Cancellation requests for orders not yet shipped should be promptly submitted through customer service channels.
Review and Processing:
We will begin the review within 2 business days after receiving the refund request and related proof.
Once the review is approved, we will process the refund within 5 business days.
Refund Methods:
All refunds will be made using the original payment method.
The refund cycle for orders paid by credit card depends on the bank's processing time, typically about 7-14 business days.
Refund timing for other payment methods will be processed according to the respective platform's regulations.
Refund Amount:
For refunds due to product quality issues, after returning the product, the company will refund the full amount of the product, and shipping costs to be paid will be borne by the company, except in special circumstances.
For delivery issues caused by all products in an order being out of stock, after consulting with the customer, we will refund the full amount paid at the time of purchase, including shipping costs (if any).
If you encounter partial product shortages in your order, we will contact you before shipment and offer the following flexible solutions to suit your needs:
Partial Refund: If you decide you no longer need the products that are out of stock, we will refund the total amount paid for the out-of-stock items, excluding any related shipping fees (if any), and the rest of the products will be shipped as usual.
Full Refund: If you decide to cancel the entire order due to partial products being out of stock, please refer to the above "Cancellation After Payment" conditions for instructions and contact us to arrange a refund. We will refund the total amount of the order you wish to cancel, including shipping costs (if any).
Special Note:
1. Quality Issue Return Shipping Costs:
If a return/refund of a product is due to quality issues, whether partial or total, the return shipping costs will be entirely borne by JUSTGREEN mall (must use a specified logistics service provider, and customers need to consolidate into one package for return).
2. Situations Where Refunds Are Not Applicable:
Refund requests that exceed the application deadline.
Packages that have already been shipped.
Products that have been opened or partially used (except for quality issues, the company reserves all decision and interpretation rights).
Refunds for virtual goods, discounted items, or gift cards.
Customer Service:
If you have any questions or need assistance, please contact our customer service team through the following means:
Telephone: +852-2392 2128
Email: support@justgreenmall.com
Online Customer Service: Please contact us via WhatsApp.
Disclaimer:
JUSTGREEN mall reserves the final right to interpret this policy and to modify it at any time. Any changes to the policy will be updated on the website promptly and will take immediate effect. Thank you for your trust and support, and we look forward to continuing to provide you with excellent service and the best vegetarian products.
