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Refund policy

ExcellentGreen

Date of last update: September 17, 2025

Company Information

This policy is issued by “Excellent Green” LTD, with registered office and management address: Country: Bulgaria, Region: Plovdiv, Municipality: Maritsa, Settlement: Voyvodinovo village, postal code 4135, Blvd./St. Nikola Vaptsarov No. 5, UIC/PIC: 203325339. The company provides consulting services in the fields of business, finance, information technology, and management; performs mediation and agency under commission contracts; carries out retail and wholesale trade with all goods and services permitted by law, including through an electronic platform (online trade); develops, produces, maintains, implements, and trades digital products and software, as well as rents software; performs any other transactions and activities that are not prohibited by the current Bulgarian legislation, and for activities subject to licensing or permitting regime, the company will carry them out after obtaining the relevant license or permits, as well as all other types of activities not prohibited by law.

1. Shipping and Returns

1.1. How long does shipping take to Europe/USA?

  • Europe: Shipping takes 1 to 3 working days + 1 day for order processing.
  • USA: Shipping takes 5 to 10 working days + 1 day for order processing.
  • Note: Delivery times are indicative and depend on location, customs procedures, and external factors (e.g., holidays or force majeure). ExcellentGreen is not liable for delays caused by courier services, customs, or other third parties, but we will inform you promptly in such cases.

1.2. How can I track my order?

  • Orders shipped via A1 Post can be tracked through their official tracking portal. After shipment, you will receive a unique tracking number via email, which can be used on the A1 Post website.
  • If other courier services are used, we will provide relevant tracking instructions. For further assistance, contact us at support@excellentgreen.shop.

1.3. Can I return a product, and how?

  • Yes, you may return a product within 14 calendar days from the date of receipt, in accordance with Directive 2011/83/EU on consumer rights (for EU consumers).
  • To initiate a return, send an email to support@excellentgreen.shop within the 14-day period, including:
    • Order number.
    • Name and email used for the purchase.
    • Product(s) to be returned.
    • Reason for return (optional).
  • After receiving our instructions, return the product to: “Excellent Green” LTD, Blvd./St. Nikola Vaptsarov No. 5, Voyvodinovo village, postal code 4135, Maritsa Municipality, Plovdiv Region, Bulgaria.
  • The product must be in its original packaging, unused, undamaged, and accompanied by proof of purchase (invoice or receipt).
  • Exceptions: Products with health or hygiene concerns (e.g., nutritional supplements, cosmetics) cannot be returned if the packaging has been opened, pursuant to Article 57 of Directive 2011/83/EU. Products on sale can only be returned if defective or damaged upon delivery.

1.4. Who covers the return shipping costs?

  • Return shipping costs are borne by the customer, unless the return is due to a defective, incorrect, or damaged product, in which case ExcellentGreen covers the shipping costs.
  • For international customers outside the EU/EEA, all customs duties, taxes, or other costs related to the return are the customer’s responsibility. ExcellentGreen is not liable for additional costs imposed by local authorities.

2. Payments and Security

2.1. What payment methods can I use?

  • We accept payments via PayPal and Google Pay.
  • Note: Currently, we do not offer payments via Stripe, Revolut, or Klarna, but additional methods may be added in the future. For Bulgaria, cash on delivery may be available if explicitly stated during checkout.
  • Payments are securely processed by our trusted partners, ensuring the protection of your financial data.

2.2. Are payments on the website secure?

  • Yes, payments are secure. We use SSL/TLS encryption to protect data and work exclusively with reputable payment platforms like PayPal and Google Pay, which comply with the highest PCI DSS security standards. ExcellentGreen does not store payment card numbers or other sensitive financial data.
  • If you suspect unauthorized transactions, contact us immediately at support@excellentgreen.shop and your payment provider.

2.3. Are there any payment fees?

  • No, ExcellentGreen does not charge additional payment fees. All prices displayed at checkout are final, except for any applicable local customs or import duties, which are the customer’s responsibility. Check with your payment provider for any fees they may impose.

3. Products and Quality

3.1. Where do the products come from?

  • The majority of our products are sourced from Bulgaria, complemented by other trusted international brands to ensure variety and quality. All products are carefully selected to meet our standards for quality and reliability.
  • For specific details about a product’s origin, please check its description on the website or contact us at support@excellentgreen.shop.

3.2. Do the products have quality certificates?

  • Yes, our products are backed by quality certificates issued by relevant manufacturers or regulatory authorities, where applicable. This includes certifications for compliance with European standards for nutritional supplements, cosmetics, or other product categories. For further details on a specific product, contact us.

3.3. Are the packaging materials eco-friendly?

  • Yes, we use eco-friendly packaging wherever possible to minimize environmental impact. Our packaging is designed to be recyclable or made from sustainable materials, in line with global environmental standards.

3.4. How do I choose the correct size/variant?

  • For products where size or variant selection applies (e.g., clothing, accessories, or specific product variations), please refer to the size chart or product description on our website.
  • If you have doubts or questions, contact us at support@excellentgreen.shop, and we will assist you in selecting the most suitable option.

4. Loyalty Program / Bonuses

4.1. How does the loyalty program work?

  • Our loyalty program allows you to earn points for each purchase. These points equate to dollars, which represent a percentage discount on future orders.
  • For example, accumulated points can be used as a discount on your next purchase, with exact values and conditions outlined in your account on the website.
  • The program is available to registered users, and points are automatically credited after each completed order.

4.2. Do I receive discounts on future orders?

  • Yes, as a loyal customer, you will receive discounts on future orders through accumulated points or special promotional codes sent via email or published on the website.

4.3. Are there gifts or bonus points?

  • Yes, we offer bonus points and periodic gifts as part of our promotions. Points can be used as a percentage discount on future purchases. For current offers, check our website or subscribe to our newsletter via Klaviyo.

5. Customer Support and Contacts

5.1. How can I contact you?

  • You can reach us via:
  • Our communication channels are secure, and your data is processed in accordance with GDPR and our Privacy Policy.

5.2. Do you operate 24/7?

  • Yes, our website accepts orders 24/7. Our support team is available to process inquiries within the working hours outlined below.

5.3. How quickly do you respond?

  • We respond within 1–2 working days (24 to 48 hours) from receiving your inquiry. During high inquiry volumes or holidays, response times may be extended, but we will strive to inform you promptly.

6. Governing Law and Jurisdiction

  1. This policy is governed by the laws of the Republic of Bulgaria and EU law, including Directive 2011/83/EU on consumer rights, where applicable.
  2. All disputes will first be resolved by mutual agreement. If not possible, they will be handled by the competent courts in Plovdiv, Bulgaria. The customer consents to this jurisdiction and waives any objections regarding venue inconvenience.
  3. For international customers outside the EU/EEA, ExcellentGreen does not guarantee compliance with local shipping or return laws; the customer is responsible for verifying applicable regulations.
  4. EU consumers have the right to use Alternative Dispute Resolution (ADR) or the European Online Dispute Resolution (ODR) platform for consumer disputes.

7. Limitation of Liability

  1. ExcellentGreen is not liable for indirect, incidental, or consequential damages, including lost profits, arising from shipping, returns, or product use.
  2. Our maximum liability is limited to the value of the respective order.
  3. We do not guarantee that the website will be continuously available or free of technical errors, but we will take all reasonable measures to maintain its functionality.

8. Force Majeure

  1. ExcellentGreen is not liable for non-performance caused by events beyond our control, such as natural disasters, wars, strikes, pandemics, network disruptions, or governmental actions. In such cases, we will notify you promptly of delays or other issues.

9. Changes to the Policy

  1. We reserve the right to update this Shipping, Returns, and Customer Service Policy without prior notice. The latest version is always available on this page. Continued use of the website or services after changes constitutes agreement to them.

10. Contact

For any questions, complaints, or correspondence:
📧 support@excellentgreen.shop
📞 WhatsApp: WhatsApp chat link
📍 Return address: “Excellent Green” LTD, Blvd./St. Nikola Vaptsarov No. 5, Voyvodinovo village, postal code 4135, Maritsa Municipality, Plovdiv Region, Bulgaria

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