Right of Withdrawal, Returns and Refunds
Last updated: 17.09.2026.
Who has the right of withdrawal
If you are a consumer, you may withdraw from a distance contract within 14 days
without giving a reason. GreenOK does not offer an additional voluntary returns period.
The consumer’s right of withdrawal does not apply to a purchase made by a person for
purposes related to their business or professional activity. A return of such a purchase
in the absence of non-conformity is possible only by prior written
agreement.
The withdrawal period begins on the day you, or a third party you have named who is not
the carrier, receives the goods. If goods from one order are delivered separately, the period
is counted from receipt of the last item; if the goods are delivered in batches or parts – from
receipt of the last batch or part.
If GreenOK has not provided the information about the right of withdrawal required by
law, the withdrawal period ends 12 months after the end of the original 14-day
period. If GreenOK provides this information within those 12 months, the withdrawal
period ends 14 days after the day on which you received the information.
How to notify us of withdrawal
Send an unequivocal notice before the applicable withdrawal period ends:
- by email to [email protected];
- by post or in person to SIA “Ražošanas Tehnoloģijas”, Brīvības iela 144, Rīga,
LV-1012, Latvia; - using the Withdrawal form; or
- using the website’s
Withdraw from the contractfunction.
After completing the online notice, submit it using the separate
Confirm withdrawal function. We will send confirmation containing the received notice’s content, date and
time without undue delay to your specified email address or another
electronic means of communication you have specified, in a form that can be retained. The online function
is an additional option and does not limit your right to send another unequivocal notice.
The withdrawal deadline is met if you send the notice before it ends. You
must retain proof that you sent the notice.
Deadline and address for returning goods
Send or hand over the goods without undue delay and in any event no
later than 14 days after the day you sent GreenOK your notice of withdrawal.
The deadline is met if you send the goods before the 14-day period ends.
Return address:
SIA “Ražošanas Tehnoloģijas”
Brīvības iela 144, Rīga, LV-1012, Latvia
Email for arranging a safe return: [email protected]
An administrative return case number can help match the consignment
to the order more quickly, but obtaining one is not a condition for exercising the right of
withdrawal.
Return costs
If you change your mind, you bear only the direct cost of returning the goods, provided you
were informed of this before placing the order. GreenOK does not charge a restocking,
administration or processing fee.
If the particular goods cannot normally be returned by post because of their nature, weight, size or transport restrictions,
we state the applicable return procedure on the product page and at checkout before the order
is placed. For goods available only
for collection from the GreenOK office, GreenOK does not charge a separate return or
processing fee; the buyer chooses, arranges and pays for transport to
the return address in Rīga. Actual costs depend on the buyer’s chosen
transport and the distance.
Large goods available only for collection from the office
The goods are available only for collection from the GreenOK office at Brīvības iela 144, Rīga.
At collection, the buyer checks the external condition of the goods and packaging and
that they match the order. When exercising the right of withdrawal, the buyer takes the goods
back to the specified address and bears the cost of their chosen transport. Before
returning them, the buyer must contact GreenOK.
Claims concerning non-conforming goods are handled in accordance with the procedure laid down by
law.
Safe returns and primary packaging
GreenOK’s labelled primary packaging – bottle, bucket or bag – for liquid,
powdered and granular products, including ash, is part of preserving product safety,
identification, batch traceability and quality.
If the primary packaging is available and safe, return the product in it together with the
cap, closure, dispenser and other supplied components. Do not pour
the product into an unidentified or unsuitable container. The absence of primary packaging
does not in itself cancel the right of withdrawal, but may justify a reduction in value
if the buyer’s actions mean that the product’s
identity, integrity, batch, quantity or safe transport can no longer be reliably verified.
Opening or damage to the primary packaging of such products may affect not
only the appearance of the packaging but also the verifiability and value of the product itself:
- moisture, water, condensation,
foreign bodies or residues of another product may enter ash, powders and granules; clumping, hardening
or loss of uniformity may occur, and it may become impossible to determine the remaining
quantity reliably; - water, another substance or microorganisms may enter a liquid product; decanting,
dilution, substitution, heat, direct sunlight or frost may make
checks of its composition, uniformity and storage condition unreliable; signs of such
a risk may include swollen or pressure-deformed packaging, leakage,
unusual separation or odour; - torn, spilling, leaking, unclosable or partly empty packaging may create
additional risks concerning contamination, quantity, safety and transport; and - an illegible or removed label, batch number or expiry information may
prevent the contents from being reliably linked to the goods supplied by GreenOK.
If the primary packaging is damaged, leaking, spilling, cannot be closed safely or is not
available, the contents are in another container or the bottle/bucket is swollen, do not send it
on your own by ordinary post, parcel locker or courier. Write to [email protected]
to arrange a lawful and safe method of handover. GreenOK may refuse to accept
an unsafely packaged consignment through the particular transport channel and arrange another safe
method of handover if the packaging or contents endanger people, other consignments or
transport equipment, or do not comply with the carrier’s rules. This is not a refusal
to accept a withdrawal notified on time or to consider a claim concerning
non-conforming goods. The absence of the original outer delivery cardboard box is not in
itself a ground for refusing a return.
Do not open a swollen, pressure-deformed or leaking bottle/bucket. Place
it somewhere safe and, when contacting GreenOK, attach photographs of the packaging, label,
batch and visible condition if they can be taken safely.
Pack and hand over the goods with due care, using packaging and a transport service
appropriate to their type. Damage or loss occurring during a return
is assessed under applicable law and the specific
evidence; unsuitable packaging or a prohibited
transport method chosen by the buyer may justify an additional reduction in value.
Important before opening the product
If you are considering exercising your right of withdrawal because you have changed your mind, do not open
the manufacturer’s safety seal or the labelled primary packaging, and do not pour out,
sprinkle out, dose, repackage, mix or use the product.
Such actions would not normally be allowed when inspecting equivalent goods in a physical
shop and may cause a substantial or complete loss of value. This
does not limit rights concerning goods that were damaged,
incorrect or non-conforming at the time of delivery.
Product inspection and reduction in value
You may inspect the goods only as far as necessary to establish
their nature, characteristics and functioning, namely to the extent that such an inspection would normally
be possible in a shop. You are responsible for an objectively proven reduction in
value caused by handling beyond that extent.
You are not responsible for any reduction in the goods’ value if GreenOK has not duly
provided the information about the right of withdrawal required by law.
We assess each case individually. We may take into account the opening or damage of a closure, seal or
primary packaging, actual use,
decanting or pouring out, dilution, substitution, the amount used or missing,
contamination, mixing, the entry of moisture, water or a foreign substance,
clumping or hardening, leakage, swelling, loss of label or batch data or
uniformity, and proven failure to follow storage instructions. If the particular
product’s label specifies a shorter storage or use-by period after opening,
we also take that period and the time of return into account. GreenOK documents the condition,
quantity, causal connection, basis of assessment and calculation, and explains the applied
reduction in value.
Liquid products, including the white and brown lines
This group covers liquid fertilisers, humic substance and sapropel
concentrates, white and brown line products and other liquid GreenOK
consumer products, including GreenCYTOKININ.
In a shop, such a product can normally be inspected by looking at its unopened packaging,
label, volume and description; opening the primary bottle, bucket, sachet, canister or
container,
dosing, using, decanting, diluting or mixing the product would normally
go beyond the inspection needed to establish its nature and characteristics.
We do not return an opened liquid to stock as a new product or repackage it
for sale as a new product. A reduction in value is based on the condition of the particular returned
unit and a causal connection to the buyer’s actions, including facts about the closure, batch,
quantity, leakage, swelling, deformation, dilution, substitution,
foreign substances, uniformity and proven failure to follow storage conditions.
Swelling or leakage that existed at delivery or arose within GreenOK’s
or its chosen carrier’s area of responsibility is a matter of possible non-conformity,
not loss of value caused by the buyer.
Powdered and granular products
This group covers wood ash, Formula 4X, powders, crystalline products,
granules and other loose GreenOK consumer products. In a shop, they can normally be
inspected by looking at the unopened labelled packaging, weight and description; opening the primary bucket,
sachet, container or bag, removing or pouring out the product,
wetting or mixing it
or using it would normally go beyond the necessary inspection.
We do not return an opened loose product to stock as a new product or
repackage it for sale as a new product. The assessment may take into account the entry of moisture or
water, hardening or clumping, disintegration of granules, foreign substances,
contamination, mixing, spillage, loss of quantity or uniformity,
damaged or unclosable primary packaging and loss of label or batch identity.
The mere fact that goods are a powder or granules, without such
evidence, does not create an automatic exception to the right of withdrawal.
Products added to the range in future
These terms also apply to consumer goods added to GreenOK’s range
after this version of the terms is published. Future liquid goods are
subject to the procedure for liquid products, and powdered or granular goods – to the procedure for loose
products. A specific exception to the right of withdrawal is applied to new goods
only if the goods actually meet the conditions for the relevant statutory exception and
before purchase the relevant notice was clearly visible in the order summary for the particular
goods.
An accessory, piece of equipment or other non-consumable item does not automatically inherit the restrictions for liquid
or loose products; in a bundle, those restrictions apply only to the relevant
consumable product.
The type, volume or weight, composition,
use and storage instructions of a liquid or loose consumer product can be checked from the product description and its unopened
labelled primary packaging. Breaking the safety closure or tamper-evident ring,
opening the packaging, dosing, decanting or pouring out the product,
diluting, mixing or using it would normally go beyond an inspection possible in
a shop. This does not automatically cancel the right of withdrawal. Statutory exceptions apply only when all the conditions of the relevant exception are met. The buyer is responsible for an objectively proven reduction in value in accordance with the procedure described in these terms.
An opened bottle, bucket, sachet, canister, container or bag does not automatically mean
loss of the right of withdrawal. However, after the closure of the labelled primary packaging
has been opened,
the GreenOK-controlled chain of product integrity and traceability is broken. If,
because of the buyer’s actions, the product’s identity, composition, purity, quantity or storage conditions
can no longer be reliably checked using a method available and validated for the particular
product, GreenOK does not return it to stock for sale as new goods and
does not repackage it for sale as a new product.
Analysis of an individual sample does not in itself restore a broken chain of traceability
if a method validated for the relevant product cannot rule out
dilution, substitution, contamination or a breach of storage conditions. If
GreenOK documents the buyer’s actions and their causal connection to a condition in which the product
can no longer be safely and lawfully identified, transported or made available on the market,
and the product has no objectively realisable residual value, including value from safe
recycling or another lawful use, the actual reduction in
value may reach 100%. This is not applied automatically merely because the primary
packaging has been opened.
An unknown temperature or storage history alone does not justify a reduction in
value. The body of evidence may include information provided by the buyer,
photographs, transport data, physical signs on the packaging, expiry of the
post-opening period stated on the label and other objective data. Breach of a requirement concerning heat, direct
sunlight, frost, moisture or another condition specified on the label may justify
a reduction in value if the buyer’s actions, the causal connection and the effect on
the particular goods’ quality or realisable value are proven.
Loss of value is not attributed to the buyer’s actions if swelling, leakage, clumping,
contamination or loss of quality already existed at the time of delivery or arose
within GreenOK’s or its chosen carrier’s area of responsibility. The matter is then considered as
possible non-conformity with the contract.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to goods made to your specifications or clearly personalised. We inform you of this characteristic of the goods and the absence of the right of withdrawal before the order is placed. Choosing a standard product, pack size or ordinary range variant is not in itself personalisation.
The right of withdrawal does not apply to goods that are liable to deteriorate rapidly by their nature or
whose expiry date will soon pass, only if this is objectively substantiated by the particular
product’s documentation and the buyer is informed of the exception before placing the order.
Specified storage conditions or sensitivity to heat, direct sunlight or
frost alone do not create this exception.
If, before the order is placed, the goods are
clearly marked in the order summary for the particular goods as sealed goods
which cannot be returned after opening for reasons of health protection or hygiene,
the right of withdrawal cannot be exercised once the buyer, after delivery,
opens the specifically indicated manufacturer’s safety seal, sealed primary packaging
or other indicated protective closure. This unified notice of exception applies to current or
future goods only if the goods and the closure actually meet
the conditions laid down by law; it does not apply automatically merely because
the goods are liquid, powdered or granular, or packed in a bottle, bucket, sachet,
canister, container or bag.
This does not limit the buyer’s rights if the goods were damaged at delivery or
did not conform to the contract.
The right of withdrawal does not apply to the quantity of a product that, after delivery, has by its nature
become inseparably mixed with soil, water, substrate, another fertiliser
or another substance. If only part has been mixed, the remaining quantity and its
condition are assessed separately. Simply opening, decanting or pouring out the product is not in
itself inseparable mixing.
Refunds
We refund the payments received from you no later than 14 days after receiving the notice of
withdrawal. If you withdraw from the entire order, this includes the amount actually paid for the goods
after discounts, including applicable VAT, and the cost of the least expensive standard original delivery method
offered by GreenOK. If
you chose a more expensive or expedited method, the amount above the standard cost is not
refunded.
If GreenOK has not offered to collect the goods, GreenOK may withhold the refund until
it receives the goods or proof that they have been sent back, whichever
occurs first. We do not unreasonably withhold any undisputed part of the refund.
We make the refund using the original means of payment. Another free method of refund
may be used only if you choose it separately and unequivocally. Green Points
are not a cash refund and will not be imposed in its place.
In a partial return involving an independently sold order line, the refund
is calculated using that line’s actual price recorded in the order and the
payment amount, coupon, GreenOK loyalty discount and
Green Points share allocated to it in the system. The price of an independent line that you keep
is not increased after the order. If delivery of the retained
goods would have cost the same, the original delivery charge is not refunded for a partial
withdrawal; if the least expensive ordinary delivery method without the returned goods
would have been cheaper, the difference demonstrable from the recorded rate calculation is refunded.
A clearly identified bundle sold under one SKU, at one total price and with
a defined list of components is a single promotional unit. Withdrawal because you have changed your mind
applies to the entire bundle. GreenOK is not obliged to accept only individual
components of the bundle, but a partial return may be agreed separately in writing.
Under such an agreement, the refund may be calculated from the bundle price actually paid,
less the separate selling price of the retained components recorded at the time
the order was placed; the result cannot be negative. The cash and
Green Points portions are allocated according to the split recorded in the order. This
procedure does not apply to independent order lines, a hidden penalty or a
price invented retrospectively, and it does not limit rights concerning a damaged,
incorrect or non-conforming component.
Uncollected or refused consignments
Failure to collect a consignment or refusal to receive it is not in itself an unequivocal
notice of withdrawal. GreenOK contacts the buyer and establishes what should happen next.
If failed delivery is demonstrably caused by incorrect information supplied by the buyer,
unjustified refusal or failure to collect, GreenOK may claim only
previously explained, actual and proportionate costs of redelivery or return transport
directly connected with that cause. The buyer is not responsible for
an error by GreenOK or the carrier.
Damaged or non-conforming goods
This page does not limit rights concerning damaged, incorrect or
non-conforming goods. In that case, do not select a change of mind return;
write to [email protected]. GreenOK assesses the claim and applies the order of remedies and allocation of costs
laid down by law.