Refund & Cancellation Policy

It covers the fees you pay Zelenberg: the six individual services and AgroAgent. It also explains what happens to third-party costs.

It does not cover the goods themselves. Section 8 explains why.

You can cancel a service at any time before our team starts the work. We refund the whole fee.

The work has started once our team has travelled to the factory, collected a sample, or begun watching the agreed production stage.

Once the work has started, the fee is not refunded. You still receive a report of what was done.

You can move a date once, free of charge, if you tell us at least two working days before it.

A later change, or a second one, may carry travel costs we have already paid. We tell you the amount before you decide.

Sometimes the work cannot happen. The factory refuses entry, is closed on the agreed date, or the goods are not ready.

We tell you the same day, and we record what happened in writing. A refused visit is itself a fact worth knowing.

You then choose one new date at no extra charge, or a full refund of our fee.

If the cause is on your side, such as a wrong address or a factory contact you did not arrange, the fee is not refunded.

Before the first of the eleven points begins, you can cancel and receive the whole fee back.

After that, we refund the share of the fee for the points we have not started. Each point counts as one eleventh of the fee.

If the manufacturer cancels the order, the same rule applies from the day we learn of it.

Laboratory, inspection, courier and freight charges belong to the company that provides the work. Its own cancellation terms apply.

If you cancel, we pass on in full whatever that company refunds to us. We keep none of it.

We report what we find. A result you did not hope for is not a reason for a refund.

That includes a failed laboratory test, or a factory smaller than it described itself.

If you believe a report is wrong, tell us within 14 days. We check it against our records and correct it in writing if it is wrong.

If a report was wrong through our own mistake, we repeat the work free of charge or refund the fee.

The contract for the goods is between you and the manufacturer. Cancelling it, and any refund of a deposit, follows that contract.

Zelenberg never holds payment for goods, so we cannot return it. We can help with the record and the correspondence.

Write to support@zelenberg.com from the email address on your account. Give the invoice number and the reason.

We answer within two working days. If we agree, we pay the refund within 10 working days.

The refund goes by bank transfer, in the currency you paid, to the account the payment came from.

Reply to our answer in writing. A second person, who did not work on your order, reviews it.

After that, the Terms of Service set out how a dispute is settled.

We may change this policy. The version in force on the day you paid applies to that invoice.