At Prasinaki Ltd, we are committed to supplying premium-quality Greek Extra Virgin
Olive Oil and providing excellent customer service.
Due to the nature of food products and food safety regulations, we operate a strict
returns policy.
By placing an order with Prasinaki Ltd, you agree to the terms outlined below.
Food Products
For health, hygiene, and food safety reasons, we cannot accept returns or exchanges of food products once they have been dispatched, except where:
The product is damaged during transit.
The product is faulty.
The incorrect item has been supplied.
We do not accept returns for:
Change of mind.
Unwanted products.
Opened products.
Unopened products that have been delivered correctly and are not faulty.
This policy helps ensure the safety and integrity of all products supplied to our
customers.
Shipping Policy
We aim to dispatch all orders within 1–5 working days of receiving payment.
Delivery times are estimates only and may vary depending on location, courier
performance, weather conditions, and seasonal demand.
Prasinaki Ltd is not responsible for delays caused by third-party couriers once an
order has been dispatched.
Damaged, Faulty or Incorrect Orders
We carefully pack all products to ensure they arrive in excellent condition.
1. Inspection Upon Delivery
Customers should inspect their order immediately upon delivery.

If there is visible damage to the parcel, please notify the courier where possible and
retain all packaging materials.
2. Reporting Damaged or Faulty Items
If your order arrives damaged, leaking, faulty, or incorrect:
You must contact us within 24 hours of delivery.
Claims should be sent to info@prasinaki.co.uk.
Please include:
Your order number.
Clear photographs of:
The outer packaging.
The shipping label.
The damaged, faulty, or incorrect item.
A brief description of the issue.
Claims submitted after 24 hours of delivery may not be eligible for a replacement or
refund.
3. Missing Items
If an item is missing from your order, please notify us within 24 hours of delivery.
We will investigate the issue and, where appropriate, arrange a replacement or
refund.
4. Refunds and Replacements
Once a claim has been reviewed and approved, we may offer:
A replacement product.
A full refund.
A partial refund, where appropriate.
Refunds will be issued to the original payment method and may take 5–10 working
days to appear, depending on your payment provider.
Order Cancellations
Before Dispatch
Orders may be cancelled for a full refund before they have been dispatched.
After Dispatch

Once an order has been dispatched, it cannot be cancelled and is not eligible for
return due to the food nature of the products.
Courier Responsibility
Once an order has been handed to the courier, responsibility for transportation rests
with the delivery provider.
Prasinaki Ltd will work with its courier partners to investigate genuine claims;
however, customers must follow the reporting requirements outlined above.
Repeated Claims
To protect our business against fraudulent or abusive claims, repeated claims from
the same customer, delivery address, or account may require additional verification
and supporting evidence.
Prasinaki Ltd reserves the right to refuse claims where sufficient evidence is not
provided.
Contact Us
If you have any questions regarding your order, please contact:
Prasinaki Ltd
Email: info@prasinaki.co.uk
Website: www.prasinaki.co.uk
Prasinaki Ltd reserves the right to amend this Shipping & Returns Policy at any time.
Any updates will be published on our website. All decisions regarding refunds,
replacements, and claims are final.