Shipping and returns policy

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.

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.

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.

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.

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.