REFUND AND RETURN POLICY FOR SMART GREENO
Introduction
This Refund and Return Policy (“Policy”) applies to all purchases made from Smart Greeno, operated by Alvino SG Wl.l., via its website, mobile application, or any other official sales channel. This Policy is formulated in accordance with the Kingdom of Bahrain’s Consumer Protection Law (Law No. (23) of 2018) and its executive regulations. By making a purchase, you agree to the terms outlined herein.
Legal Rights & Our Commitment
In line with our commitment to quality and in compliance with Bahraini law, this policy is applicable only to items that are defective, faulty, or not as described at the time of delivery. We do not accept returns or provide refunds for change of mind, incorrect ordering, or any reason unrelated to a product defect.
Scope of Policy: Defective Items Only
In line with our commitment to quality and in compliance with Bahraini law, this policy is applicable only to items that are defective, faulty, or not as described at the time of delivery. We do not accept returns or provide refunds for change of mind, incorrect ordering, or any reason unrelated to a product defect.
Non-Returnable Items & Justification
For reasons of hygiene, health, safety, and the specific nature of our products, the following items are strictly non-returnable and non-refundable unless they are proven defective:
- Used or Opened Plant Pods/Capsules: Once a plant pod has been inserted into a Smart Gardens device and activated with water, it cannot be resold or reused for health and sanitary reasons.
- Opened Nutrient Solutions, Fertilizers, or Additives: These are consumable liquids that cannot be verified for integrity or safety once opened.
- Any product where the original packaging has been opened, damaged, or discarded, and the product can no longer be resold in new condition.
This policy is consistent with standard retail practices for consumable, hygiene-sensitive goods.
Sprouting Guarantee (1-Year Limited Warranty)
Smart Greeno offers a “Sprouting Guarantee” on all genuine plant pods purchased directly from us. If your plant pod fails to germinate or sprout under normal use conditions within the system, we will replace it free of charge. To claim this guarantee:
- The claim must be made within one (1) year from the date of purchase.
- You must provide proof of purchase (order number/invoice).
- The plant pod must have been used according to the provided instructions in a functioning Smart Gardens device.
This guarantee is separate from, and in addition to, your legal rights for defective goods.
Process for Reporting Defective Items
If you believe you have received a defective item, you must:
1. Contact Customer Service First: Initiate a return by contacting our team within a reasonable time of discovering the defect. Do not ship any item without authorization.
* Email: customer.services@alvinogroup.net
* Phone: +973-17820222 (Landline) | +973-36634141 (WhatsApp)
2. Provide Details: Share your order number, a description and photos/video of the defect, and any other relevant information.
3. Receive Authorization: Our team will review your claim and, if approved, provide you with a Return Merchandise Authorization (RMA) number and instructions.
4. Ship the Item: Send the defective item back using the provided instructions. The item must be in its original packaging where possible.