Returns and Refunds

Returns and Refunds

When you purchase carbon offsets from Beyond Neutral, we retire the carbon units you have bought in the appropriate Registry

Once the units are retired (and hence, your emissions are offset), there is no way to reverse or change the details of the retirement

This is why we require accurate information be provided during the checkout process, such as the retirement name, reason and message

If you want to vary or cancel your purchase, please Contact Us ASAP – remember, no changes are possible once the units are retired

What Do Our Carbon Shop T&C’s Say?

Our Carbon Shop T&Cs outlines in detail how we will deal with your Order.

Clause 2.2: Customer Service Policy

If we are unable to Fulfil your Order for any reason, we will notify you as soon as practicable to:

  • obtain relevant information from you as needed to Fulfil your Order;
  • arrange a replacement Product; and/or
  • refund any payment you have made for any Order that we are unable to Fulfil.

Clause 6: Variation or Cancellation of Orders

  1. You may request to vary or cancel your Order as soon as practicable within 24 hours from your Order at our absolute discretion.
  2. You acknowledge and agree that we cannot vary or cancel any Order that has been Fulfilled (carbon units retired in Registry).
  3. If we accept your variation request:
    (a) you will pay costs we incur in varying your request including reasonable administrative costs; and
    (b) we are not responsible for any delay in Fulfilling an Order caused by your variation request.
  4. If we accept your cancellation request:
    (a) you will pay any costs we incur in cancelling your request including administrative costs; and
    (b) we will refund amount equivalent to Purchase Price less the costs incurred in clause 6.4(a).

Clause 8: Refund and Exchange

  1. We do not provide a refund for any change of mind after an Order has been placed.
  2. We only provide refund or exchange:
    (a) if we have made an error or omission in Fulfilling your Order;
    (b) for Orders Fulfilled that do not correspond to the Order placed by you;
    (c) for breach of express warranties we provided in respect of the Products; and
    (d) when there is a violation of any other warranties or rights you have under any legislation.
  3. To request a refund or exchange, you must:
    (a) show your receipt or proof of purchase; and
    (b) provide us with information regarding the reason for the refund or exchange.
  4. All refunds for credit cards are made only to the credit card that was used in the Order.
  5. To the fullest extent permitted under the law, we do not accept or provide refund or exchange for an Order except as in accordance with this clause.

As stated in our Carbon Shop T&C’s, your Order is Fulfilled when your carbon units have been retired by Beyond Neutral on your behalf in the appropriate Registry (VCS or Gold Standard)

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