Requesting a return
You can request a return for your order up to 30 days after the day you received it. Once your return request has been approved, the item(s) must then be received by us within 14 days.
To be eligible for a refund, your item must be in the same condition that you received it: unused, with tags, and in its original unopened packaging.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method. Allow 2-4 working days for this process to be completed — it can also take some time for your bank or credit card company to process the refund.
Carriage charges on undelivered/uncollected parcels
Carriage charges for orders that are unable to be delivered to you and are returned to us will not be refunded — for example, when a parcel is delivered to a DPD, Parcel Force, or Royal Mail pick-up point and you do not collect it. Carriers charge us for returning these items, and this charge is deducted from the total refund amount available at the customer's expense.
If you did not accept delivery of your order, or did not pick it up from a Royal Mail or DPD pick-up point, and the item(s) are returned to us, a refund will still be provided — but it will be reduced by a £25 administration fee, as we are charged by the shipping companies in this scenario.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.
Damages, errors, and omissions must be reported within 24 hours of receipt. Please email photos of any issues to us.
If you believe you have received a faulty item, please email us within 24 hours giving full details of the fault along with photos and videos clearly showing the issue.
You can always contact us for any return question at help@greenvill.co.uk.