Refund policy

We have a 30 day return policy, which means you have 30 days starting the day after receiving your item to request a return. Following approval of a return, 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. You’ll also need to return the item/s with the receipt or proof of purchase. 

To start a return, you should contact us at help@greenvill.co.uk. If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted and no refund will be issued.

• Items being returned will be at the customers expense and are your responsibility until the goods are received safely with us.
• Postage paid by the buyer at the time of order will not be refunded.
• If your order qualified for free postage, a charge of £5.99 will be deducted from your refund. This is to reimburse us for the outbound postage we have paid to the carrier.
• If you did not accept delivery of your order, did not pick up from a Royal Mail or DPD pick up point and the item/s are returned to us, a refund will be provided. The refund will be reduced by a £25 administration fee. We are charged by the shipping companies in this scenario.

You can always contact us for any return question at help@greenvill.co.uk.

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 that 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 that you have received a faulty item, please email us within 24 hours giving full details of the fault along with photos and videos to clearly show the issue. 

If you return what you believe to be a faulty item and upon checking we find that there is no fault, a 20% restocking fee will be charged.

Exceptions / non-returnable items
Certain types of items cannot be returned. This includes custom products (such as special orders or personalised items or bespoke pen blanks).

We also do not accept returns for PPE, including masks, ear or head protection. We also do not accept hazardous materials, flammable liquids, or gases (This includes ANY liquid, wax or paste finishes). Please get in touch if you have questions or concerns about your specific item. 

Pre-orders & Back-orders. When you pre-order or back order a product, this item is bought and paid for by us from our suppliers. As the item has been bought just for you, resale may be difficult. Therefore we cannot accept refunds of orders that are either in pending or fulfilled state. This does not affect your return rights should there be a fault with the item.

Sale items & Gift Cards

Unfortunately, we cannot accept returns on sale items or gift cards. Gift cards have no expiry date.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Allow 2-4 working days for this process to be completed.

Please remember it can take some time for your bank or credit card company to process the refund too.

Undelivered Returns

Carriage charges for orders that are unable to be delivered to you and are returned to us, will not be refunded. E.g. 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. This charge will be at the customers expense and deducted from the total refund amount available. (The charge is currently £25 including VAT).