Shipping and Refund Policy

Change-of-mind returns

For non-personalised items purchased online, you may cancel your purchase without giving a reason. Please email info@greenther.com within 14 days after the day you receive your goods, including your order number or proof of purchase. If items from one order arrive separately, the period begins after you receive the last item.

We will provide the return address and instructions promptly. You must send the goods back within 14 days of notifying us. Cancellation does not require our approval.

Please package your return securely and retain proof of postage. You are responsible for return postage for change-of-mind returns.

You may reasonably inspect your item as you would in a shop. We may deduct any loss in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning. Please include the original packaging where possible; it is not a requirement for exercising your statutory cancellation rights.

These cancellation rights also apply to sale items.

Personalised items

Items made to your individual specifications or clearly personalised cannot be returned because you change your mind. This does not affect your rights if they are faulty, damaged, incorrect or do not match the agreed description or personalisation.

If you wish to change or cancel a personalised order, please contact us promptly. We will help where possible before production begins. Once production has begun, we cannot accept change-of-mind cancellations.

Faulty, damaged or incorrect items

Please email info@greenther.com with your order details and a description of the problem. Photographs may help us assess the issue.

You have a statutory right to reject faulty or non-conforming goods and seek a full refund within 30 days of delivery. After this period, you may still be entitled to a repair, replacement, price reduction or refund, depending on the circumstances.

Refunds

For change-of-mind cancellations, we will refund you without undue delay and within 14 days of your cancellation notice. We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever comes first.

Refunds for faulty goods will be issued without undue delay and within 14 days of receiving the returned goods.

Refunds are made to your original payment method. Your payment provider may need additional time to display the refund.

Exchanges and retailer purchases

To exchange an eligible item, return it under the conditions above and place a new order. This does not affect your statutory right to a replacement for faulty goods.

If you purchased from another retailer, please contact that retailer about your return or refund.