Returns and Refunds Policy

Cancellation Rights, Returns & Refunds

1. You have the right to cancel your Order and return the Goods within 14 calendar days from the day you acquire physical possession of the Goods.

2. How to Initiate a Return: To exercise this right, you must first notify us by sending a clear email to sales@greenstore.london before the 14-day window expires. Please include your order number, contact details, and the reason for the return.

 3. Return Shipping Costs: The Buyer is strictly responsible for paying all return shipping and postage costs. We do not provide free return labels or cover return carriage fees. We strongly advise using a tracked and fully insured courier service, as the returned Goods remain your responsibility and at your risk until they are safely received and signed for at our depot.

4. The returned Goods must be in pristine, resalable condition, in their original, un-opened, and un-used packaging.

5. Restocking Surcharge (Trade & Business Buyers): Please note that for business-to-business (B2B) purchases, all accepted returns are subject to a 20% restocking surcharge based on the original purchase price of the Goods. This fee covers warehouse processing, inspection, and administrative costs, and will be deducted directly from your final refund amount.

6. Consumer Rights Exemption: If you are purchasing as a Consumer (for personal, non-business use), the 20% restocking surcharge detailed in clause 5 does not apply within your statutory 14-day cancellation period.

7. We reserve the right to make an additional deduction from the reimbursement for any loss in value of the Goods supplied, if the loss is the result of unnecessary handling by you beyond what is necessary to establish the nature and characteristics of the goods.

8. Exceptions: Special order items, bespoke configured products, modified parts, or electronic boiler circuit boards (PCBs) cannot be cancelled or returned under any circumstances once the Order is processed, unless they are proven to be fundamentally faulty upon arrival.

Contact us at online@greenstore.london for questions related to refunds and returns.