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Return Policy

CANCELLATION, RETURN AND RETURN POLICY – NON-CONTRACT CUSTOMERS

Cancellation

You can cancel your order until the day of despatch except in the case of made to order items.  For these items we will contact you to confirm the value of a non-refundable deposit. Cancellation must be made in writing either by an email to: sales@greenmaple.co.uk or by letter

In the event that the goods are packed or dispatched, you may still cancel the order due to change of mind; however, an administration fee of £20 may be levied and deducted from your refund. Upon receiving the goods, you may still cancel the order in accordance with our 30 day return policy. 

Duplicated order

In any event that you find yourself having placed duplicated orders by mistake or due to system/network malfunction, please inform us before the order(s) is/are dispatched and we will cancel the duplicated order for you as per your request. 

Fraudulent Order

We have procedures in place to detect any sign of testing or fraudulent orders. All alleged fraudulent orders will be subject to immediate cancellation whereas the respective user/visitor will be banned from our website unconditionally. 

Security Check

As part of our effort to protect the interests of both buyer and seller, we may require you to provide further information or documentation to confirm your order is genuine. In the event that the aforementioned procedure is not completed within 5 working days after you placed the order, your order will be automatically cancelled. 

30 Day Return Policy

You can exercise the right to return an order and opt for refund within 30 after day of receipt of the goods provided that such request is submitted to us by email or letter within the aforementioned period. We will acknowledge receipt of your request and advise you the proper procedure of returning the goods to us. Your order(s) is/are eligible to a refund subject to below conditions:

  • Goods are purchased from our website. (www.greenmaple.co.uk)
  • A request for refund notification is submitted by email or letter and received by us within 30 days upon you receiving the goods.
  • Goods are returned with a copy of your receipt/invoice.
  • Goods are returned with a copy of your return authorisation number and form (along with the receipt/invoice)
  • Goods are in brand new and undamaged condition* (with all original packaging including all accessories and other material(s)).
  • Goods must be returned to our specified address within 14 days after we acknowledge your request.

After we acknowledge and confirm your return request, we are able to arrange courier to pick up the goods from delivery address of your order (unless otherwise specified) and have them returned to us, with an additional collection fee deducted from your refund. 

Return of Faulty Item

You may return the goods to us if you find it faulty due to manufacturer fault, provided that the request is made within 30 days upon you receiving of the goods. We will acknowledge receipt of your request and advise you the proper procedure of returning the goods to us. You may opt for a full refund or replacement subject to below condition(s):

  • Goods are purchased from our website (www.greenmaple.co.uk)
  • A request for return notification is submitted by email or letter and received by us within 30 days upon you receiving the goods.
  • Goods are returned with a copy of your receipt/invoice.
  • Goods are in brand new condition (with all original packaging including all accessories and other material(s)).
  • Goods must be returned to our specified address within 14 days after we acknowledge your request.
  • Goods returned are confirmed to be faulty after our inspection.

No restocking fee will be applied to return which meets the above stated conditions. However, we reserve the right to deduct a restocking fee (15% of value) from your refund if the return does not meet the condition(s) stated above.

After we acknowledge and confirm your return request, we will arrange courier to pick up the goods from delivery address of your order (unless otherwise specified) and have them returned to us. The freight charge will be deducted from your refund if the return does not meet the condition(s) stated above.

Return of Wrong or DOA Item

If you find yourself having received wrong items, you must notify us within 30 days of receiving the goods. We will acknowledge receipt of your request and advise you the proper procedure of returning the goods to us. You may opt for a full refund or replacement subject to below condition(s):

  • Goods are not working straight out of the box. (DOA)
  • Goods are not what you have ordered. (Wrong goods)
  • For wrong goods received, the goods must be returned to us in unopened and unused condition with full and complete packaging including accessories and other material(s).
  • For DOA goods, the goods must be returned to us in original and undamaged condition with full and complete packaging including accessories and other material(s).
  • Goods must be returned to our specified address within 14 days after we acknowledge your request.
  • Goods returned are confirmed to be wrong or DOA after our inspection.

No restocking fee will be applied to return which meets the above stated conditions. However, we reserve the right to deduct a restocking fee (10% of value) from your refund if the return does not meet the condition(s) stated above.

After we acknowledge and confirm your return request, we will arrange courier to pick up the goods from delivery address of your order (unless otherwise specified) and have them returned to us. The freight charge will be deducted from your refund if the return does not meet the condition(s) stated above.

Further Notes

You must take all reasonable care of the goods and return them in its original and undamaged condition.

Unless specified in the above Terms and Conditions, you agree to bear the cost(s) of returning the goods to our specified address. If you choose to have your order refunded, we will refund you the total amount paid less postage, within 72 hours. This does not affect your statutory rights.

We are not responsible for any physical loss or damage of the goods during return transit.

Consumables, perishables or goods that are affected by hygiene are not eligible for return.

We reserve the rights not to accept a return if they do not satisfy the conditions stated in the return policy. 

Refund Policy

Upon receiving your returned item, we will inspect the goods. Once approved and the good passes the inspection phase, then your refund according to our cancellation or return policies, will be processed. A credit will be applied to your Credit Card or your original method of payment within a certain amount of days, based on the payment method selected. When we process the refund, a refund email will be sent your order’s email. 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again as there may be some delays by the bank.

Then contact your credit card company or the respective payment channel. It may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted. If you have done all the actions above and you still have not yet received your refund, please contact us at sales@greenmaple.co.uk