Refund policy

YOUR RIGHTS TO CANCEL YOUR PURCHASE 

1.      You can contact us at any time before delivery of the Goods to cancel your order. If you do this, we will refund any sums paid by you for Goods not provided but we may deduct from that refund reasonable compensation for the net costs we will incur because of your ending the contract.  If you have ordered bespoke or customised Goods, for example, Goods that we have made to your measurements, design or other specification, and the Goods have already been partially or wholly made at the point at which you cancel the order, the compensation may be the full cost price of the Goods. 

2.      If you change your mind about wanting the Goods once you receive them, you must let us know within 30 working days of receipt of the Goods. We will refund you the price you paid, provided that: you have not used the Goods, you return the Goods with their original packaging intact and sealed, and that the Goods are otherwise returned in a saleable condition. You do not have a right to change your mind in respect of Goods made bespoke for you, for example, Goods that we have made or customised to your measurements, design or other specification, or with respect to any Goods if you do not notify us within 30 working days of receipt. 

3.      If Goods you have purchased are faulty or not as described, please let us know as soon as possible. If you let us know about the problem within 30 days of receipt, we will replace or repair the Goods at our discretion.  Alternatively, we may refund the price you paid for the Goods. 

Please note that we will not be obliged to repair, replace or refund the cost of your Goods if a defect arises because you failed to follow the oral or written instructions for the storage, installation, use or maintenance of the Goods, or because of any wilful damage by you or any third party.  

4.       How to end your contract with us   

To end your contract with us, claim your refund, repair or replacement, please contact us as follows: 

Online. Complete the return request form on your order page:  account.shop.greenpower.co.uk/orders. Once we receive your request, we will contact you with further instructions.

By email. Email us at [email protected] providing your name, billing and delivery addresses for the order, details of the Goods ordered and where available, your phone number and email address.  

By post. Download and complete the returns form and post it to us along with the Goods to the address below.  

6.      Your cancellation is effective from the date you sent us the e-mail or posted the letter to us.  

7.      Returns 

We will pay the costs of return: 

  • if the Goods are faulty, mis-described or incorrectly supplied; 
  • if you are ending your contract with us because of an error in pricing or description, a delay in delivery caused  by us or because you have a legal right to do so as a result of something we have done wrong. 

9.      In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.  

10.  Please return Goods to Returns Department. The Greenpower Centre, Arundel Road, Fontwell, West Sussex BN18 0SD, United Kingdom.  

11.  If you prefer us to arrange collection of the Goods please call customer services on 01243 552305 or email us [email protected], 

12.  If you are responsible for the costs of return and we are collecting the Goods from you, the costs of collection will be the same as our charges for standard delivery. 

13.  We will make the reimbursement using the same means of payment as you used for your initial purchase, unless you have expressly agreed otherwise, but in any event, you will not incur any fees because of the reimbursement. However, if the reason for the return is your exercising your right to change your mind, we may make the following deductions from the full amount paid by you: 

  • we may reduce your refund to reflect any reduction in the value of the Goods, if this has been caused by your handling them in a way which would not be permitted in a shop, for example, if Goods packaging has been opened or the Goods has been used, or the Goods is otherwise returned to us in a non-saleable condition; and 
  • the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of Goods within three days at one cost but you choose to have the Goods delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option. 

14.  We will make any refunds due to you as soon as possible and in any event: 

  • if you are exercising your right to change your mind, within 14 days from the day on which we receive or collect the Goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the Goods back to us; or 
  • in all other cases, within 14 days of your telling us you have changed your mind.