Refund and Returns Policy
Effective Date: January 1, 2025
Address: 135 Amber Ln, Somerset, Pennsylvania
Contact Email: info@greenluis.com
At Greenluis, we are dedicated to ensuring that every customer is satisfied with their purchases. However, we understand that there may be instances where you need to return a product or request a refund. This Refund and Returns Policy outlines the terms and procedures for returns, exchanges, and refunds to make the process as transparent and seamless as possible.
Eligibility for Returns
Greenluis accepts returns under the following conditions. First, the return must be initiated within 30 days of receiving the product. Items must be in their original condition, which means they should be unused, undamaged, and include all tags, manuals, and packaging. Additionally, customers must provide proof of purchase, such as an invoice, receipt, or order confirmation email.
If a product does not meet these conditions, it may not qualify for a refund or exchange. However, exceptions may be made for defective or damaged items, as outlined later in this policy.
Non-Returnable Items
While we strive to accommodate most return requests, certain items are non-returnable due to their nature. Customized or personalized items, including engraved or monogrammed products, cannot be returned unless they arrive defective or damaged. Similarly, perishable goods, such as food items, flowers, or plants, are exempt from returns. Digital products, such as downloadable software, eBooks, or gift cards, are also ineligible for returns. Clearance or final sale items marked “non-refundable” are not eligible for refunds or exchanges unless the product is faulty.
How to Initiate a Return
Initiating a return at Greenluis is straightforward. Start by contacting our customer service team at info@greenluis.com. Provide your order number, a detailed explanation of the issue, and, if applicable, photos of the product. Our team will review your request and issue a Return Merchandise Authorization (RMA) number if the return is approved.
Once you receive the RMA number, carefully pack the item in its original packaging, including all components, manuals, and tags. Clearly label the package with the RMA number and follow the shipping instructions provided. We recommend using a trackable shipping method to ensure that the return is received safely.
Return Shipping Costs
The responsibility for return shipping costs depends on the reason for the return. If you are returning an item because of personal preference, such as a change of mind or incorrect size, you will be responsible for covering the shipping fees. However, if the return is due to an error on our part, such as receiving a defective or incorrect item, Greenluis will cover the return shipping costs. In such cases, we may provide a prepaid shipping label for your convenience.
Refund Process
Once we receive your returned item, it will undergo a thorough inspection to ensure it meets the eligibility criteria. The inspection process typically takes 3–5 business days from the time the package is received. If the return is approved, your refund will be processed within 5–7 business days and issued to your original payment method.
Please note that it may take additional time for the refund to appear in your bank or credit card account, depending on the policies of your financial institution. If the return does not meet the criteria, our team will notify you and offer alternative resolutions, such as store credit or the option to have the product shipped back to you.
Exchanges
Greenluis offers product exchanges for items that meet the return criteria. If you wish to exchange a product, follow the same process for initiating a return. Once your return is approved and processed, you can place a new order for the replacement item.
Exchanges are subject to product availability. If the replacement item is not in stock, you will have the option to receive a refund or choose an alternative product. Any price differences between the original item and the replacement item will either be refunded or charged accordingly.
Damaged or Defective Items
If you receive a damaged or defective item, we apologize for the inconvenience and will work quickly to resolve the issue. Contact our customer service team within 48 hours of receiving the product. Provide photos of the damaged item, including its packaging, along with your order details. After reviewing the evidence, we will offer one of the following resolutions:
- A replacement product will be shipped to you at no additional cost.
- A full refund will be issued, including shipping fees.
In some cases, we may ask you to return the damaged product for further inspection.
Late or Missing Refunds
If you have not received your refund within the expected timeframe, start by checking your bank or credit card statement. Refunds may take additional time to appear due to processing delays at your financial institution. If the refund still has not been credited, contact Greenluis customer support at info@greenluis.com for further assistance.
Restocking Fees
For certain high-value items or large orders, Greenluis may charge a restocking fee of up to 15% of the item’s original price. Restocking fees are typically applied to returns that do not meet standard conditions, such as items missing original packaging or manuals. The restocking fee, if applicable, will be deducted from the refund amount.
Policy for Bulk and Wholesale Orders
Bulk or wholesale purchases are subject to different return conditions due to the nature of such transactions. Customers are encouraged to review their purchase agreements or contact Greenluis support for specific terms related to bulk orders.
Changes to This Policy
Greenluis reserves the right to update this Refund and Returns Policy at any time to reflect changes in our practices or legal requirements. Updates will be posted on our website, and significant changes will be communicated via email or website notices. Customers are encouraged to review this policy periodically to stay informed about their rights and responsibilities.
Contact Information
If you have any questions or concerns about this Refund and Returns Policy, please do not hesitate to reach out to us. Our team is committed to addressing your needs promptly and ensuring your satisfaction.
Email: info@greenluis.com
Phone: (814) 445-2103
Mailing Address: 135 Amber Ln, Somerset, Pennsylvania