By using our Services, sellers agree that in relation to non-perishable and non-living goods the buyer has a right to terminate the contract and return an item even if the item is not faulty in any way (this is the consumer's right in UK law). They have the right to do this up to 14 days after receipt of the items and a full refund including the cost of the outgoing postage must be made within 14 days of the seller receiving the returned item(s), or within 14 days of the buyer providing evidence that the item(s) have been returned (e.g. proof of postage), whichever is sooner. Note, in accordance with the Consumer Contracts Regulations 2013 living plants being perishable goods are not subject to these conditions. Please see specific Living plants and perishable goods section below for the returns and refund policy related to plants.
Living plants and other perishable goods
In accordance with the Consumer Contracts Regulations 2013 living plants and other perishable goods are not subject to the regulations and therefore cannot be returned or refunded unless there is clear and significant damage. If there is clear damage to the plant the buyer must notify the seller within 24 hours, by means of writing, including images of the plant and the packaging. The seller will then use their discretion to issue a refund or replace the plant if deemed appropriate to do so.
It is not possible to request a refund for living plants or other perishable goods on the basis of anything other than damage.
Please note that due to the fact that each plant is unique it may vary in appearance from the example given on the listing, however all sellers are committed to ensuring that product descriptions and images are an accurate depiction of the item you will receive.
Please note, the following policies set out below relate only to non-perishable goods and therefore are not relevant for living plants. For refunds and returns policy related to living plants please see the ‘Living plants and other perishable goods’ section above.
In relation to non-perishable goods buyers have a right to terminate the contract and return an item even if the item is not faulty in any way (this is the consumer's right in UK law). They have the right to do this up to 14 days after receipt of the items and a full refund including the cost of the outgoing postage must be made within 14 days of the seller receiving the returned item(s), or within 14 days of the buyer providing evidence that the item(s) have been returned (e.g. proof of postage), whichever is sooner.
How to request a return
To return your item/s, please log in to your green rooms account and select ‘orders’ in the left hand menu, you can then filter by 'delivered'. Find the order you would like to return, click on the eye symbol to see the order details. Here you can raise a refund request. You will have to give details of the refund reason. If the refund is accepted by the seller you will then have to return the item to the seller to their returns address within 14 days.
Paying for returns
Buyers are expected to pay the cost of the return, unless the item arrived damaged or faulty, in which case you will be expected to pay for the return and this amount will be refunded to you in addition to the value of the item(s).
Please ensure you send your product by recorded delivery and retain proof of postage and cost of return.
Faulty items must be returned in their original packaging.
If your product is damaged, faulty, or you have received an incorrect product, the seller will refund the cost of return shipping if you are asked to return it back to the seller. However, this must be reported using our Returns form and the Support team will assist from there.
If you are returning a product for any other reason (e.g. it is different to expected or you simply no longer want the item) we are unable to cover the cost of return.
Receiving refund payment
As soon as your returned products have been received by the seller, we will be notified of the return. We will then contact you by email to let you know that your return has been received and your refund has been processed.
Once we have confirmed the refund has been processed the money will be returned to your ‘wallet’ in the green rooms platform. You can access your wallet by selecting ‘My Credits’ on the left hand side of your account. From there you can transfer money into your nominated bank account by selecting ‘Withdraw’ and the withdrawal amount. Please allow 3-5 working days for the funds to be received back into your payment account. You are also welcome to use the returned money in your ‘wallet’ to make purchases on shopgreenrooms.com if you wish.
If you wish to exchange a product, please return your item by following the returns procedure outlined above and place a new order for your replacement item through shopgreenrooms.com.