At GREEN TRAVEL BAGS LTD, we want our customers to feel confident when shopping with us.
This Returns & Refund Policy explains how returns, cancellations, refunds, faulty products, damaged items, and incorrect orders are handled when purchasing from greentrave.com.
Nothing in this policy is intended to limit or exclude any statutory rights you may have under applicable consumer protection law.
1. Our Company
GREEN TRAVEL BAGS LTD
18 Yeading House Larch Crescent Hayes England UB4 9DZ United Kingdom
A clear statement that you wish to cancel the order
You do not need to provide a reason for cancelling where you are exercising a statutory right to cancel.
We recommend keeping a record of your cancellation request.
4. Returning the Product
After notifying us that you wish to cancel, you should return the relevant product without undue delay and generally within 14 days of notifying us of the cancellation.
The product should be returned securely and appropriately packaged to reduce the risk of damage during transportation.
Unless otherwise required by law or agreed with us, you are responsible for taking reasonable care of the product while it is in your possession.
5. Condition of Returned Products
Customers may generally handle goods to the extent necessary to establish their nature, characteristics, and functioning, in a similar way to how they could reasonably examine them in a shop.
However, if a product has been handled beyond what is reasonably necessary and its value has consequently diminished, applicable law may allow an appropriate deduction from the refund.
Where permitted by law, we may take account of damage, excessive use, or other handling that goes beyond what is reasonably necessary to inspect the product.
We recommend returning products in their original condition and with any original packaging, accessories, or other items supplied with the order where reasonably possible.
6. Return Shipping Costs
Where you are exercising a statutory cancellation right because you have changed your mind, you may generally be responsible for the direct cost of returning the goods unless:
We have agreed to pay the return cost;
We have failed to provide the required information about return costs; or
Applicable law requires us to bear the cost.
Where a product is faulty, damaged, incorrect, or otherwise does not conform to the contract, different rights and arrangements may apply.
Please contact us before returning such an item so that we can provide appropriate assistance.
7. Refunds for Cancelled Orders
When you validly exercise your statutory cancellation right, we will process the applicable refund in accordance with UK consumer protection requirements.
Where required by applicable law, we will refund:
The amount paid for the returned goods; and
The cost of standard delivery paid for the original order.
If you selected a more expensive delivery method than the least expensive standard delivery option available, we generally only need to refund the amount equivalent to the standard delivery cost.
8. When Will My Refund Be Issued?
Where a statutory cancellation right applies, we will normally issue the refund without undue delay and within the applicable legal timeframe.
For returned goods, this will generally be no later than 14 days after:
We receive the returned goods; or
You provide evidence that the goods have been sent back,
whichever occurs earlier, subject to the applicable legal requirements.
We may be entitled to wait until the goods are returned or you provide appropriate evidence of return before issuing the refund.
9. Method of Refund
Refunds will normally be made using the same payment method used for the original purchase.
We will not normally charge a separate fee for processing a refund where prohibited by applicable law.
The time it takes for the refunded amount to appear in your account may depend on your bank, card issuer, or payment service provider.
10. Faulty Products
If you believe a product is faulty or does not meet the required legal standards, please contact us as soon as reasonably possible.
Please provide:
Your order number
Product name
Description of the problem
Photographs or other evidence where appropriate
Depending on the circumstances, you may have rights to a repair, replacement, price reduction, or refund under applicable consumer law.
We will assess the issue and provide an appropriate resolution based on the circumstances and your legal rights.
11. Damaged Products
If your order arrives damaged, please contact us promptly.
Where possible, please provide photographs showing:
The outer packaging
Any visible damage
The product
The shipping label
Other relevant information
This information may help us investigate the issue with the delivery or fulfilment service.
Where a product is damaged or defective, your statutory consumer rights remain unaffected.
12. Incorrect Products
If you receive an item that is different from the product you ordered, please contact us as soon as possible.
Please provide your order number and photographs of the product received where appropriate.
We will review the issue and arrange an appropriate solution in accordance with applicable law and our policies.
13. Items That May Be Excluded From Cancellation Rights
UK consumer law provides certain exceptions to the standard statutory cancellation right.
Depending on the circumstances, these may include products that:
Are made to the consumer’s specifications or clearly personalised
Are sealed for health or hygiene reasons and have been unsealed after delivery, where the relevant legal exception applies
Are otherwise specifically excluded by applicable law
Any applicable exception will depend on the specific product and circumstances.
We will not use an exclusion to remove a statutory right where the law does not permit us to do so.
14. Unwanted or Change-of-Mind Returns
If you simply change your mind about a product purchased online, your statutory cancellation rights may apply.
The product should be returned within the applicable return period and handled with reasonable care.
Any applicable deduction for diminished value will be handled in accordance with applicable law.
15. Exchanges
If you would like to exchange an item for another product, please contact us.
An exchange may depend on product availability and the circumstances of the return.
Where an exchange is not available or appropriate, we may instead process the applicable return and refund.
Your statutory rights are not affected by our exchange procedures.
16. Sale or Promotional Items
Products purchased during a sale or promotional period remain subject to the same applicable statutory consumer rights as other products.
Any additional promotional return conditions will not override rights that cannot legally be excluded.
17. Return Packaging
Customers should use appropriate packaging when returning products.
Please ensure that jewellery is protected from:
Scratching
Crushing
Moisture
Loss of small components
Other avoidable damage during transportation
Where the original packaging is available and suitable, we recommend using it when returning the product.
18. Return Address
Please do not send a return to our registered office without first contacting us if a separate return address or return procedure has been provided for your order.
The appropriate return instructions may depend on the circumstances of the return.
Our customer service team will provide the relevant return instructions where necessary.
19. Return Tracking
We recommend using a delivery service that provides proof of postage or tracking when returning an item.
Please retain your return receipt and tracking information until the return and refund process has been completed.
This can help demonstrate when the item was sent back if a delivery issue occurs.
20. Refunds for Undelivered or Returned Packages
If an order is returned to us because it could not be delivered, the available options may depend on the reason for the failed delivery and the circumstances of the order.
Please contact us so that we can review the order and advise you of the available options.
Nothing in this section limits any statutory rights you may have.
21. Statutory Consumer Rights
This policy does not affect your rights under applicable UK consumer protection law.
Depending on the circumstances, consumers may have legal rights where goods are:
Not of satisfactory quality
Not fit for their intended purpose
Not as described
Faulty
Incorrectly supplied
These rights may provide remedies such as repair, replacement, price reduction, or refund depending on the circumstances.
Our policies are not intended to reduce or replace these statutory rights.
22. If You Have a Problem With Your Order
We encourage customers to contact us first if there is a problem with an order.
Our customer service team will review the circumstances and aim to provide a fair and appropriate resolution.
Please provide your order number and relevant details so that we can identify the purchase and investigate the issue.
23. Contact Us
For returns, cancellations, refunds, damaged products, faulty products, or other order-related enquiries, please contact:
GREEN TRAVEL BAGS LTD
18 Yeading House Larch Crescent Hayes England UB4 9DZ United Kingdom
