At GREEN TRAVEL BAGS LTD, we want you to feel confident when shopping with us. If you need to return an item or would like to request an exchange, please review the information below.
Our returns and exchanges process is subject to applicable UK consumer protection law and our Returns & Refunds Policy.
1. Change-of-Mind Returns
If you purchase a product online and simply change your mind, you may have a statutory right to cancel your purchase.
For most goods purchased online, the applicable cancellation period is generally 14 days from the day after you receive the goods.
If you decide to cancel your order, please contact us within the applicable cancellation period.
You do not generally need to provide a reason when exercising a statutory cancellation right.
2. How to Request a Return
Before sending an item back, please contact our customer service team.
Our team will provide the relevant return instructions.
Please do not send a return to our registered office unless we have specifically instructed you to do so.
3. Preparing Your Return
When returning an item, please package it securely to help prevent damage during transportation.
Where reasonably possible, please return the item with:
Original packaging
Product packaging
Accessories supplied with the product
Any relevant documentation
Customers should take reasonable care of products while they are in their possession.
4. Condition of Returned Items
Customers may generally inspect products to the extent reasonably necessary to establish their nature, characteristics, and functioning.
However, where permitted by applicable law, a reduction in the refund may apply if the product has been handled beyond what is reasonably necessary and its value has consequently decreased.
We therefore recommend handling jewellery carefully and avoiding unnecessary wear before deciding whether to keep it.
5. Return Shipping
For a change-of-mind return, the customer may generally be responsible for the direct cost of returning the product unless applicable law or our return arrangements provide otherwise.
Different rules may apply where:
The product is faulty
The product was damaged before or during delivery
The wrong product was supplied
The product does not conform to the contract
Applicable law requires us to cover the return cost
If you believe your item has a fault or was supplied incorrectly, please contact us before returning it.
6. Exchanges
If you would prefer to exchange an item rather than receive a refund, please contact us.
An exchange may be possible depending on:
Product availability
The condition of the returned item
The type of return
Applicable consumer rights
Any difference in product price
If the requested replacement product is unavailable, we may instead offer an appropriate refund where applicable.
7. Changing to a Different Product
If you would like to exchange your original product for another product, please contact us before sending the item back.
If the replacement product has a different price, we will advise you of any applicable price difference and the available options.
Any additional payment must be completed through an approved payment method.
Where the replacement product costs less, the applicable difference may be refunded where appropriate.
8. Faulty Products
If you believe your jewellery is faulty, please contact us as soon as reasonably possible.
Please provide:
Order number
Product name
Description of the problem
Photographs showing the issue, where possible
Depending on the circumstances, you may have statutory rights to a repair, replacement, price reduction, or refund.
We will review the issue and provide an appropriate resolution in accordance with applicable law.
9. Damaged Products
If an item arrives damaged, please contact us promptly.
Where possible, please take photographs of:
The external packaging
The shipping label
Any visible damage
The jewellery
The internal packaging
These details can help us investigate the issue.
Please do not dispose of damaged packaging until the matter has been reviewed where reasonably possible.
10. Incorrect Items
If you receive a different item from the one you ordered, please contact us.
We may ask for photographs of the product received and your order information so that we can investigate the issue.
If the wrong item was supplied, we will work with you to arrange an appropriate resolution.
11. Items That Cannot Be Returned
Certain products may be excluded from statutory cancellation rights where an applicable legal exception applies.
For example, certain personalised or specifically customised products may be excluded from standard cancellation rights.
Products sealed for health or hygiene reasons may also be subject to applicable legal exceptions once the seal has been broken.
Any exclusion will only apply where permitted by applicable law.
If you are unsure whether an item can be returned, please contact us before making a return.
12. Refunds
Where a return qualifies for a refund, the refund will normally be made to the original payment method.
For statutory cancellations, refunds will be processed in accordance with applicable UK consumer protection requirements.
The time required for a refunded amount to appear in your account may depend on your bank, card issuer, or payment provider.
For complete information about refund procedures and timeframes, please see our Returns & Refunds Policy.
13. Return Tracking
We recommend using a tracked or traceable delivery service when returning an item.
Please retain your proof of postage and tracking information until the return has been completed and any applicable refund or exchange has been confirmed.
This can help resolve potential delivery issues.
14. Exchanges and Availability
An exchange is subject to product availability.
If the requested replacement is unavailable, we will contact you regarding the available options.
Availability can change while a return is being processed, so we cannot guarantee that a particular replacement product will always be available.
15. Gifts
If an item was purchased as a gift, the available return or exchange options may depend on the original order and payment method.
Please contact us with the order information so that we can review the available options.
Refunds will normally be processed to the original payment method where applicable.
16. International Returns
If you are returning an item from outside the United Kingdom, additional delivery or customs requirements may apply.
Please contact us before sending an international return so that we can provide the appropriate instructions.
Customers should not mark packages inaccurately or provide misleading customs information.
17. Your Statutory Rights
Nothing in this Returns & Exchanges policy affects your statutory consumer rights.
Where applicable, UK consumer law provides protections relating to goods that are faulty, not as described, not fit for purpose, or otherwise do not conform to the relevant legal requirements.
These rights are separate from any voluntary return or exchange arrangements offered by us.
18. Contact Us
If you need to request a return, exchange, refund, or assistance with a faulty or damaged product, please contact us.
GREEN TRAVEL BAGS LTD
18 Yeading House Larch Crescent Hayes England UB4 9DZ United Kingdom
