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Refund and Returns Policy

Green Ess Return & Refund Policy

At GREEN ESS, our top priority is ensuring our customers’ satisfaction. Therefore, we are pleased to assist customers who wish to return products purchased from our official online store and receive a refund. It is important to note that our return and refund policy complements your rights under the Australian Consumer Law, even though it is not legally mandated.

If you have made a purchase directly from the GREEN ESS official website, you have the authority to request a return or refund.

If your purchase was made through one of GREEN ESS’s authorized distributors, please adhere to the distributor’s specific return and refund policies. For more information, kindly reach out to the distributor directly.

Order Cancellation

Customers have the option to cancel their orders. If you wish to cancel your order, please send an email requesting a refund within 48 hours of placing the order, provided that the order has not been dispatched at the time of your request.

If your order has already been dispatched, we recommend waiting to receive the products and then initiating a refund request, following the return policy outlined below. Please be aware that a transaction fee may apply based on the payment method used.

Products Not Received

If you have not received the products you ordered, please get in touch with our GREEN ESS service team at info@greeness.com.au. Our customer service team will respond to your inquiry as soon as possible to address the issue.

Receipt of Damaged Products

In the event that you receive products in a defective or damaged condition, or if you receive an incorrect or incomplete product, kindly send an email to info@greeness.com.au. To expedite the resolution process, please include pictures and/or videos illustrating the issue. We will promptly assess the situation and process your request accordingly.

30-Day Money Back Guarantee

Our 30-Day Money Back Guarantee is designed to ensure your satisfaction with your GREEN ESS purchase. Please carefully review the following policy details:

If you find yourself unsatisfied with your purchase for reasons unrelated to quality issues, you have the option to request a refund after returning the items in their original, unused condition, and with all materials included in their undamaged original packaging. However, please note that you will be responsible for covering the double shipping cost, along with a small administration fee.

Once the returned item is received at the GREEN ESS warehouse and its validity is confirmed, the return shipping cost will be deducted from your refund.

Please be aware that a full refund cannot be offered if more than 30 days have passed since the purchase date.

Return & Refund Conditions

Please carefully read conditions below. If conditions are not met, Green Ess reserves the right to refuse the exchange or refund. Please note that Green Ess does not permit the return of or offer refunds for the following products:

  • Products that have been used.
  • Product that is custom configured or branded to your specifications.
  • Product purchased from a 3rd party retail partner.

Procedures for Return

To ensure the smooth processing of your return with Green Ess, please make sure to adhere to the following guidelines:

  • Reach out to our service team at info@greeness.com.au with proof of purchase and images of the products you intend to return. Ensure that the products are in their original packaging.
  • To return an item, you will need to obtain a Return Material Authorization (RMA) number. Green Ess will not accept returns without prior authorization and an RMA number. You can get an RMA number by contacting us via email for assistance.
  • Please noticed all returns must have an RMA number for processing.
  • Display the RMA number prominently on the return shipping label of any package being sent back to Green Ess.
  • Avoid writing the RMA number directly on the original packing box.
  • It is crucial that the RMA number is placed on the return shipping label. Packages lacking this RMA number on the return shipping label may not be accepted by our warehouse.Top of Form
  • You are responsible for arranging a courier or shipping company to send the products to the address provided in our email. Some of our products are classified as ‘dangerous goods,’ so it is your responsibility to inform the courier or shipping company of this classification.
  • You may also need to obtain ‘transportation insurance’ with an insured declared value (IDV) equal to or greater than the purchase price of the product and provide evidence of this insurance to us for the return.

Product Inspection and Refund

Upon receiving your products, our service team will conduct necessary inspections and testing. We will then inform you of the testing results. If everything is satisfactory, you will receive a refund notification via the email address provided during your purchase. It may take up to 4 weeks to receive your refund via your original payment method. We may deduct the initial delivery fees incurred to send the products to you, with the amount depending on the distance between our warehouse and your delivery address. Additionally, a small administration fee may be deducted based on the product model to cover refund processing, inspection, testing, and restocking costs.

Refusal of Delivery

Please be advised that refusing a delivery is not an acceptable course of action and will be treated as a “change of mind” situation. If you happen to change your mind about your order, you are eligible for a refund within 30 days in accordance with our policy. We kindly ask that you reach out to us via email after receiving the delivery, and we will gladly assist you in the refund process. In the event of delivery refusal, an additional refusal fee will automatically apply, along with the potential for incurring extra costs. If such additional costs are incurred, we will be obliged to deduct both the refusal fee and any additional costs from your refund.

Refund Policy

  • For Non-quality Issues: Refunds will be processed in accordance with our “30 Days Money-Back Guarantee.”
  • For Quality Issues: In cases of quality issues, a partial refund may be provided, taking into consideration the usage time of the device after 30 days from the date of purchase.

IMPORTANT NOTE

Please be aware that the Return & Refund process will not be initiated if:

The products returned do not include all original packaging and accessories.

Any fault or damage to the product is determined to be the result of misuse, as determined by our assessment or testing of the products, or if the products were improperly packaged for return to our warehouse.

Returns are made without prior authorization and an assigned RMA (Return Merchandise Authorization) number.

Returns do not comply with the required transportation insurance as specified in this policy

 

Green Ess Pty Ltd may reserve the right to modify and provide final explanation for any matters related to its policies and procedures.

01/08/2023