Refund policy

Cancellation of order

If you order from us you have the right to cancel your order up to 7 days following the receipt of an item under the Distance Selling Regulations providing none of the items are bespoke items or special order items. see section 13.

If the item(s) have not been dispatched we will cancel the order and we will refund payment in accordance with our refund policy in section 7 below. If the item(s) have been dispatched to you and we are unable to stop the delivery, you can refuse to sign for the delivery so that the item(s) are returned to us and we will refund in accordance with our refund policy in section 7 below. If you have arranged to collect an item from a store we will automatically cancel the order if you do not collect the item within 14 days from the date notified to you when you placed your order and will refund you in accordance with our refund policy in section 7 below. Alternatively,

if you have already taken delivery or collected from in-store please follow the procedure under ‘Non-faulty items’ in section 8 below.

Sometimes you may not be able to part cancel an order. If this is the case, Customer Services will explain this to you.

Refund policy

If you are entitled to a refund, we will refund you as follows:

If you paid by cash and obtain your refund in-store, we will refund you in cash up to a limit of £500; for all other refunds of cash purchases, we will send you a cheque;
if you paid by payment card, we will refund you on the payment card;
We will only refund the delivery charge for orders cancelled under the Distance Selling regulations or when authorised as faulty.
Goods returned not covered by the Distance Selling regulations or authorised as faulty will be subject to a restocking charge, this will vary depending on product.
Return of non faulty goods are subject to the customer paying for the transportation of the items back to ourselves.

Return instructions

We hope that you will be happy with your purchase but should you wish to return or exchange an item lease follow the instructions below.

A: Non-faulty items

Please let us know if you wish to return an item within 7 days of receipt by e-mailing info@buygreenchem.co.uk. Only some items can be returned to a store so please do check. Please note that your right to return an item under the Distance Selling Regulations does not apply to certain items unless the item has a manufacturing fault (in which case see section 8.2 below). Such items include: flat pack furniture that has been partially or fully assembled; and

items which have been installed.
Bespoke Items
You are required to take reasonable care of items. Please return an item with all of its components, we will offer you a refund in accordance with our refund policy in section 7 above.

If an item is returned undamaged in its original and undamaged packaging, we will offer you a refund in accordance with our refund policy in section 7 above. If you do not return the item as instructed within 7 days of cancellation, we will make a charge in respect of the cost of recovering (or attempting to recover) the item. If you do not return an item after our reasonable attempts to recover it, you will be deemed to have accepted the item, at which point a new purchase contract will be made and you will be charged for your order at the price then set out on the Site. None Faulty goods which are returned will be subject to a restocking charge, this will vary depending on product. Return of non faulty goods are subject to the customer paying for the transportation of the items back to ourselves. If you would like us to collect any items, we offer a collection service for UK Mainland at a cost of £19.99 per collection attempt.

B: Faulty items

Some products are provided with a manufacturers 12 month warranty, however if a fault is caused by misuse, negligence or accident then it may not be covered by the manufacturers warranty and therefore any repair will be chargeable. If you have any problems with your purchase we can offer help and assistance. Please call Customer Services on 0161 737 7977. If we arrange for an item to be replaced, please also send a copy of the invoice which accompanied delivery. Failure to show that you have purchased the item from us may result in the replacement becoming chargeable. (If a replacement is chargeable, we will tell you in advance.) We will not accept any claims for losses you suffer during this time. If a fault is caused by accident, misuse or negligence, or it occurs outside the warranty period, it will not be covered. Service estimates for an item not covered by the manufacturer’s warranty will be chargeable. An estimate will be emailed (or sent to you by post if we do not have an email address for you) and confirmation of acceptance is required within 10 days. Where such acceptance is not received, the item will be returned not replaced and a charge may be payable.