Returns & Refund Policy
Returns & Refund Policy
Our primary goal is to ensure that we offer you high quality products and fulfill your orders as quickly as possible. However if you’re unhappy with your order, you can return or exchange your purchase within 7 days of delivery. We’ll be happy to process your return and offer you an exchange or refund.
We do not accept returns on perishables, intimates, custom items, or digital products
If you wish to file a return request/RMA for an order, please send us an email at support@greenspencer.com and provide as much information about the order as possible.
We are committed to getting all return claim inquiries assessed in a timely manner. You can typically expect our response to your claim within 5 days and a resolution in no more than 15 days.
Return Process
We send the supplier a request for an RMA/return.
The request will then be assessed and if the claim is approved for return, we will provide you with a return address, along with an RA number to reference. Costs associated with returning the package will be your responsibility unless the supplier determines your claim is eligible for a free return label.
You will then have 7 days to send the package back to the return address provided for a refund. Please be sure to let us know once the order has been shipped and provide us with the tracking information. If you need more time to send the package back, please let us know.
After we receive your item, we will inspect the item(s) and process your refund within 5 to 10 business days only if the item is in a resellable condition. If you’d like to exchange the item, we can offer store credit of the same value (or) offer another item of the same value (or) offer the same item (if in stock).
Credit for the RMA completed claim will only be issued once the supplier has confirmed they received the package and have issued a credit.
Your money will be refunded by the same method you paid for it. This may take between 5 and 10 business days, depending on your payment method.
It is important to note that ALL returns are subject to approval by our supplier. If you have any questions or concerns, please do not hesitate to send us an email at support@greenspencer.com and ask.
Types of Claims Accepted
Item Damaged
If you received a damaged product, we will need to verify this information as soon as possible. An order is eligible for a full product price refund if the carrier tracking shows that the package was damaged in transit.
If tracking shows that the package was successfully delivered, we will need proof of damage from you
1. Images that clearly display the reported damage - including at least one (1) image where the universal product code (UPC) is clearly visible on the product.
2. Images of the container that the product arrived with all of its contents.
When our customer service team receives clear proof that the delivered item(s) were damaged, we will be able to issue a full refund on the product.
Damage claims on orders for non-perishable products must be reported within seven (7) days to be considered for a refund.
PLEASE NOTE: Damage claims on orders for frozen, refrigerated, and perishable products must be reported within 24 hours of the delivery date.
No Longer Needed/Wanted
In case you simply want to return the item (e.g. if you are not happy with it), we can offer you a refund on the product minus a 30% restocking fee.
To be eligible for a return, your item must be:
1. Unused and in the original packaging.
2. Not out of date at the time the return is received.
PLEASE NOTE: The shipping fee is non-refundable and is not eligible for a pre-paid shipping label.
Item Not Received
If tracking shows the package was delivered but the recipient disputes it, we will open an investigation with the carrier.
Under these circumstances, refunds are not guaranteed. and you are requested to cooperate in the handling of such a claim. Failure to cooperate may result in a denial of the refund.
Return To Sender (RTS)
Generally, packages that are returned back to the sender are subject to a refund minus a 30% restocking fee and shipping charges.
This applies to, but is not limited to, the following instances:
1. The address was incorrectly inputted when the order was placed.
2. The recipient refused delivery.
3. The recipient refused to pick up the package.
4. The address is deemed invalid by the carrier.
In cases where you believe the carrier mistakenly failed to deliver the package, we will file a claim with the carrier. Your cooperation is expected on this claim. Failure to cooperate may lead to denial of the claim and ineligibility for a refund.
