We want you to be completely satisfied with your purchases and we know that you may not be satisfied with an item you have ordered. Please make sure that you check your items carefully before they are used or installed. We also recommend that you keep your receipt and order number, which can be found on your order confirmation email or on the order packaging, as you might need it as proof of purchase in the event of any after-sales queries.
To return an item purchased online, click here to fill out the online Withdrawal & Return form.
Please note that if you wish to cancel an order, you must inform us in writing within 14 days of the date on your receipt. Once your order has been delivered to you, you have a period of 14 days to return non-suitable item(s), if you have changed your mind and wish to be refunded.
Right of Withdrawal
If for any reason you wish to do so, you have the right to cancel any order you have placed. Once your order has been delivered to you, you may notify us of your will to cancel the order up to 14 working days.
You must exercise your right of withdrawal in writing via the Withdrawal & Return form (go to "My Account" > "Order Tracking" > "Return an item"). After approval by our Customer Service we will confirm the receipt of your withdrawal request by email.
In the 14 days after the transmission of your will to withdraw, you must return the product(s) in perfect condition, not worn or damaged and in original packaging, accompanied by the invoice and the Withdrawal & Return form that has previously been completed online. Otherwise, the return will be considered non-compliant.
In the case where the products have already been used, you agree to clean any usage tracks.
Exceptions to the Right of Withdrawal: perishable goods, alcoholic beverages, CDs and DVDs, unless they are unopened with any seals and shrink-wrap intact. For hygiene reasons, underwear, swimwear and beauty products cannot be returned.
Upon exercise of the right of withdrawal by the customer, Greenweez has 14 days to refund your order. Please note that we might defer the refund until receiving the goods or the proof that the products have been returned to us.
Incomplete or damaged items
If you receive incomplete or damaged items, please contact us in the next 72 hours by email at firstname.lastname@example.org or by post to Greenweez, Customer Service, 301 rue des Marais, 74410 Saint Jorioz, France. You can also report any incident to our Customer Service using our online contact form: click here.
In the absence of postal mail or email, no request for refund or product exchange will be taken into account. We also recommend you to send an email to Greenweez Customer Service indicating your order number and describing precisely the condition of your order (missing items, damaged items...). You can also send a photo of the package or the damaged products.
Not as described items
If an item does not correspond to the item you have ordered, please fill in our contact form or call our Customer Support team, we will reply as soon as possible: click here.
If you receive a faulty item, or encounter problems with an item purchased on our website, please go to "My Account" > "Order Tracking" > "Faulty / Defective product under warranty" and complete the online After Sales request form. After approval of your request, our Customer Support team will send you the procedure to return faulty item(s) to us. Please do not return the merchandise without prior consultation with us, as that would significantly delay the procedure.
The after-sales service is provided by the manufacturer of the product. If you complete and submit the After Sales form, your right of withdrawal is no longer applicable (the 14-day period has expired) and you agree that the product you wish to returned is still under warranty.
If the default subject of the claim is not approved by us, or if the warranty does not apply, the return costs will be charged to you.
How to return items to us
For online returns, the online returns form must be filled in within 14 days of the date on your receipt.
In collaboration with the courier company IMX, Greenweez has chosen to make returns as convenient as possible for you. You will no longer need to return unsuitable goods at your local store: they will be collected directly at your delivery address!
Once your return request has been transmitted to our partner IMX, a returns label will be automatically created. Depending on your location and the type of item(s) you wish to return, we will use DHL or Fedex services to collect the item(s).
All you will have to do is download and print the returns label sent by our Customer Support team. Place the item(s) to be returned in their original packaging. The item(s) should not be worn or damaged. Securely seal the package and place the returns label over the shipping label. Then please contact the courier company to arrange for the collection whenever convenient for you!
The return is at your expense, unless you are returning an item because of an error on our part or because it is damaged or faulty. In these cases, we carry the return costs. If it is agreed upon, that all items of an order are returned, the initial delivery costs are refunded.
If your item(s) has/have been approved for free return, there will be no additional charges. Greenweez covers any additional postage fees. Please remind that you must obtain a receipt for proof of postage and communicate the parcel number of the return parcel so we may initiate the refund.
If your item(s) has/have not been approved for free return, you will have to pay the return postage costs. You can choose to take the item(s) to your local post office or other mailing service, or you can ask for the goods to be collected at your place at a competitive price. Please note that the return service is charged by weight. You will not have to pay anything when arranging the collection: the return postage costs amount will be deducted from your refund.
You will need to provide your invoice or delivery note as proof of purchase. Please make sure your order number appears on the outside and inside of all packages.
All returns should be sent to:
Entrepôt Deret on behalf of Greenweez
645 rue des châtaigniers
Bâtiment E-porte 24
We aim to process the returned items promptly. You can expect a refund within 14 working days upon receipt of your withdrawal and return request, in the same form of payment originally used for purchase. Please note that we might defer the refund until receiving the goods or the proof that the products have been returned to us (return parcel number).