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Return & Replace

What is your return policy for orders?
We have always made every conscientious effort to ensure that you will get your parcel safely and efficiently. If you are not 100% satisfied with an item you purchased from us, you may return it in 7 days from the item delivered, please contact us at Help Desk Form we’ll do our best to resolve the matter either by replacing the product or by issuing you a credit. (minus shipping cost and Paypal refund charge where appropriate).

Only items that are unused, in saleable condition*, and in original packaging are eligible for return. Customer MUST contact us prior to sending an item back. Please following the instruction below for a return.

* This means that packaging must be intact, tags must be attached, no pet hair, etc.


Can I return something I've already used?
No. Items must be returned to us in the original, saleable condition with the original packaging. We cannot accept used, damaged or dirty merchandise. We do not accept returns on product that have been damaged as result of improper care. Scratched, dented, or chipped bottles are not eligible for refunds or replacements.

Who will pay the item return shipping charge?
If the purchase is being returned to us, the buyer will be responsible for the shipping charges to return the item(s) to us.

What if my item arrived defective, damaged or I received the wrong item?
If your order is damaged due to manufacturer defect, or if an incorrect item is shipped to you, please contact us at Help Desk Form with the subject "Item defected" or "Item incorrect" for replacement within 24 hours of receipt. We will work with you to resolve the problem as quickly and efficiently as possible.

We can not accept and can not take responsibility for the item damaged in transit and request for replacement after 24 hours of receipt.


How do I return a product or get a replacement for a defective or incorrect item?
Please send us a notice at Help Desk Form with the following information, and a customer service representative will get back to you within one business day with a solution:

  • Your full name and order number.
  • A brief description of the problem (including any packaging issues, if applicable)
  • A photo of the product if damaged or defective.

* If your damaged, defective, or incorrect item return is shipped back without contacting Customer Service first, we may not able to handle the return or replacement.

How long does it take to get an item replace?
Please allow at least 48 hours for us to process your request and reply to you. Please remember that any enquiries sent during the holiday season, non-business, weekend hours will be responded to on the next business day.

How long does it take to get a refund?
If GreenPal Store is required to make a refund to you, we will credit the original purchase price (minus shipping cost and Paypal refund charge where appropriate) to your Paypal or bank account. GreenPal Store will generate a refund within 3-7 business days after receiving the item into our warehouse. GreenPal Store retains the right to refund the customer via whatever method is deemed appropriate.

Paypal or bank may take an additional 7 days to reflect the credit in a customer's account. If GreenPal Store has confirmed a refund to your Paypal or bank account but the amount has not registered in the account itself, we suggest that you contact Paypal's (Customer Service) or your bank for more information.

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