At Green Shop Online, we are committed to offering high-quality products and customer satisfaction. Please review our policy on returns, warranty claims, and other key details.
Warranty Claims
How to Make a Claim
If your purchase is covered under our warranty, please follow these steps to make a claim:
- Check Eligibility: Ensure the issue aligns with our warranty terms and is not excluded as wear and tear or misuse.
- Complete Registration: Contact us via email with proof of purchase, photos and a detailed explanation of the situation.
- Contact Customer Service: Call us at (03) 9087 1234 to confirm information received and we will email a return shipping label if applicable.
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Return the Item: Safely package the item and return it to:
- Green Shop Online
- 50 Concorde Drive, Keilor Park, Victoria, 3042
Exclusions from Warranty The following are not covered under warranty:
- Damage caused by misuse, improper care, or normal wear and tear
- Damage resulting from overloading, dropping, or using the product outside its intended purpose
- Issues arising from accumulated stress over time (e.g., cracks from overloading or wear), which are not considered manufacturing defects
- If the item has been altered in any way by the customer or by anyone who does not have Green Shop Online written approval.
Receive Written Approval: To receive written approval to have an item altered by either the customer or an external service provider, please submit a request via our Customer Service email. Our team will review your warranty status and contact you with the available options.
Inspection Process: All claims are subject to inspection. If the issue is due to misuse, wear, or any excluded cause, repair or replacement options will be offered at a reasonable cost.
Returning Faulty or Incorrect Items
If you’ve received a faulty, damaged, or incorrect item, you may return it or request an exchange.
Conditions for Return
- The item must be in its original packaging, including instruction manuals and all accessories.
- The item must be unused and in as close to its original condition as possible, unless the fault itself prevents this.
- The return must be initiated within 30 days of receiving the item.
Replacement or Exchange
- If your item is found to be faulty, defective, or incorrect, and you notify us within 30 days, we will inspect it and offer a replacement or exchange at no additional cost.
- We will cover the cost of return shipping if the item is faulty, damaged, or incorrect. For minor purchases under $50 with a manufacturing fault, the faulty part will be replaced accordingly.
- We are required to receive the original item from purchase in our warehouse before the new exchanged item can be sent out.
- The customer is responsible for any return packaging costs if the item can not be returned in original packaging.
What We Need From You
- Proof of purchase (original purchase receipt).
- A description of the fault or issue with the product.
- An image and video of the fault or issue with the product.
Note: If a product is returned to us as a “faulty item” and, following our in-house inspection, it is determined that the product is operating as intended and not faulty, the following conditions will apply:
- The customer will be notified, and the item will be returned to them.
- Alternatively, upon request, a 25% refund of the purchase price (excluding shipping costs) may be issued.
Note: Returns must be shipped back within 60 days of receiving your return label. Returns initiated after this period will be ineligible for refund.
If you have special circumstances preventing timely return, please contact us in advance. We may grant a one-time extension of up to 15 days upon approval.
Shipping for Returns
- If the return is due to a fault or incorrect item, Green Shop Online will organize and cover the cost of return shipping.
- For other returns, you may be required to cover return shipping costs and assume responsibility for any loss or damage during transit. We recommend using insurance for such returns.
Important Note: We are unable to provide a free return label for Foldable Bathtubs due to their size and lack of courier services to deliver these items, all freight costs are to be paid by the customer. You can alternatively drop the bath tub off at our warehouse
Change of Mind Policy
We are not required to accept returns or offer refunds for change of mind, but we may accept if the all following conditions are met:
- The item is unopened, unused, and in its original packaging.
- You agree to pay a service fee to cover processing costs.
- You will cover return shipping costs.
Return to Sender Policy – Green Shop Online
If your parcel is returned to Green Shop Online, the following policy applies:
Re-shipping the Order:
If your order is returned to us and you wish to have it re-sent, a $15 re-shipping fee will apply. This fee covers the cost of shipping the parcel back to you.
Return Without Notification:
If your parcel is returned to us without prior notice or email communication, you will be responsible for covering:
- Any return costs charged by the courier.
We recommend notifying us immediately if you experience delivery issues to avoid unnecessary charges.
Store Credit Option:
If you prefer not to pay the re-shipping fee, we are happy to issue a store credit equal to the value of your order (excluding shipping).
Important Notes:
- This policy applies to parcels returned due to incorrect address details, failed delivery attempts, or unclaimed packages.
- Original shipping fees are non-refundable
Frequently Asked Questions
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What qualifies as a manufacturing defect?
- Manufacturing defects include issues like motor failure, cracks in structural components due to poor construction, or defects in materials affecting functionality.
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What if my product breaks years after purchase?
- Warranty coverage does not extend to issues caused by wear and tear or accumulated stress over time, which are outside the scope of manufacturing defects.
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What if I am unsure whether my issue is covered?
- Our team will thoroughly assess every claim. If the issue is covered under warranty, we will provide a resolution. If not, we will offer repair or replacement options at a reasonable cost.
Non-Returnable Items
The following items cannot be returned unless they are faulty, damaged, or sent in error:
- Digital Gift Cards
- Food/Grocery Items (oils)
- Books
- eBooks
- Clearance or final sale items.
For questions or concerns regarding these items, contact our Customer Service Team at (03) 9087 1234 or info@greenshoponline.com.au.
Legal Compliance
Our Returns & Warranty Policy complies with Australian Consumer Law (ACL). This policy does not exclude or limit your rights under ACL, which include your right to a refund, repair, or replacement if goods are faulty, not fit for purpose, or do not match the description.
Policy Updates
Green Shop Online reserves the right to update or amend this policy at any time. Any significant changes will be communicated to customers through our website.
For further assistance, feel free to contact our Customer Service Team at (03) 9087 1234 or email info@greenshoponline.com.au.
Foldable Bathtubs - Consumer Guarantee Policy
The consumer guarantee policy for the foldable bath requires the customer to report any damage to the bath when you receive it, or within seven (7) days.
After that, any repairs required are the responsibility of the customer, however a repair kit can be provided if you email info@greenshoponline.com.com or call our Customer Service Team (03) 9087 1234
Due to the size of the baths and the lack of courier services to deliver these items, all freight costs are to be paid by the customer. You can alternatively drop the bathtub off at our warehouse in Keilor Park (50 Concorde Drive, Keilor Park, Victoria, 3042).
Foldable Bathtubs - Warranty
Consumer Warranty for Foldable Baths
We stand behind the quality of our foldable bathtubs and are committed to your satisfaction. If you experience any defects or issues with your foldable bathtub within the first seven (7) days of purchase, we will replace or refund your purchase, at our discretion.
This warranty covers defects in materials and workmanship that arise during normal use of the foldable bathtub. It does not cover damage caused by misuse, abuse, incorrect storage, not drying properly, non- care when opening and closing the bath or neglect. Non-care during opening and closing can create a split in the bath which can be fixed with a repair kit provided by the manufacturer.
To make a claim under this warranty, please contact our Customer Service Team (03) 9087 1233 within 7 days of purchase. You may be required to provide proof of purchase and images of the defect or issue. Our customer service team will assist you with the process and will work to resolve the issue as quickly as possible.
If you have a claim after 7 days, please email info@greenshoponline.com.au for a repair kit provided by the manufacturer.
The repair kits will repair splits created from frequently opening and closing the bath, any sharp objects used in the bath, or any chemical cleaning agent or rough sponge used while cleaning the bath.
Important Note: Due to the size of the baths and limitations in courier services, all freight charges to return the bath must be borne by the customer. Alternatively, customers may opt to deliver their foldable bath to the warehouse.
Kuvings Products - Warranty
Domestic Use Warranty
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Juicers (all) – 20 years on the motor, 5 years parts and labour
Note:- the strainer is classified as a consumable part and is not covered under our parts warranty unless is a DOA (Dead on arrival). - Greek Yogurt and Cheese Maker – 2 years
- SV500 Vacuum Blender – 7 years
- SV400 Vacuum Blender – 7 years
- Dehydrators (all) – 7 years
- Sous Vide – 12 months
- Vacuum Sealer – 12 months
- Biocera Water Jug – 2 years on material defects and functional errors that can be traced to faults in production or construction.
Commercial Use Warranty
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REVO830, EVO820, CS600, CS700, C7000 Juicers – 5 years on the motor, 12 months parts and labour
NOTE: The strainer is classified as a consumable part and is not covered under our parts warranty unless is a DOA (Dead on arrival) - SV500 Vacuum Blender – 2 years
- Dehydrators (all) – 2 years
