Return & Exchange Policy

Return & Exchange Policy for Green Home Online Store

At Green Home, we are committed to providing our customers with a clear, reliable, and professional shopping experience. This Return & Exchange Policy explains the terms and procedures for order cancellation, product returns, and exchanges for purchases made through our online store.


1. Order Cancellation Before Shipping

Customers may request to cancel their order before it is shipped from Green Home warehouse.

To request cancellation, please contact our customer service team through:

If the order has not yet been shipped, we will cancel the order and process the refund according to the original payment method.


2. Order Cancellation After Shipping

If the order has already been handed over to the courier or delivery partner, cancellation may not be possible immediately.

In this case:

  • The customer may contact us, and we will raise a cancellation request with the courier if possible.
  • The customer may refuse to receive the shipment when contacted by the delivery company, while mentioning the reason for refusal.
  • Shipping fees or return-related charges may apply if the cancellation is due to a change of mind or if the customer no longer needs the product.

3. Return and Exchange Period

  • Customers may request to return a product within 3 days from the date of receiving the order.
  • Customers may request to exchange a product within 7 days from the date of receiving the order.
  • Return and exchange requests are subject to the conditions mentioned in this policy.

4. Conditions for Return or Exchange Approval

To approve a return or exchange request, the following conditions must be met:

  • The product must be in its original condition as received.
  • The product must be unused and not installed.
  • The product must be returned in its original packaging.
  • Original labels, serial numbers, or identification marks must not be removed.
  • The product must be free from scratches, breakage, damage, misuse, or installation marks.
  • The product must not have any fault caused by incorrect electrical connection or unsuitable voltage.
  • The original purchase invoice or order number must be provided.
  • All accessories, manuals, and included items must be returned with the product, if applicable.

5. Non-Returnable and Non-Exchangeable Products

Products cannot be returned or exchanged in the following cases:

  • Products with opened or missing original packaging.
  • Products that have been installed or used.
  • Products that are damaged, scratched, or misused.
  • Products with missing accessories, labels, or serial numbers.
  • Products ordered specially for the customer or supplied according to special requirements.
  • Products included in special offers or promotions, unless there is a confirmed manufacturing defect.
  • Electrical products damaged due to incorrect wiring, wrong voltage, or improper installation.

6. Damaged, Defective, or Incorrect Products

If the customer receives a damaged product, incorrect product, or a product with a manufacturing defect, the customer must contact Green Home customer service within 3 days from the date of receiving the order.

After reviewing the case:

  • Green Home will cover the shipping or replacement costs if the mistake is confirmed to be from our side.
  • Green Home will cover the shipping or replacement costs if a manufacturing defect is confirmed.
  • Our customer service team may request photos or videos showing the product condition and packaging before approving the request.
  • The product must not be used or installed before contacting us in case of damage, defect, or incorrect delivery.

7. Shipping and Return Charges

If the return or exchange is due to a manufacturing defect, damage upon delivery, or receiving an incorrect product:

  • The customer will not bear the shipping charges.
  • The customer will not bear any additional charges related to the return or exchange.

If the return or exchange is due to a change of mind, no longer needing the product, or requesting another product instead:

  • The customer will bear the shipping and return charges.
  • The customer will bear any price difference, if applicable.
  • Bank transfer fees or payment processing charges may be deducted from the refunded amount, depending on the payment method used.

8. Return Procedure

To request a return or exchange for a product purchased from Green Home online store, please follow the steps below:

  • Contact our customer service team by phone or email.
  • Provide the order number and the reason for return or exchange.
  • Send photos of the product and packaging if requested.
  • After approval, the customer will receive return instructions or an airway bill, if applicable.
  • The product must be packed safely and properly.
  • The original purchase invoice or order number must be included.
  • The product must be handed over to the courier or delivered to the specified location according to Green Home customer service instructions.

Failure to include the purchase invoice or to pack the product properly may delay or result in rejection of the return request.


9. Refund Processing Time

After receiving the returned product, Green Home will inspect it to confirm that it meets the return conditions. Once the return request is approved, the refund process will begin.

  • Refunds are processed within 7 to 14 business days from the date of receiving and approving the returned product.
  • For payments made by debit or credit card, the refund will be processed to the same card used for the purchase.
  • The time required for the refunded amount to appear in the customer’s account may vary depending on the issuing bank.
  • For payments made by bank transfer or other payment methods, the refund will be transferred to the customer’s bank account after receiving the required bank details.

10. Purchases from Distributors or Branches

  • If the product was purchased from one of Green Home distributors, the customer must contact the same store or point of sale where the purchase was made.
  • The distributor’s own return and exchange policy will apply to products purchased from distributors.
  • This policy applies only to products purchased directly from Green Home online store.

Contact Information

For any return, exchange, or cancellation request, please contact us through:

Important Note

  • This policy applies only to orders placed through Green Home online store.
  • This policy does not apply to project orders, commercial quotations, or B2B supply orders.
  • This policy does not apply to products supplied according to special customer requirements, unless otherwise agreed in writing.