Order & Returns Information

Click on the links below for all you need to know about ordering and returning products from greenharmonyproducts.co.uk, including our refund policy

Change or Cancel an order
Track your order
Missing, incomplete or damaged orders
Your purchase history
Return procedure
Refund policy

Change or Cancel an order

We’re sorry but in most circumstances it’s not possible to make changes to your order once you’ve placed it.

To add products to your order, please place a new order for these items

To change details of your delivery address, remove items from your order or cancel it completely, please contact us for advice on 01462 506 105 between 9am and 5pm Mon-Fri, or email us here -If your order has already been despatched or delivered, then you’ll need to follow our Returns procedure in the event of any unwanted products, or return them to Green Harmony Ltd, Suite 86, 86 Bancroft, Hitchin, Hertfordshire, SG5 1NQ

There are some products which we cannot cancel, refund or exchange, for reasons of health and hygiene, we are unable to exchange or refund product once the item has been opened, unless it is faulty where you can return the product within 14 days. Consumer Contracts Regulations 2013 This legislation offers you the following cancellation rights when you buy online or by phone:

You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you or your nominated recipient of the order, received the last item of your order (if a multiple item order).

Your right to return products does not apply to goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.

If you wish to exercise your right of cancellation or return, you are obliged to retain possession of the goods and take reasonable care of them.

To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, billing address, details of the order you wish to cancel and where available, your phone number and email address.

You can cancel by email: info@greenharmonyproducts.co.uk or call 01462 506105, or write to: Green Harmony Ltd, Suite 86, 86 Bancroft, Hitchin, Hertfordshire, SG5 1NQ.

If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method and card used to pay for the original transaction) the amount in relation to the items ordered to which your cancellation rights apply. This includes the cost of delivery to your chosen address (except for additional costs arising if you choose a type of delivery (next day, 48 hour etc) other than our standard and basic method of delivery).

We may make a deduction from the reimbursement for the loss in value of any goods supplied, if the loss is the result of unnecessary handling or use of the product. We will make the appropriate reimbursement no later than 14 days after the day we receive back from you any goods supplied.

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Order Confirmation Emails

Order received means your order hasn’t been processed yet

Order processing means your order could be at any point between the warehouse receiving it and despatching your goods

Despatched means your order has left our warehouse. You’ll receive an email confirming despatch. Depending on the carrier and delivery method, you may receive a separate email from us that will detail how to track your order when it has left the warehouse.

Cancelled means your order has been cancelled either by you or us If you find that your order has only been partially delivered, this may be because other items are being despatched in due course.

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Missing, incomplete or damaged orders

If your order hasn’t arrived, or arrives incomplete, over-delivered or damaged, first of all please view your order status online by signing into your account and selecting View orders. If your order is incomplete, please bear in mind that products may be sent out separately due to course and so will arrive separately; please allow a little extra time before contacting us. For damaged products, incomplete orders or despatched orders that don’t arrive within the expected time period, please email us on info@greenharmonyproducts.co.uk, or call us on 01462 506 105, 9am – 5pm, Mon – Fri. If you prefer, you can also return damaged goods to us via the returns methods listed below.

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Your purchase history

To find more information on your past orders, please sign into your account. You past orders will be displayed if you signed in to your account before checking out. To check for items that you’ve returned to us, view the original order and they’ll show up as ‘Returned’; do get in touch if this isn’t the case.

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Return procedure

Your refund will be processed within 14 days from when you return your order. If after this time you haven’t received your refund, please contact us.

We’ll refund the credit or debit card of the person who originally placed and paid for the order

Items returned will show up as returned on the order stored in My account as long as you signed in to place it originally

Return Procedure steps:

1) Fill out your reason(s) for return (return / cancellation form available here). Be sure to fill in all the needed information including whether you wish to be refunded or need a replacement item.

2) Enclose the return form with the product

3) Clearly label and package up securely your returned products to the following address: Green Harmony Ltd, Suite 86, 86 Bancroft, Hitchin, Hertfordshire, SG5 1NQ

4) Send the package using your choice of courier. We recommend you send your returned goods back via a recorded, special or proof of delivery service. You are responsible for all postage and packing costs and these will not be refunded.

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Refund policy

We want you to be happy with your purchase. If you’re not, just return the product to us, following the instructions above, and we’ll exchange or refund it to the credit or debit card of the person who originally placed and paid for the order. Please see below for products excluded from this policy. Under Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund within 14 days of receipt. This includes any delivery charge (except for the additional costs arising if you chose a type of delivery other than the least expensive type of standard delivery method offered by us) but excludes the products listed as exceptions below.

Terms & conditions

If you’re unhappy with your purchase, please let us know immediately.

We’ll refund the original debit, credit card used to purchase the order once we have received all items of the order back or we have received confirmed evidence that the order has been posted.

It’s important that any unwanted item, unless faulty, is returned in a re-saleable condition. We’d expect this to mean that you’ve kept all original packaging and labels, and that it’s undamaged and completely unused and where security seals are fitted, these should be intact

We will refund the standard delivery charges you paid as part of that order, in accordance with the Consumer Contracts Regulations 2013. If you paid for any premium or express delivery, we will only refund the cost of standard delivery.

You will have to pay the cost of securely sending the order back to us.

We will not refund any delivery charges if you cancel after the 14 days allowed under the Consumer Contracts Regulations 2013 or if you only cancel part of your order. See full terms and conditions here, and information on Consumer Contracts Regulations 2013 Products we’re unable to cancel, refund or exchange We can’t offer refunds or exchanges, unless faulty or not as described, on the following items:

Any item or product that has been custom made or produced to your request and specification or has been clearly personalised to your request;

Cosmetics and fragrances cannot be returned for health and hygiene reasons once the security seal has been broken and the container or bottle has been opened unless the product is by some way faulty. Where a product has been specially ordered for you, unless faulty, we’re unable to refund or offer an exchange. We’re unable to accept cancellations for these orders, unless within 48 hours of the order being placed. We’ll make this clear when you place your order. This does not affect your statutory rights.

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