Refund & Cancellation Policy | GreenSoul

Green Soul Ergonomics is passionate about customer satisfaction and continuously strives to provide the best quality products with unmatched customer service. We understand that there could be rare cases where in you may wish to not go ahead with your purchase or the product doesn’t fulfil your expectation. The cancellation and return policy has been designed keeping in the interests of the customers along with logistics challenges and costs involved in heavy bulky goods e-commerce.

Cancellations

1.1 Order is not processed: In case the order has not been processed and fulfilled, the order can be self cancelled by the customer from his account or a cancellation request can be raised by dropping a mail at info@greensoul.online. The cancellation of an order is not guaranteed. In case an order is successfully cancelled before it is processed, full refund will be initiated. The refund will automatically be credited back into the original source within 1-3 working days depending upon the mode of transaction.

1.2 Order has been processed: In case the order has been processed and fulfilled, the order becomes non-cancellable and no cancellation requests can be accepted. If the delivery is refused by the customer, for any reason, To and Fro Logistics charges will be levied at the time of processing the refund. The To and Fro logistics charges can vary from ₹800- ₹2800/ --- depending upon the weight of the shipment and shipment destination pin code.

The refund will be processed once the shipment is travelling back to the source and once processed, It can take 4-7 working day for it to get credited back into the original payment source.

Disclaimer : The free shipping provided by Green Soul is only applicable for successful orders, in which case, the cost of shipping is borne by Green Soul Ergonomics. In case the customer chooses to cancel / reject the order, after it has been shipped ; The shipping cost will be borne by the customer.

Returns

Green Soul Ergonomics follows a parts replacement/return policy, for which the terms are mentioned below :-

2.1 A product purchased on Green Soul is eligible for parts replacement or return within the return period (within 10 days from the date of delivery) if it fulfils any of the following conditions:

a) Product delivered is different from what was ordered.

b) Product was received in a physically damaged condition or was found defective when package was opened.

c) The product or parts of the product or accessories that were described on the website as “In the Box” was missing.

2.2 Any product noticed as "Received in Physically Damaged Condition or Damage upon Delivery" has to be reported within 72 hours of product delivery, with valid images/video evidence of damage, to be eligible for a replacement. Any issues reported after 72 hours will not be accepted.

2.3 Green Soul reserves the right to resolve any return request for In transit damaged part(s) / missing item(s) / wrong item delivered by sending a replacement of the affected part(s) within a stipulated time, free of cost. In case the part is not available, Return and full refund will be initiated.

2.4 Green Soul reserves the right to either process a refund back to the original source account, replace the product, or issue a refund in the form of a voucher that can be redeemed for any product available on the Green Soul Website

2.5 Every care has been taken to ensure that the product details are correct. All dimensions are measured by hand, so there might be a very slight variation. Whilst the image is a true representation of the standard product, slight variation in colour replication may occur due to lighting/flash during photography or your monitor settings. Warranty Or Return does not cover minor imperfections in the product that broadly meet design specifications or imperfections that do not materially alter the Product’s functionality Please go through the below FAQs for a better understanding of return process.

Cancellation Policy for Renewed Products

Green Soul Ergonomics follows a parts cancellation policy, for Renewed Products which the terms are mentioned below :-

3.1 Order is not processed: In case the order has not been processed and fulfilled, the order can be self-cancelled by the customer from his account, or a cancellation request can be raised by dropping a mail at info@greensoul.online. The cancellation of an order is not guaranteed.

In case an order is successfully cancelled before it is processed, full refund will be initiated.

The refund will automatically be credited back into the original source within 2-5 working days depending upon the mode of transaction.

3.2 Order has been processed: In case the order has been processed and fulfilled, the order becomes non-cancellable, and no cancellation requests can be accepted. If the delivery is refused by the customer, for any reason, to and fro Logistics charges will be levied at the time of processing the refund.

To and Fro logistics charges can vary from ₹800- ₹2800/ --- depending upon the weight of the shipment and shipment destination pin code.

The refund will be processed once the shipment is travelling back to the source and once processed, it can take 4-7 working days for it to get credited back into the original payment source.

Disclaimer: The free shipping provided by Green Soul is only applicable for successful orders, in which case, the cost of shipping is borne by Green Soul Ergonomics. In case the customer chooses to cancel / reject the order, after it has been shipped; The shipping cost will be borne by the customer.

Return Policy for Renewed Products

Green Soul Ergonomics follows a parts replacement policy for renewed products, for which the terms are mentioned below:-

4.1 A product purchased on Green Soul is eligible for parts replacement only within the return period (within 48 hours from the date of delivery) if it fulfils any of the following conditions:

a) Product delivered is different from what was ordered.

b) Product was received in a physically damaged condition or was found defective when the package was opened.

c) The product or parts of the product or accessories that were described on the website as "In the Box" was missing.

4.2 Any product noticed as "Received in Physically Damaged Condition or Damage upon Delivery" must be reported within 48 hours of product delivery, with valid images/video evidence of damage, to be eligible for a replacement. Any issues reported after 48 hours will not be accepted.

4.3 Green Soul reserves the right to resolve any return request for in transit damaged part(s) / missing item(s) / wrong item delivered by sending a replacement of the affected part(s) within a stipulated time, free of cost. In case the part is not available, Return and exchange of product with a fresh piece will be initiated.

4.4 Green Soul reserves the right to either process a refund back to the original source account, replace the product, or issue a refund in the form of a voucher that can be redeemed for any product available on the Green Soul Website

4.5 The refurbished products will have visual differences and minor imperfections from the original listed image, warranty Or return does not cover minor imperfections in the product that broadly meet design specifications or imperfections that do not materially alter the Product's functionality and hence will not be eligible for parts replacement.

FAQ

Where do I place a return request?

The return request can be placed directly on the website under support section. While placing the return request it is mandatory to share the return reason along with photo/video evidence.

Till when can I place return request?

The return request can be placed within 10 days of the delivery date of the product as recorded by Green Soul.

Does the product need to repackaged?

The product must be returned in unassembled state and in the original packaging. If the customer can’t un-assemble the product or doesn’t have original packaging, Green Soul may arrange the same at cost. The customer is responsible for the safe return of the item.

Who is responsible for return shipping fees?

The return shipping for any eligible return (mentioned under returns section) will be borne by Green Soul. However, the return shipping fees has to be borne by customer, for any return requested accepted beyond the eligible returns ( as mentioned in 2.1)

What is the return process?

After the return has been authorized, An RMA number and shipping label will be generated and shared with the customer, The customer needs to take printout of the same and affix the label on return shipment box. After the confirmation of re packaging by the customer, Green Soul will arrange for return logistics. In case, pick up at customer destination is not possible, Green Soul may request the customer to ship the item to nearby courier facility.

When will I get the refund?

The refund (full/partial) will be processed once the shipment has been received and inspected at warehouse. Once the refund is processed, It may take upto 10 days for the refund to reflect, depending upon the original payment mode. A damage fees, up to 25 % invoice amount may be levied for return items which are not in proper state.

What is a renewed product?

Every e-commerce business typically receives customer and courier returns. At Green Soul, we have taken an initiative to convert these return products into a renewed product by following a rigorous quality regimen.

What is the duration of initial use of the renewed product?

Typically, the return window for new products is 10 days and hence the products will have maximum usage of 10 days, post which we receive the product in our warehouse and thereafter convert it into renewed product, following the rigorous refurbishment process.

Why should I go for a renewed product?

The renewed products are fully functional products and have the same utility as a new product at a very attractive cost. The product might have some visual signs of usage for a maximum period of 7-10 days, but it will function similarly to a new product. The renewed program also has a net positive impact on sustainability and choosing it over new products, ensures your small but significant contribution towards greener earth.

What is the process Green Soul follows for a renewed product?

Green Soul follows a rigorous process for refurbishing the products. After receiving a returned product, each product undergoes a thorough visual inspection and operational testing to determine its condition. Any non-working parts are replaced with original spare parts. The unit is then cleaned, tested, repackaged, including all the appropriate accessories and documents.

Steps in Brief:

1. Sanitisation of all parts
2. Functionality check of all components and repair/ replacement, if needed.
3. Repackaging and Re-boxing.

Will I receive a properly packed product?

The product will be neatly packed and packaged in a branded Green Soul box with all the accessories, tools and assembly guide, similar to a new product.

Can I return the product if I don’t like it?

Due to the nature of the product (Heavy & Bulky), the high shipping cost associated with it , we do not encourage returns, and hence we request you to carefully go through the product details and features before purchase. In case you have any doubts or queries, you can connect with us through WhatsApp or call at 844844695.

What happens if I receive a defective product?

In case, the product has undergone any transit damage, or any part is not functioning optimally, you can take appropriate image/ video and register your complaint within 48 hours of receiving the product., Our expert CS team, will evaluate the complaint and help you with the best possible resolution as per the policy listed below.