Refund policy

We know that Greenwich items are an investment worth making. In fact, we are so certain that you will love your purchase, we are exceptionally proud to offer our Lifetime Exchange Warranty on all Greenwich items.

If at any point your Greenwich case becomes faulty, we will exchange it for the same or a similar model, free of charge, no quibbles.

We offer a returns window of 90 days from the day you receive your goods. This is our goodwill returns policy and applies in addition to any statutory rights you may have under applicable consumer law.

To make a return or exchange under our 90-day returns policy, simply contact us via our onsite Live Chat, or email hello@greenwich.design.

Customers may also use our online Withdrawal Form to declare that they wish to withdraw from an eligible online purchase. The form is available from the Withdraw from Contract link in our website footer and does not require a customer account.

Statutory right of withdrawal for EU customers

If you are a consumer in the European Union and purchased from us online, you may have the right to withdraw from an eligible order within 14 days without giving a reason.

For goods, the withdrawal period starts from the day you, or a person nominated by you other than the carrier, receives the goods. If your order is delivered in separate parts, the withdrawal period starts from the day you receive the last item.

To exercise your right of withdrawal, you must tell us clearly that you wish to withdraw from the contract before the withdrawal period expires. You can do this by using our online Withdrawal Form, by emailing us at hello@greenwich.design, or by sending us another clear statement confirming your decision to withdraw.

When you use our online Withdrawal Form, you will be asked to provide your name, email address, order number and, where relevant, the items you wish to withdraw. If you leave the item field blank, we will treat the withdrawal as applying to the whole order.

After you submit the form using the Confirm Withdrawal button, we will send you an email receipt. This will confirm the details submitted and the date and time of submission.

Once you have withdrawn from an eligible order, you must return the goods to us as soon as possible and no later than 14 days after telling us that you wish to withdraw. The deadline is met if you send the goods back before the 14-day period has expired.

If you withdraw from the whole eligible order, we will refund the payments received from you for that order, including the cost of our least expensive standard delivery option where applicable. We do not refund any additional delivery costs if you selected a more expensive delivery method. If you return only part of an order, delivery charges may not be refunded unless required by applicable law.

Refunds will be made using the same payment method used for the original order. We will not charge you a fee for the refund.

We may withhold the refund until we have received the goods back or you have provided a tracking number as evidence that you have sent them back, whichever is earlier.

You are responsible for the direct cost of returning goods to us unless we have agreed to cover those costs, provided a prepaid return label, or the goods are faulty.

You may inspect the goods as you would in a shop, but you may be responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

The statutory right of withdrawal does not apply to goods made to your specifications, bespoke products, customised products, or items that are clearly personalised, unless they are faulty, not as described, or you have other legal rights under applicable consumer law.

This section applies in addition to our 90-day goodwill returns policy and does not affect your statutory rights.

RETURNS AND EXCHANGE FAQS:

Where can I return the product to?

Please return your items to:

Proporta Technologies c/o Greenwich Returns
14 Raleigh Court
Priestley Way
Crawley
RH10 9PD
United Kingdom

Do I have to include anything when I return the product?

Please make a note of your Order Number and whether you would like a refund or exchange in the returns package.

You may include the reason for returning, but this is not required if you are exercising a statutory right of withdrawal.

What is the Greenwich Lifetime Exchange Warranty?

We know our cases are expertly handcrafted from the finest materials, which will age beautifully over time. Therefore, we are able to offer our customers a Lifetime Exchange Warranty.

The Greenwich Lifetime Exchange Warranty is designed to cover manufacturing defects and is only valid for the lifetime of the relevant device or phone the product is designed for. It is non-exchangeable and non-transferable. In the event that the original product is no longer available, a best match alternative product of similar value for the same device or phone will be offered.

The Greenwich Lifetime Exchange Warranty applies to your initial purchase only.

This warranty does not affect your legal rights under applicable consumer law. Advice on these rights may be available from your local consumer advice organisation, Citizens Advice, or Trading Standards.

If your case becomes faulty, simply get in contact with the Greenwich team via hello@greenwich.design.

Can I return my case if used?

You may return your used case within the 90-day period for an exchange or refund, providing that the case is not personalised.

If you are exercising a statutory right of withdrawal, you may inspect the goods as you would in a shop, but you may be responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Can I return a Bespoke case?

By placing a bespoke order, you acknowledge that your case may be made to your specifications and/or clearly personalised. This means you may not be able to cancel, return, refund, or exchange your case under the statutory right of withdrawal or our 90-day goodwill returns policy unless the item is faulty, not as described, or you have other legal rights under applicable consumer law.

You acknowledge that the colours presented on the website are not representative and may not exactly match the final product. You further acknowledge that the features selected can affect the final weight of the product.

Can I return a personalised case?

Unfortunately, we are only able to provide refunds or exchanges on personalised items if the item is faulty, not as described, or where required by applicable consumer law.

If your item is faulty, please send images and details to hello@greenwich.design.

Do I have to pay for posting my return/exchange?

UK returns under our 90-day returns policy are free. Please request a returns label by emailing hello@greenwich.design with your Order Number.

For international returns, customers are normally responsible for the direct cost of return postage unless the item is faulty, we have agreed to cover the cost, or we provide a prepaid return label.

Can I exchange my order for a different item?

You can exchange your case. However, if you have personalised your case, we only accept exchanges if the case is faulty, not as described, or where required by applicable consumer law.

How long will it take to process my refund?

Once the item has been returned to us, we aim to process your refund within 24 hours. However, the time it takes for the funds to enter your account depends on your own bank provider.

Where you exercise a statutory right of withdrawal, we will refund eligible payments as soon as possible and no later than 14 days from the day you tell us that you wish to withdraw. However, we may withhold the refund until we have received the goods back or you have provided evidence that you have sent them back, whichever is earlier.

Model withdrawal form

You do not have to use this model form, but you may use it if you wish to withdraw from an eligible contract.

To:
Greenwich Customer Support
Greenwich QA Department
14 Raleigh Court
Priestley Way
Crawley
RH10 9PD
United Kingdom
hello@greenwich.design

I hereby give notice that I withdraw from my contract of sale for the following goods:

Order number:

Goods to be withdrawn:

Ordered on:

Received on:

Name of customer:

Address of customer:

Signature of customer, only if this form is sent on paper:

Date:

Any additional questions you might have, please do not hesitate to contact us via our onsite Live Chat, or email the Greenwich team at hello@greenwich.design.