25th June 2019

Delivery & Returns

Delivery & Returns

At Greestone, we aim to provide an effective delivery service using a number of delivery options available to our customers which can be found and determined within the online ordering process.

DPD Trade

For our standard delivery service, we use DPD Trade delivery which is a next working day service from despatch date. Please note that elivery may take longer than stated if circumstances beyond our control disrupt postal services.

Please note that your order must be placed before 3pm to be despatched on the same day.

Extended delivery times of 2 days apply for a small number of UK postcodes for items posted on our inland services. This effects the following postcodes:
Scottish Highlands – AB32-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50
Scottish Islands – HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
NB: This is not an exhaustive list. Please contact sales@greestone.co.uk for more information.

Please be aware we are unable to refund the next day service if you experience a delay.

Delivery Charges

Orders over £150 will receive free delivery. A delivery charge of £8.95 will be charged for orders under £150. Next day delivery can be requested at a charge of £8.95

Our Delivery Policy

Delivery

All goods quoted for delivery shall be delivered to the address instructed by the customer. The cost of goods delivered will be charged to the customer as defined in the details of delivery charges on the website. Although guidelines have been provided, specific times and dates for delivery cannot be guaranteed. The company shall not be liable for any loss whatsoever caused by non-delivery or delay in delivery. Greestone require a 14 working days waiting period before being able to trace, replace or refund lost items.

 

 

Dispatching your goods

Greestone’s working hours are 9.00am – 5.30pm Monday to Thursday and 9.00am – 4pm on Fridays. Our sales team will be happy to deal with any queries you might have during these times. Any orders placed before 3pm Monday – Friday will be despatched immediately, providing that all goods are in stock and all details are correct (including any delivery, invoice and payment details).

All orders placed after 3pm Monday – Thursday will be automatically despatched the following working day. For any order placed after 3pm on Friday, or over the weekend period, goods will be despatched on the following Monday morning.

Returns

Where goods have been delivered to The Customer in accordance with an order placed by them, but are subsequently not required, The Customer is required to restore them to The Company at The Customer’s cost and to take reasonable care of those goods in the meantime.

All items being returned by The Customer must be received by The Company in their original condition, without damage or soiling, or modification and in their original packaging. The goods must be returned within 30 days of The Customer receiving the item. If these conditions are met, The Company will issue a full refund for the goods, or exchange items where required as indicated by The Customer. To prevent a delay in processing a return, The Customer must complete and enclose the returns form found at the bottom of The Customer’s delivery note. Your returns request will be rejected if the item is soiled or damaged.

The Company will reimburse the postage costs of returning an item if the return is as a result of our error, or as a result of a genuine fault with an item, unless The Customer fails to notify The Company prior to posting the item. Instructions in these instances should be sought form the sales office before The Customer posts the item. In the case of faulty goods, faults can only be determined upon The Company’s receipt of your item and at the discretion of The Company. If any modification by the customer has been made to the product, it voids any warranty the product may have. The Company cannot be made responsible for the loss of your items when returning them to us, however we do request that you return items via 1st class recorded post, to help you to track and trace the whereabouts of your parcel and cover yourself for any loss should it occur.

Returning an Item:
The Company will only accept returns for products that are faulty – and all returns must be preauthorised prior to being returned. Contact sales@greestone.co.uk to request a return authorisation and return reference number, please be advised we cannot refund your postage costs.

Where possible, please send items back to us using the packaging provided with your order. Please ensure this is taped securely and send to:

Returns Department
Greestone
6 Exchange Close
Exchange Road
Lincoln
LN6 3TR

When will I receive my Refund or Exchange?
When we receive a returned item, our returns department will first ensure that it meets the conditions set out in our returns policy. Once this is checked we will process your request and refund/credit the return.

Refunds will be completed as soon as possible, and these usually clear within 7 days of us receiving your returned goods. Refunds are also issued according to the way you originally purchased your items and only processed after we receive your goods and the relevant checks have been made. Therefore, a guaranteed time scale for refunds or exchanges cannot be specified.

Special Items
Certain items cannot be accepted back unless faulty; items such as Athletic supporters (jock straps), opened mouthguards, gels and liquids, moulded insoles, sterile products if opened and any others specified on the site or on any documentation, if in doubt then please speak to the office before opening or using.

Returns Policy

The Company = Firstaid4sport Limited Trading as Greestone
The Customer = The corporate entity, firm or person ordering the goods from the Company

Where goods have been delivered to The Customer in accordance with an order placed by them, but are subsequently not required, The Customer is required to restore them to The Company at The Customer’s cost and to take reasonable care of those goods in the meantime.

All items being returned by The Customer must be received by The Company in their original condition, without damage or soiling, and in their original packaging. The goods must be returned within 30 days of The Customer receiving the item. If these conditions are met, The Company will issue a full refund for the goods, or exchange items where required as indicated by The Customer. To prevent a delay in processing a return, The Customer must complete and enclose the returns form found at the bottom of The Customer’s delivery note. Your returns request will be rejected if the item is soiled or damaged.

The Company will reimburse the postage costs of returning an item if the return is as a result of our error, or as a result of a genuine fault with an item, unless The Customer fails to notify The Company prior to posting the item. Instructions in these instances should be sought form the sales office before The Customer posts the item. In the case of faulty goods, faults can only be determined upon The Company’s receipt of your item and at the discretion of The Company. The Company cannot be made responsible for the loss of your items when returning them to us, however we do request that you return items via 1st class recorded post, to help you to track and trace the whereabouts of your parcel and cover yourself for any loss should it occur.

Frequently Asked Questions

Can I return my item?

Greestone offer a 30 day refund or exchange policy on all items purchased, providing they meet the conditions set out in our returns policy.

 

Do I have to pay for posting the item back to you?

Yes, if the item is unsuitable you are required to cover the cost of posting the item back to us. If, however, the item was received in error or if it is faulty we will cover the cost of returning it to us. If you are returning an item with a genuine fault please contact the office first with details of the fault and request instructions for returning it to us at our cost. If a faulty item is returned to us without prior notification, please be advised we cannot refund your postage costs.

 

How do I return an item?

The Despatch Note we sent with your order also doubles up as a returns form. At the bottom of your Despatch Note you will see instructions on how to return your item, where to send it and the information we need from you. All you need to do is tell us why you are returning your item and what you would like us to do next (exchange, refund or other). For exchanges, please state the size and product code of the item you require to enable us to deal with your request.

Where possible, please send items back to us using the packaging provided with your order. Please ensure this is taped securely and send via first class recorded delivery to:

Returns Department

Greestone
6 Exchange Close
Exchange Road
Lincoln
LN6 3TR

When will I receive my Refund or Exchange?

When we receive a returned item, our returns department will first ensure that it meets the conditions set out in our returns policy. Once this is checked we will process your request as stated on the returns form you filled in when sending back your item. Exchanges will be processed and dispatched automatically within 5 working days of receiving the item, unless there are any unforeseen problems with your returned item, which may include the condition of the goods, incomplete return information provided, or if the items you require are out of stock.

Refunds will be completed as soon as possible, and these usually clear within 7 days of us receiving your returned goods. Refunds are also issued according to the way you originally purchased your items and only processed after we receive your goods and the relevant checks have been made. Therefore, a guaranteed time scale for refunds or exchanges cannot be specified.