Q: How to apply for a return and refund?
A: Please contact customer service with your order number and reasons for the return. Include photos of the product you wish to return in your email. We will review the photos before processing your request. If the product quality is not an issue but the item is stained or damaged, a full refund may not be granted. If the issue is due to product quality, you will receive a full refund. For any confusion, please contact us.
A full refund means the total amount paid for the order will be refunded, excluding any bank or handling charges incurred after the order amount is returned.
Q: How many days can I return the product?
A: You can return the product within 90 days from the date you received your package. Returns will not be accepted after this period. For any confusion, please contact us.
Applicable circumstances for return:
- The product must be new, unused, and in original condition.
- The reason for the return must not be due to man-made damage.
- All original hangtags, packaging, and components must be included.
- A proof of purchase (order confirmation email or order number) must accompany the return.
Q: Who will be responsible for the return shipping cost?
A: If the product has quality issues, Green Stove will cover the return shipping cost. For personal reasons, the purchaser is responsible for the return shipping costs. We do not provide prepaid return labels. For any confusion, please contact us.
Q: If I have used the products, can I get a full refund?
A: If there are quality issues, please provide photos, and we will issue a full refund. If the issue is not related to product quality, a refund cannot be offered. For any confusion, please contact us.
Q: What is the limited period for returning or exchanging unused products?
A: For unused products, returns and full refunds are supported within 3 months from the order date. Returns will not be accepted after this period. For any confusion, please contact us.
Applicable circumstances for return:
- The product must be new, unused, and in original condition.
- The reason for the return must not be due to man-made damage.
- All original hangtags, packaging, and components must be included.
- A proof of purchase (order confirmation email or order number) must accompany the return.
Q: Do I need to return products when requesting a refund?
A: Yes, please ship the product back to our warehouse. Contact us for the latest warehouse address. For any confusion, please contact us.
Q: If the seller has sent the package out, can I apply for a refund?
A: No. Please submit refund requests before the package is shipped from our warehouse. We will do our best to halt the preparation and shipping of your package upon receiving your refund request. For any confusion, please contact us.
Q: How long will it take to process my refund?
A: Refunds will be processed within 24-72 hours. After that, you will need to wait for your bank to process the refund. For any confusion, please contact us.
Q: How long will it take to receive my refund?
A: You can expect to receive your refund within 1-15 days, depending on your bank’s processing time after we complete the refund in our system. For any confusion, please contact us.
Refund Process:
- The customer sends a refund request to Green Stove, and we communicate regarding the refund issues (generally within 1-2 days).
- Green Stove confirms the refund amount and submits it to the finance team (generally within 1-2 hours).
- We initiate the refund and send a refund instruction from our system (generally within 12-24 hours).
- The refund is completed, and the customer waits for the bank to process the refund (generally within 1-7 days).
- The refund is finalized.
Q: Where will my refund be returned?
A: The refund will be returned to your PayPal account or credit card, based on the original payment method. For any confusion, please contact us.
Q: If I have questions about my return or refund, how can I get help?
A: Please contact us via email. We will respond within 24-72 hours. For any confusion, please contact us.
Q: Can I receive after-sales help if the products were not purchased from the Green Stove official website?
A: Green Stove only sells products on our official website and a few on Amazon. We do not have distributors and do not sell on other platforms. If your purchase was not made through our official website or Amazon, it may be a counterfeit product, and we cannot provide after-sales service or refunds for such items. Please contact the seller of your product for assistance.
