If you change your mind about an off the shelf, non-customised item, we offer a very simple no quibble returns policy.
Follow these simple guidelines to make sure your return will be accepted when it is received back to us:
- Contact us within 14 days of receiving your order and then return to us within 30 days of this.
- Please print out and complete the relevant returns form and put this in your returns parcel to enable us to process the return as quickly and efficiently as possible for you.
- Please note we only exchange the product for an alternative size in the same product dependant on stock availability.
- All items must be returned to us in a perfect condition and will be inspected once we have received this as we would love to sell the product again.
- All items must have intact packaging, including relevant swing tags, labelling, branding and any accompanying marketing material specific to the item.
- The item must not be visibly worn, damaged, marked in anyway with pen or grease, washed, smells of smoke, aftershave, perfume, deodorant or washing powder, or is any condition that we deem the item unsaleable.
- Occasionally we may offer free items with your purchase. If you are returning your item for a refund any free item(s) must also be returned at the same time.
- The customer is responsible for the returning the item to us, please make sure you take adequate steps to ensure the security of the contents during transit back, we cannot be held responsible for exchange or refund if reasonable steps are not taken.
We are sorry but no postage costs will be refunded unless an item is faulty.
Simply print out a returns form below, fill it out and post the item back to us with RETURNS and your order number clearly labelled on the outside of the packaging, e.g. 'RETURNS #TI999999'
INEOS Grenadiers Store c/o Green Snow Ltd
Mortimer’s Industrial Estate
UK RETURNS AND EXCHANGES
When you return an item you have an option of a refund or an exchange. Refunds will be to the original payment method only for example, credit card or PayPal account and this can take up to 5 working days depending on your bank. For an exchange, we will only be able to complete this when the same item originally bought is required but in an alternative size. Please note, we can only exchange an item if it is in stock at point of process return, otherwise a refund will be given.
Please note, it is important that you label the parcel as a 'return to original sender’ as this will ensure there are no custom duties to pay, if this is not marked properly the parcel will be returned to you to be resent correctly.
We do not offer exchanges to international customers, if you wish to change an item, you will have to return the item(s) back to us for a refund and place a new order.
Refunds will be to the original payment method only for example, credit card or PayPal account and this can take up to 5 working days depending on your bank.
INTERNATIONAL RETURN FORM
If you believe your order to be faulty you may be entitled to a replacement or full refund providing that:
- You contact us within 7 days of receiving your order.
- If requested, an image is sent of the fault or the item is returned to us (initially at your cost) within 30 days of receiving your request to return the faulty item.
- Return postage costs will be reimbursed to the equivalent Royal Mail 2nd class charges, however orders over £100 we would also recommend a tracked service.
- If we can confirm that there was a fault present when we originally despatched the order you will be entitled to whichever we see fit, either a replacement or full refund, including postage charges via your original payment method.
If you change your mind once you have placed an order and have not yet received your goods you may be able to cancel your order. We need written confirmation of cancellation from you, so you’ll need to contact us quoting your order number as soon as possible. If you have already received your order or if your order has already been dispatched, you will need to return all the items in the order.
If you are a UK customer and wish to exchange one item in a bundle for an alternative size, we can certainly do this for you.
If you are an international customer or a UK customer who requires a refund on a bundle product, you would need to return the COMPLETE BUNDLE to us for a refund. All items in the bundle will need to be returned to us.