Refund Policy
Refund Policy
At GreenlyHouse, customer satisfaction and product quality are at the heart of our priorities. We have developed a clear and fair return policy to guarantee your peace of mind when making a purchase.
1. Quality Guarantee
We are confident in the quality of our greenhouses. Every product is carefully inspected before shipping to ensure your complete satisfaction.
2. Return of Defective or Damaged Items
If your greenhouse has a manufacturing defect or is damaged upon receipt:
You have 14 calendar days from the date of delivery to report the issue.
The product must be returned in its original condition, with all accessories and documentation included.
We commit to providing an exchange or full refund, according to your preference.
Return procedure:
Contact our customer service at contact@greenlyhouse.com, providing your order number and the nature of the issue.
Carefully package the product in its original packaging if possible.
Include a copy of your invoice and the RMA number inside the parcel.
Send the parcel to the address provided by our customer service team.
3. Order Cancellation
Due to the customised nature of certain greenhouse components:
Order cancellations must be made within 10 minutes of payment.
After this period, the order enters production and can no longer be cancelled or refunded, except in the case of a defect identified upon receipt.
4. Warranty
We guarantee the robustness and durability of our greenhouses against extreme weather conditions.
Our greenhouses are designed to withstand harsh weather, but in the event of damage caused by exceptional conditions such as violent storms or significant hail, we offer an adapted warranty:
Steel structure: 5-year warranty against rust and other structural damage.
Polycarbonate panels: 10-year warranty against cracks, wear, and loss of performance.
Important: The warranty applies only to greenhouses that have been correctly installed and secured in the ground, in accordance with our recommendations. Without proof of compliant installation, no assistance, replacement, or refund can be granted.
In the event of damage caused by exceptional weather:
Take detailed photographs of the damage.
Send them to contact@greenlyhouse.com with a precise description of the incident.
Our technical team will assess the situation and, depending on the severity of the damage, we commit to:
Sending you the necessary replacement parts free of charge (structure or polycarbonate panels). Shipping fees may apply.
If the damage is deemed too significant, we will proceed with the full replacement of your greenhouse, subject to the validity of the warranty.
Important: Automatic roof windows must be manually closed in the event of storms, strong winds, or exceptional weather conditions. Their mechanism is designed for normal use and is not intended to withstand extreme gusts. Damage caused by failure to follow this instruction is not covered by the warranty.
5. Refund Process
After receipt and inspection of your return:
We will send you an email confirming receipt and the status of your request.
If approved, the refund will be processed within 5 business days.
The credit will be automatically applied to your credit card or original payment method.
The time for the refund to appear may vary depending on your bank (typically 5-10 business days).
6. Dedicated Customer Support
Our customer service team is available for any questions or assistance:
Email: contact@greenlyhouse.com
Phone FR: +33 1 89 62 38 72
Phone BE: +32 460 22 86 01
Hours: Monday to Friday, 10am - 5pm | Saturday, 12pm - 4pm
7. Special Cases
We understand that every situation is unique. In exceptional circumstances, we reserve the right to evaluate and adjust our policy on a case-by-case basis, always with the aim of guaranteeing customer satisfaction.
At GreenlyHouse, we are committed to providing high-quality products and exceptional customer service. Your trust is our greatest reward, and we strive to earn it every single day.