Greentoe Return Policy
Greentoe has standardized our returns policy across all of our retailers. The below policy outlines qualifications and instructions for facilitating a return or exchange. You must contact Greentoe at firstname.lastname@example.org to obtain an RA# and instructions for return.
Photography: 30-day from Date Shipped
Optics: 30-day return from Date Shipped
Music Instruments: 14-day return from Date Shipped
Televisions & Home Theater: 30-day return from Date Shipped
Appliances: 30-day return from Date Shipped
Pro-Audio: 30-day return from Date Shipped
NOTE: All timeframes are based on SHIPPED DATE of the item. If the policy of the retailer that has accepted your offer is more generous than the policy outlined here, you will get that retailer's return policy instead.
Return Instructions: Photography, Optics, Pro Audio & Music Instruments
You must contact Greentoe at email@example.com to obtain an RA# and instructions for return. Returns must be unopened, brand new, in original undamaged packaging with all accessories, paperwork, warranty cards, and UPC#'s intact on the box. Items returned not in above condition may be subject to a restocking fee up to 15%. NOTE: restocking fees do not apply to items returned with a damage claim as long as the damage is verified by retailer upon return.
Return Instructions: Televisions, Home Theater & Appliances
Contact Greentoe for returns of factory-sealed or open like-new merchandise within 30 days of the shipped date . The original manufacturer’s packaging is required for a refund. .
Physical damage (e.g. cracked tv screen) must be reported to Greentoe within 2 days of receiving the shipment, we will then arrange for the carriers to inspect the item and if an exchange is necessary at that point, we will arrange for that. If the outer box is visibly damaged upon delivery please refuse the delivery and contact Greentoe immediately. Physical damage must be reported to us prior to installation, for tv's this includes attaching the tv stand and/or hanging the tv on the wall. Orders with physical damage that are not reported within 2 days of receiving the item may be subject to a restocking fee.
If your item does not seem to function properly and is within the 30 day return window, please contact the retailer for support. They are experts and can assist you. If they can't resolve it, they can arrange for a local service center to assess the issue. If the technician is unable to resolve the issue, they will arrange to have the item replaced free of charge. Non physical issues are defined as anything that is covered by the manufacturer warranty. Any issues with the item after the return period would be covered by the manufacturer warranty.
If you are returning the item because you changed your mind, and not because of physical damage or issues that are covered under the warranty, you will be responsible for return shipping and any associated fees (i.e. restocking up to 20%).
IMPORTANT: Please make sure you hold onto the shipping box and all material that comes with the item when it is delivered for the entire return period. This way if there is an issue that requires returning the item you can easily ship it back.
If your item arrived damaged, missing parts, or incorrect, please contact Greentoe within two days to facilitate a speedy return. In this case, you will not be charged for return shipping.
If you use the item, open the box, change your mind or discover that an item does not meet your needs for any reason (i.e. Size is to big/small, etc..) you will be required to pay return shipping and any associated processing fees.
- Special Order Items
- Photography gear priced over $6,000 (calculated as total bundle sale amount if buying a specially price bundle or price of single item if only buying one item. )
- Canon Cine Cameras and Cine Lenses
- Austin Air Air Purifiers – if the purifier arrives damaged, you must report the issue within 5 business days by emailing firstname.lastname@example.org with photos of the damaged unit, your order # and a photo of the serial number of the unit. We allow for replacements only for damaged units. We will arrange for a free pickup and send a new unit out once the damaged unit is received.
- Drones (e.g. DJI brand items, etc..)
- TV's with "Panel Pinch" caused by improper handling of the tv. See instructions: here on how to safely handle the tv
1. How many days do I have to make a return?
You have 30 days from the date that your order is shipped in order to make a return, with the exception of music instruments. If your order arrives damaged, missing parts, or incorrect, contact Greentoe within two days to ensure an expedited process.
NOTE: That the item must be postmarked by day 30 in order to be considered within the return window. Please take this into consideration when requesting the return.
Backorder Items: The return period on any item that is backordered when it is accepted will be based on the shipping date of the item. Not the accepted date.
2. Who do I contact to make a return?
Email email@example.com to facilitate a return, and we will work with the retailer to get you an Return Authorization.
3. Who pays the return shipping?
If an item arrives damaged, incorrect, missing parts, or otherwise compromised upon receipt, the retailer will send you an RA number and pre-paid label with instructions on how to return. If you decide you want a different item, change your mind, or the error is no fault of the retailer, return shipping is the responsibility of the customer. The shipping may be deducted from your return amount.
4. What do I include with my return?
All packaging, literature, accessories, or anything else that came in the box with your order.
5. Is there a restocking fee?
Some returns may be subject to a restocking fee if they are opened or used before returning. If you have not opened the item and have simply changed your mind, there is no restocking fee. Also, restocking fees do not apply to items returned with a damaged/missing claim. Most restocking fees are 10-15% depending on the retailers assessment of the returned item.
Please note that in some cases, the cost of shipping the original item to you may be deducted from the refund amount.
6. When do I get my refund?
Refunds are sent after the returned item has been received by the retailer and assessed, less any possible restocking fees (if they apply) within a reasonable window of time. Most refunds are sent within a day or two of receipt. Please allow 5-10 business days for your bank to process refunds if applied to your CC. Paypal refunds are usually instant or within a day.