Returns, Refunds, Cancellations & Replacements
Short version: cancel free any time before it ships, 30 days to return after delivery, we pay the return shipping, and there is no restocking fee of any kind. Every refund is 100% of what you paid and goes back to the card you paid with. The same terms apply in Canada, the United States and the United Kingdom, including the free return pickup.
Every timeframe on one line
Cancellation policy
Before your order ships: cancel any time for a 100% refund of everything you've paid — no questions asked, no cancellation fee, no restocking charge. This applies through every stage: after checkout, after your order is confirmed, and while your chair is in production. Open a ticket with your order number; we confirm the cancellation in writing and issue the refund within 2 business days.
Once your order has shipped it can no longer be cancelled — it becomes a return instead, under the 30-day policy below.
If we cancel: in the rare case we cannot fulfil an order, we tell you as soon as we know and refund you in full — you are never left waiting. If production runs more than 3 weeks past your estimated delivery window, you may cancel for a full refund even though the chair is already under way.
Replacement policy
Damaged in transit: note the damage with the driver at delivery and send us photos within 48 hours. Approved claims are put right free, within 2 business days — depending on the damage that means a replacement part or a replacement chair, finished in the same colour you ordered.
Missing or faulty pieces: report within 30 days of delivery with your order number and a photo. Replacements ship free on the same 2-business-day timeline. If a replacement cannot resolve it, we replace the whole chair or refund you in full — your choice.
Under warranty: after the first 30 days, our warranty covers manufacturing defects in the material, the joinery and the stainless steel hardware. Warranty replacements also ship free; see the Warranty for exactly what is covered — 20 years in a home, 5 years in commercial use.
Replacements never restart or extend your original coverage period, and you are never charged shipping on a replacement we have approved.
After delivery — 30-day returns
You have 30 days from the day your chair arrives to send it back for a full refund — including if you simply changed your mind. Contact support first and we book the pickup from your address. We pay the return shipping, and there is no restocking fee, handling fee or admin fee. The refund is the full amount you paid.
Your chair is built and finished to order in your colour, so a return genuinely costs us something. We would still rather absorb that than have you stuck with a chair you do not want, or argue with you over a percentage. If we have losses, we have losses — that is our side of the deal, not yours.
What we ask: the chair should be in the condition it arrived in, and if you still have the carton, please use it — it makes the pickup easier. If the carton is gone we will send packaging. Normal marks from a few days of use are fine and will not affect your refund.
Assembled it already? That is fine and does not affect anything. Take it apart if it is easy; if not, tell us and we will arrange the right pickup.
Restocking policy
There is no restocking fee. Not on a cancellation, not on a change-of-mind return, not on a damaged, faulty or incorrect order. There are no handling charges, no admin charges, no processing charges and no deductions of any kind from your refund.
We are saying it this plainly because "restocking fee" is where most furniture returns turn into an argument, and we would rather not have that conversation with you at all. If you ever see a deduction on a Greens.ly refund, it is a mistake — tell us and we will put it back.
Damaged or missing parts
Unpack the chair while the driver is still there if you can. Note any visible damage with the driver at delivery and report it to us within 48 hours with photos. Missing or damaged pieces are replaced free — most claims are resolved with a single conversation, without sending the whole chair back.
How refunds are paid
Refunds go back to your original payment method — the card you paid with. We issue them within 2 business days of approval, and most banks show them within 5–10 business days. We confirm every refund by email.
Payments and refunds are made by Greensly Ltd, the merchant of record for your order.
Greens.ly is a trading name of Greensly Ltd, the company that sells, charges for and stands behind every order. Enquiries: ….
Warranty claims
Separate from returns: our warranty covers manufacturing defects in the material, the joinery and the stainless steel hardware for 20 years in a home and 5 years in commercial use. Open a ticket with your order number and a photo — approved replacements ship free.
Start a return or cancellation
open a ticket or email … with your order number. We respond within 1 business day.