Refund policy
Returns and Refunds
Your right to cancel
You have the right to cancel your order within 14 days of receiving the goods, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If your order arrives in more than one parcel, the 14 days runs from the day you receive the last item.
To cancel, email info@propergreen.com with your order number, or use the cancellation form at the end of this policy. You don't have to use the form — any clear statement that you're cancelling is enough.
Once you've told us, you have a further 14 days to send the goods back.
Your refund
We refund everything you paid, including the basic delivery cost, by the same payment method you used. We don't charge any fees for cancelling.
If you chose express delivery, we refund the standard delivery cost only.
We refund within 14 days of either receiving the goods back or you sending us proof of postage, whichever comes first.
Return postage
You pay the cost of returning the goods unless the item is faulty or not as described, in which case we cover it.
Condition of returned goods
You're entitled to examine goods as you would in a shop. If an item's value is reduced because it's been handled more than necessary to check it, we may deduct that reduction from your refund.
Items excluded from the right to cancel
- Perishables — teas, chocolate, sugared almonds, jellies, dog treats and other food
- Personalised or made-to-order goods — engraved cheese boards, personalised dish brush sets
- Sealed hygiene items once opened — safety razors, dermaplaning tools, toothbrushes, soaps and skincare where the seal is broken
Your rights if these arrive faulty are unaffected.
Faulty or damaged goods
Under the Consumer Rights Act 2015, if an item is faulty, not as described, or not fit for purpose, you have a short-term right to reject it and receive a full refund within 30 days of receiving the goods.
After 30 days, you're entitled to ask us for a repair or replacement. If a repair or replacement isn't possible, or doesn't fix the problem, you can claim a refund. Within the first six months, any refund will be for the full amount; after six months, we may make a reasonable deduction to reflect the use you've had.
Please email photographs of the item and packaging to info@propergreen.com as soon as you can. Early notice helps us resolve things faster, but it doesn't limit your legal rights.
We pay return postage on faulty items.
Delivery
We deliver within 30 days unless we've agreed otherwise with you. If we don't, you may cancel and receive a full refund.
How to return something
- Email info@propergreen.com with your order number
- We'll confirm and give you the correct return address for that item
- Send it back with proof of postage — we recommend a tracked service
- We refund to your original payment method
Please contact us before returning anything. Our items come from different makers and go back to different addresses.
Model cancellation form
Complete and return this form only if you wish to cancel the contract.
To: ProperGreen, info@propergreen.com
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Signature (only if this form is notified on paper):
Date:
None of the above affects your statutory rights.
Contact: info@propergreen.com