Return Policy

We want you to be happy with your purchase. Because our products are handcrafted, please read this policy carefully so you know what to do if something is not right with your order.

Eligibility for Returns

You may request a return within 24 hours of receiving your order if:

The product is defective or damaged, or
The wrong item was delivered.

This 24-hour window gives you time to check that your order arrived in good condition. We do not offer returns or refunds for change of mind, so please review your order carefully before purchasing.

Items Damaged on Arrival

Our glassware is fragile and handcrafted. If your order arrives broken or damaged, please take clear photographs of the item and its packaging exactly as you received them before doing anything else. These photos let us pursue a claim with the courier for any mishandling, and they are required for us to process your replacement.

How We Resolve Returns

For genuinely defective, damaged, or incorrect items, you do not need to ship the product back to us. Returning fragile or low-value items by courier is costly and impractical, so instead we will ask you to safely dispose of or recycle the item, and we will send you a replacement at no extra cost.

If a replacement is not available, we will issue a refund (see below).

Return Process

To start a return, email us at sales@greenthing.co.ke within 24 hours of delivery with:

Your order number
A description of the issue
Photographs of the item and packaging as received

Refunds

Where a refund applies, it will be processed within 5 business days after we have reviewed your claim, using your original payment method. Depending on your bank or payment provider, it may take additional days for the funds to appear in your account.

Return Shipping

In the rare case that we ask you to physically return an item, return shipping costs are the customer’s responsibility unless the item is defective or incorrect, in which case we cover them.

Contact

For any questions about returns, contact us at sales@greenthing.co.ke or +254 717 274 927.