Frequently Asked Questions

Refurbished means a product has gone through a thorough process to ensure it functions properly. All products are checked thoroughly and are checked again before dispatch.

The items ordered will not be shipped in the original box (unless stated otherwise). The original boxes won't be available to request. They'll be shipped in the securely repackaged box. 

Rarely, if we have specifically stated that the original box is included in the description, then the original box will be shipped with the order.

Our own in-house limited hardware warranty (RTB) which comes with each product, is individually stated on the individual product listing (this includes the AC charger which ships with our orders, where applicable).

The limited hardware warranty does not include software support, nor does it cover you against any accidental damage; nor theft, or if you have lost your device. The consumable parts (battery and the charger of a device) will have a 30-days RTB warranty with us only.

For warranty terms (including exclusion), visit our warranty page.

You can search on our website to see if there is another laptop available similar to the one you were looking for. If you would like advice, you can contact us through our live chat (or email contact@greengreenstore.co.uk). Sometimes, we might be able to source more, with some lead time. If we're out of hours, we'll get back to you as soon as possible.

A product of the same model may have a separate listing to another product of the same model. This can happen for several reasons, including but not limited to: the condition of each product is different; the technical specification of each product is different. 

VAT could be could be confusing enough! Most people will not have heard of the VAT Margin Scheme, and will only be aware of the more common form of VAT - Standard VAT. Hopefully the explanation beneath clears things up for you.

What is standard VAT? Goods sold on this includes the 20% VAT & if you’re a VAT registered business you may be able to claim this back. 
What is the VAT Margin Scheme? This is frequently used for second hand goods / refurbished products - where the price you see includes the VAT, but the VAT cannot be claimed back, nor displayed separately on the invoice. 

How does the VAT Margin Scheme affect you? If you’re a consumer, then it doesn’t affect you at all! The price you see is the price you pay. If you're a VAT registered businesses (or other such organisation that could normally claim back the VAT on eligible purchases), then you will not be able to claim back the VAT on the goods sold on the VAT margin scheme.

You might sometimes find it more economical to buy the same product on the Standard VAT scheme.We recognise that businesses (B2B), and household consumers (B2C) often need different products. As a result, we’re gradually stocking more business focused laptops on the Standard VAT scheme, whilst keeping the VAT margin scheme range for the consumers. 

We currently offer SSD, RAM and WIndows 11 upgrades where available. To upgrade, simply select which upgrades you'd like in the drop down menus. Selecting nothing means you'll get the unit as listed in the description. Do note upgrades can delay shipping by 1 to 2 business days.

Some units are not compatible with all the upgrades that we offer.

When a laptop meets the hardware requirement for Windows 11, we're now offering the checkout option to select it with Windows 11. Windows 10 is still the popular option that we frequently see customers use.

How they work:

We now offer a range of additional software including Microsoft Office 365 & Norton Anti-virus .

Most of these will be physical boxed product; however, some may be digitally delivered products (as stated on the description).

1. You will need an internet connection, to install & activate these product yourself.
   
2. Backing up the activation & licenses details, is the responsbility of the buyer (we're not able to help you recover it, please back it up).
   
3. The subscription based software that we provide (e.g. Microsoft Office Personal 1 Year / Norton 1 Year, etc), will expire after their fixed included duration runs out, unless you renewal it at your cost.
   
4. We can offer basic software tips if needed. However, we do not offer any software training, nor technical software troubleshooting. These should be directed to the owner of the software (e.g. contact Microsoft for Microsoft Office related technical queries).
   
5. Boxed software will have an activation key inside the box. These will typically arrive with your device (they may alternatively, arrive separately, within 1-3 business days of the purchase).
   
6. Digitally delivered products, will be sent via email after purchase within 1-3 business days of your purchase (these are non-refundable). Your order email will be used by default, if you'd wish to use a different email to deliver the software, do contact us within 4 hours of checkout on contact@greengreenstore.co.uk.

We use fully insured courier services, it would typically be DPD for your peace of mind.

You will not be able to choose the options of leave at a safe place or with a neighbour, due to the value of the goods sold. You may be able to collect your order from a DPD parcel shop if are unable to be in for your delivery, you will need ID to collect your order. DPD may occasionally deliver your order to a parcel shop if you are not in, rather than retry delivery.

Yes! If you want to order a laptop for someone else and you don’t want them to know the price, we can withhold the invoice. The invoice can be sent by email as an attachment to your email address.

How to request this service?

Just let us know the request (by email), before placing the order so it could be processed correctly. We're here to assist with a best effort-basis service at no additional cost 👍. Unless otherwise stated, we expect for the purchaser with us to stay as the point of contact with us (for any queries), rather than the end-user. We would expect for the end-user to generally be aware of the condition/spec of the order (so the expectation is reasonably managed, in terms of what they'll receive). 

If you are visiting from outside of the United Kingdom, we may be able to deliver to you through our eBay Store through the Global Shipping Program on eBay (GSP)*.

You can find our eBay store here: https://www.ebay.co.uk/str/greengreenstore

*the list of countries which the Global Shipping Programme on eBay delivers to, is managed by eBay (not managed by us); as result, if they do not currently ship to your country, we will not be able to ship there.

We will cancel any order to a 3rd party shipping centre / PO Boxes / or reshipping centre unless we have agreed to sending to the agreed address before the order. This is because these service tends to increase the shipping damage.

Customers with a non-standard UK address, for example Armed Forces, should contact us in advance of purchasing, as there may be a surcharge or alternative method/steps of postage required.

You can either pay by PayPal, Card, or use Klarna. With PayPal you can either pay by signing into your own PayPal account, or you can choose to pay by debit or credit card. AmazonPay, ShopPay, and PayPal allow for easy payment from Visa, MasterCard, Maestro and American Express cards. Klarna gives you the option to either pay 30 days later or 'slice it in 3' (limited to purchases under £1000). Eligibility for Klarna is determined entirely by Klarna. 

Your debit/credit card company may have declined authorisation to debit your card due to one of the following reasons.

- There may be a credit limit on your account
- The incorrect card type, number or expiry date was accidentally selected when placing the order
- You may have incorrectly entered your billing address. Your billing address is the registered address that your credit card company holds. Please ensure that your billing address is correct at the time of placing your order.

For more information on declined payments, check out our payments FAQ where we go into more detail.

VAT could be could be confusing enough! Most people will not have heard of the VAT Margin Scheme, and will only be aware of the more common form of VAT - Standard VAT. Hopefully the explanation beneath clears things up for you.

What is standard VAT? Goods sold on this includes the 20% VAT & if you’re a VAT registered business you may be able to claim this back. 
What is the VAT Margin Scheme? This is frequently used for second hand goods / refurbished products - where the price you see includes the VAT, but the VAT cannot be claimed back, nor displayed separately on the invoice. 

How does the VAT Margin Scheme affect you? If you’re a consumer, then it doesn’t affect you at all! The price you see is the price you pay. If you're a VAT registered businesses (or other such organisation that could normally claim back the VAT on eligible purchases), then you will not be able to claim back the VAT on the goods sold on the VAT margin scheme.

You might sometimes find it more economical to buy the same product on the Standard VAT scheme.We recognise that businesses (B2B), and household consumers (B2C) often need different products. As a result, we’re gradually stocking more business focused laptops on the Standard VAT scheme, whilst keeping the VAT margin scheme range for the consumers. 

The products that we sell have been thoroughly tested, before they're listed on our store. However, as with all electronic items, it may rarely need servicing. Following a remote diagnostics check, our technicians may suggest the device needs a servicing. If so, we may need the unit to back with us for servicing.

Our technicians will be here to assist you with the hardware related queries (e.g. my laptop doesn't switch on). Software package support should be directed at your software vendor (e.g. Solidworks, Excel, etc), who will have a better overview. Our technicians may be able to assist with some basic software queries; and if they find the queries needs to be addressed by the software vendors, they may signpost (that way you'll receive more specific support).

We are unable to offer any data backup / restore / recovery service. Additionally, we may need to data wipe the computer, as a part of the repair. As a good practice, we advise our customers to regularly back up their data.

The repair time estimate is 7-14 business days (excluding the transit time), unless otherwise stated.

Repair & Refund Explained:

Within the first 30 days of the delivery: 1) repair; 2) replace (best effort basis); or 3) refund options are available (we'll offer pre-paid collection).
After the initial 30 days of the delivery: a refund will only be arranged if neither repair nor replacement are possible.
After the initial 30 days of the delivery: the onus of the postage cost is with the buyer (for repairs).
After the first 6 month of the delivery: the repair/replacement will be quoted options only. Any associated postage cost will be chargeable.

We offer a 30 days No QuibbleReturn (pre-paid) within the UK. This is exclusive to orders placed directly on our website; it includes if the reason of return is:

I've had a change of mind / I didn't like it.

The item was not as described / does not function (upon the delivery).

The item was damaged in transit by the courier service.

We pride ourselves on the quality of the products which we sell & check them thoroughly before they are made available online, which is why our return rate is very low. That said, we understand that sometimes a product may not match your needs. Simply reach out to our team at the contact us page to enquire more.

We provide a 30 days no quibble return (pre-paid), for peace of mind.

We requires for the item to be returned in the same as sold condition (including all accessories/boxes, etc which we've provided).

Our pre-paid collection service is insured, provided that the item is well packaged (need advice on packaging? simply reach us via the contact us page).

We will promptly refund, once the item gets back to us safely.

To query more about getting this started, reach us via our contact us page.

Our customer may also return their orders, using a courier of their own choosing.

To be clear: where the return courier service is not paid directly for by us, then the customer is solely responsible for their item reaching us safely (this is because we can only refund, once the item safely reaches us).

Where the customer has directly paid for their return courier services themselves: then we're not able to refund if the parcel is lost/damaged in transit to us (the liability would be solely between the customer & their courier). As result, we suggest for you to use our pre-paid service, which is insured.

Once the returned items are received safely & checked by our technicians, the refund will be issued within 2 working days of the receipt of the item. it may take between 2-10 business days for the funds to appear on your original payment method, this varies based on the source used.

Our items are thoroughly tested & logged for security reasons before shipping. We reserve the right to refuse a refund if we detect any of the following sign of customer induced damage (CID), this includes and is not limited to:

- Liquid damage, visible physical drops/damages.
- Damage caused by external electrical power surges. Using a Surge Protected Plug is a suggested generally.
- If any warranty sticker, labels, key label have been removed/broken; if the bios have been changed; hardware has been modified.
- If the product has been registered with the manufacturer (where applicable, please only register this product once you have fully inspected and are happy with the product).