Warranty and Repairs explained

GreenGreenStore Warranty and Liability:

1. Our warranty does not cover accidental or liquid damage, nor damage resulting from abuse, catastrophe, improper use, failure to follow instructions or warnings, improper maintenance, inadequate packaging, neglect, misuse, or operator error.
2. Our warranty does not cover normal wear and tear, including without limitation wear to consumable or expendable parts and accessories. The charger and battery are covered for 30 days from the date of delivery only. Examples of normal wear include cosmetic casing wear from use, trackpad surface shine, minor cosmetic screen surface marks, or other cosmetic deterioration arising from ordinary use and not present at the time of sale. Normal wear will be reasonably assessed by GreenGreenStore prior to carrying out warranty work.
3. Our warranty does not cover data recovery or data transfer. Any loss of data, programs, accounts, settings, or removable storage media is not covered, including where a device fails to boot or becomes unusable. Repairs or troubleshooting may require erasing, resetting, or reloading the operating system, which will permanently remove data. Customers are solely responsible for maintaining all backups before returning the device. If a fault prevents backup, we are still unable to guarantee or provide data recovery, and any data loss remains the customer’s responsibility.
4. Our warranty does not cover faults or damage caused by external causes outside the product itself, including but not limited to corrosion, liquid ingress, physical impact, drops, environmental exposure such as excessive temperature or humidity, power failure, power surges, use of a faulty or incorrect power supply, or other external infrastructure issues. For avoidance of doubt, this includes faults or damage resulting from restricted ventilation or overheating, such as blocked ventilation ports, operation in enclosed or poorly ventilated spaces, exposure to excessive heat, or repeated thermal shutdown events. Where inspection or diagnostic assessment indicates thermal stress, restricted airflow, or other damage consistent with such external causes and not attributable to an inherent defect present at the time of sale, the issue will be treated as misuse and excluded from warranty coverage.
5. Our warranty does not cover hardware or software incompatibility issues. We may optionally assist with basic Windows troubleshooting; however, we do not provide software specific technical support, Linux support, or support for alternative operating systems not supplied at the time of sale.
6. Our warranty does not cover support for, or compatibility with, third party devices, accessories, networks, or services not sold by us. This includes configuration, installation, relocation, or troubleshooting of customer routers, access points, switches, cabling, internet service providers, or other network infrastructure. Network and connectivity performance may depend on the customer’s environment and equipment and is outside the scope of our warranty. This does not affect a buyer’s statutory rights in relation to hardware faults present at the time of sale.
7. Our warranty does not cover any product not purchased directly from GreenGreenStore.
8. Our warranty applies only within the stated in-house warranty period.
9. Where the original order delivery address is within the United Kingdom, warranty coverage is strictly limited to the UK and is provided on a return to base basis only. Onsite warranty is not included unless expressly agreed in writing.
10. Our warranty does not cover OLED screen burn-in, image retention, or display degradation caused by static image persistence.
11. Our warranty will not apply where the product has been altered, modified, disassembled, or repaired by any third party not authorised in writing in advance by SMT Commerce Ltd. We reserve the right to refuse warranty service where tamper evidence, including warranty stickers, has been removed or interfered with.
12. We do not authorise, endorse, or have any affiliation with any third party warranty provider, insurer, extended service plan provider, or other product protection scheme. Any such cover purchased by a buyer is a separate contract between the buyer and that third party. We are not responsible or liable for any third party diagnostics, parts, labour, repairs, handling, or workmanship, nor for any subsequent faults or repair on repair situations arising from third party intervention. Where third party intervention prevents us from verifying the device’s original internal condition or identifying the cause of a fault, we may be unable to support a subsequent warranty claim.
13. Our warranty does not cover loss, theft, or damage occurring after delivery that is not attributable to a fault present at the time of sale.

Terms: Making an order

1. We do not offer to include any of the device manufacturer's third party apps on the laptops, nor will the laptops we supply have the original manufacturer's recovery media, nor recovery partition on the drive (unless otherwise stated). 
2. We aim to provide detailed spec so you have more info when you make a purchase. However, unless a feature or spec is specially stated in our description, we do not promise the feature will exist. Minimum /lowest spec is to be presumed unless otherwise specified.
   
3. In the "What's included" area of each product we will provide insights into what will be included in the box. No additional accessories nor manuals etc will be included unless specifically stated.
   
4. Physical accessories shipped with a device (e.g. mouse / keypad, etc) are covered by 30 calendar days warranty only; replacement, repair / refund will be available within the first 30 calendar days from delivery. Items may be dispatched in multiple packages.
   
5. Any RAM/SSD upgrades purchased from GreenGreenStore, will carry the same warranty as the device purchased (and are covered by the eligible in-house warranty extension duration if purchased).
   
6. Removed components (SSD, RAM etc) from upgrades will be retained by GreenGreenStore and not be included with the purchase in exchange for lower overall upgrade costs.
7. Software such as Norton Anti-Virus, and Microsoft Office packages cannot be returned. The other portion of the order (e.g. a laptop) can still be refunded, if within the eligible return period, in the same condition.
8. Devices we sell cannot be re-registered with manufacturers. The refurbished devices may have previously been registered with the manufacturer by the original user, as a result, cannot be re-registered by the GreenGreen customer; some services may no longer be available as result. Asus specific: devices cannot be re-registered with Asus for MyAsus value added service. Dell specific: we cannot transfer the ownership of the Dell devices (sometimes still serviced without a transfer, though sometimes an ownership transfer is required; we stand behind our own warranty duration only).
9. If you have paid for any shipping upgrade, such as Saturday delivery, the postage cost is non-refundable.

Terms: Return / Repair:

1. Repair & Refund Explained: Within the first 30 days of the delivery: a) repair; b) replace (best-effort-basis); or c) refund options are available (we will arrange pre-paid collection at our cost). You have a 14-day legal right to return your item from the delivery date, and then are legally required to return your item to us within a further 14 days from the request to return. We provide an additional period in which you can return your item up to 30 days after the date of delivery. For this period (15-30 days after delivery date) you are required to return the item within 7 days of your request.
   
2. After the initial 30 days of the delivery: a refund will only be arranged if neither repair nor replacement are possible; the responsibility of the postage cost is shifts to the buyer (for inbound repairs). After the first 6 month of the delivery: the repair/replacement will be quoted options only (unless the item was sold with longer than 6M warranty or have been purchased with an eligible warranty upgrade).
3. We cannot offer EU/international courier options (for the purposes of return or servicing), where the original order shipping address was UK based.
   
4. GreenGreenStore arranged collection service: after the initial 30 days, we may offer insured courier collection service at £15 inc VAT each journey (e.g. for collection purposes for repair, etc). Where the courier is paid for by GreenGreenStore directly, we would be responsible for loss or damage incurred in transit provided the customer securely & tapes the item(s). 
5. We require photos of the devices before they're sent back (to confirm the condition). 
6. The pre-paid return within the first 30 days of the delivery, is limited to one pre-paid collection per order. Where a customer has not made a full return of all the items ordered in the first attempt (including but not limited to any accessories / accessories); the subsequent cost to collect any missing item will be chargeable £15 per collection instance, deductable at the refund. Any refund can only be issued once all the items are returned fully, as sent. Where the customer requests to retain parts of the order, we will issue partial refund minus the retained items.
   
7. If you have requested a collection, but then missed the collection that you have requested, we reserve the rights to pass on £10 inc VAT surcharge from the courier company, before arranging the next collection. This cost is only incurred if you've missed a collection. As result if you can no longer attend a collection slot, it is important to let us know at least 2 working hours before the collection slot, so this cost could be waived & we can reschedule a collection for no additional cost to you.
   
8. We can only assist with repair/refund if the item gets to us safely. The customer may alternatively send us their devices (after letting us know), using a courier of their own choosing. To be clear, if a courier service is not arranged & paid for directly for by GreenGreenStore, then it is fully the customer's responsibility to package securely & insure sufficiently to protect from loss/damage during transit. GreenGreenStore cannot assist if the parcel is damaged or lost where we have not directly arranged & paid for a courier service.
9. Record-keeping: Our items are thoroughly tested & logged for security reasons before shipping. We will record the item's serial number & condition. Where the item is flagged as not received,we may register the serial with loss and theft databases to help prevent any fraudulent use or reselling of the item.
10. We are not able to supply serial number before the item is delivered. This is to ensure the privacy of the end-customer. 
11. Items we ship will typically have additionally warranty sticker applied, this means the item is identifiable to us. This sticker must remain intact, to be eligible for the refund (unless there has been previous agreement with GreenGreenStore in writing).
    
12. All returns are delivered end-to-end to a CCTV audited site. Where an empty box/different item is returned, we reserve the rights to investigate, report & liaise with the relevant authorities as necessary to recover the items.
    
13. In some instances, GreenGreenStore reserves the rights to accept a return minus a 15% restocking fee (depending on the condition & level of use). This mainly applies to (but is not limited to) if any of the following occur: a) if the returned item remains functional, but now shows significant normal cosmetic wears/marks beyond the condition when it was sold (to be clear: we're unable to refund any return, if they show any sign of accidentally or liquid damaged); b) if the return is requested late but still within the goodwill period (goodwill period is defined as outside of the 30 days period from delivery, but within the first 45 days of the delivery); or c) if the item returned is incomplete due to missing accessories (if shipped with) or missing original boxes (if shipped with), or has a damaged original box compared to the condition when shipped (restocking fee does not apply if you no longer have our "repacked boxes" & does not apply if "original box" was not sent with the item).
    
14.  Excessive return monitoring: GreenGreenStore reviews the account level return continuously. If a buyer's account has higher than average percentage of return, the store reserves the rights to review the account & issue an account closure if required (where future orders placed subsequently, may be cancelled without notice). Should a buyer have product queries before buying, one may simply get in contact (the store is happy to assist with product related queries); however, to be clear, GreenGreenStore cannot support nor facilitate sustained "buy to try" purchasing pattern).