Return Policy

Return & Refund Policy

Last Updated: January 2026

At GreenLife (KL) Limited ("GreenLife", "we", "us", "our"), we stand behind the quality of the products sold on our marketplace. Your satisfaction is our priority. This policy explains the rules, conditions, and process for returns, refunds, and exchanges. Please read it carefully before making a purchase.

As a multi-vendor platform, return and refund conditions may vary by vendor. GreenLife facilitates the process to ensure a smooth and fair experience for all users.

1. Return Eligibility – What Can Be Returned?

To be eligible for a return:

  1. The item must be unused, unwashed, and in its original condition
  2. All original tags, labels, and packaging must be intact
  3. The original invoice or proof of purchase must be provided

2. We Accept Returns For

a. Faulty or Defective Items

Products that arrive damaged, defective, or not functioning as intended.

b. Wrong Item Received

If the item delivered does not match what you ordered.

c. Damaged in Transit

Items physically damaged during shipping (see Section 10).

d. Vendor-Specific Policies

Some vendors allow Change of Mind, Size Exchange, or Colour Exchange. This will be clearly stated on the product page under the vendor’s return policy. If not stated, returns are accepted only for faulty, wrong, or damaged items.

3. Non-Returnable Items

For hygiene and safety reasons, the following items are non-returnable unless faulty or incorrect:

  1. Personal Care & Wellness Items (e.g., toothbrushes, cosmetics, hair accessories)
  2. Underwear & Hosiery
  3. Swimwear
  4. Earrings (piercing hygiene)
  5. Gift Cards
  6. Downloadable Software or Digital Products
  7. Perishable Goods

4. Return Timeframe

  1. Standard Returns: Within 3 calendar days of receiving the item
  2. Faulty / Defective / Wrong Items: Within 5 calendar days of delivery

Requests made after these periods may not be accepted.

5. How to Initiate a Return (Step-by-Step)

  1. Log in to your account on www.greenlife.com
  2. Go to My Account > Order History
  3. Select the relevant order and click Return Item(s)
  4. Select and explain the reason for return
  5. Upload clear photos or a short video showing the issue (mandatory for faulty, wrong, or damaged items)
  6. Submit the request and wait for confirmation via email

6. Inspection & Approval

  1. GreenLife or the vendor will review your return request and supporting evidence
  2. You will be notified of approval or rejection within 1–2 business days
  3. If approved, return instructions or pickup details will be provided

7. Return Shipping – Who Pays?

a. GreenLife / Vendor Responsibility

If the return is due to:

  1. Faulty or defective items
  2. Wrong item sent
  3. Damage during transit

GreenLife or the vendor will cover the return shipping cost and may arrange pickup or provide a prepaid label.

b. Customer Responsibility

If the return is due to Change of Mind (where allowed by the vendor), the customer is responsible for return shipping costs.

8. Refunds (After Item Is Received)

Once the returned item is received and inspected:

  1. You will be notified by email of approval or rejection
  2. Approved refunds will be processed to the original payment method

Refund Processing Time

  1. Processing by GreenLife: up to 10 business days
  2. Bank/Credit Card: additional time depending on your provider
  3. GreenLife Wallet: Instant credit
  4. Mobile Money: Within 1 business day

9. Exchanges

  1. Exchanges are allowed only for faulty, damaged, or wrong items
  2. Size or colour exchanges for non-faulty items depend on the vendor’s policy
  3. If allowed, the original item must be returned and a new order placed

10. Damaged or Wrong Items

If your item arrives damaged or incorrect:

  1. Do not use the item
  2. Contact us within 48 hours of delivery
  3. Provide your order number and clear photos or video evidence

This helps us resolve the issue quickly and file claims with shipping partners if required.

11. Contact Us

For questions regarding returns or refunds, contact us:

  1. Email: info@greenlife.com
  2. Phone: +254722563698 (Mon–Fri, 9:00 AM – 5:00 PM)
  3. Website: https://greenlife.appnexustech.in/

This Return & Refund Policy is part of GreenLife’s Terms & Conditions and applies to all users of the platform.