Return and Refund Policy

 

Greener Home Renewables Ltd 14 Day Return /Refund Policy

In order to ensure your understanding of our 14-Day Return and Refund Policy, please read it carefully in its entirety before or after placing an order with us, or before considering a cancelation. Once an order is placed with Greener Home Renewables Ltd (GHR), it is understood that you’ve read and agree to this policy.

Here at Greener Home Renewables Ltd, we’re fully committed to providing around-the-clock customer satisfaction through our online and phone-in customer service and efficient return process! Calls and emails regarding returns are processed either the same day, or within a maximum of 2 days. We work diligently to make sure your complaints and questions are quickly answered in the most helpful and timely manner. However, in the unlikely case of needing to create a return, we have some general guidelines and information.

Cancellation of this contract

1. Your rights

1.1 As detailed above in section 1.3 of this Contract, you can cancel this contract by sending us written notice no later than 14 days starting the day after you enter into this contract by signing.

1.1.1 If you cancel this Contract after the period referred to in sections 9.1 and 1.3 of this Contract then you may have to pay compensation for costs or losses reasonably incurred. We will try to keep those costs to a minimum. We have a right to retain all or part of your deposit and further advance payment, if made, as a contribution.

1.2 If there is a serious delay to the delivery of goods for reasons that are outside your control, but within our control, then you will be entitled to cancel the contract and receive a full refund.

1.3 Additionally, if we are in serious breach of our obligations as detailed in this Contract then you have a right to:

• cancel the contract and receive an appropriate refund; or,
• request a repair or a replacement; or,
• ask for compensation. You can seek those remedies if what we supply or install is faulty, incorrectly described or not fit for purpose. You cannot seek those remedies if you change your mind about the contract or you decide you no longer want some or all of the components.

Our rights

1.4 If you are in serious breach of your obligations as set out in this Contract and you fail to remedy that breach within 14 days of receiving written notice from us about that breach, then we have a right to cancel the contract. We must give you reasonable opportunity to rectify the alleged breach.

1.5 If we suffer a loss as a result of your breach of contract, we must take reasonable steps to prevent the loss from getting worse. If your breach of contract leads to a cancellation then you may have to pay compensation for reasonable costs or losses reasonably incurred.

2. Conciliation and arbitration

2.1 Providing Alternative Dispute Resolution (ADR) – or arbitration – became UK law from 1st October 2015 for all businesses that sell to consumers. This means that when a matter remains in dispute, our firm is legally compelled to give the consumer the contact details to a third party conciliation service. If at any time a dispute arises between you and us which cannot be resolved amicably then both you and we can refer the matter to conciliation. We must agree to conciliation if that is your wish.

WHERE A FINANCE OPTION HAS BEEN CHOSEN
2.2 The conciliation service that will be used is that offered by the Financial Ombudsman Service. If we cannot reach agreement with you within eight weeks we will – Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.
OR
– Issue our final decision letter which will explain our final position.
The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the “eight week rule”), you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The eight weeks start from the date a complaint is received anywhere in our business. Their contact details are shown below. Please note: Only complaints relating to the sale of financial services should be referred to FOS.

Greener Home Renewables

Greener Home RenewablesFinancial Ombudsman Service can be contacted in writing:
Financial Ombudsman Service,
Exchange Tower,
London E14 9SR.
Tel: 0800 023 4567, Email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial- ombudsman.org.uk

11. Technical Monitoring

11.1 In a small number of cases, to check on quality, extra visits may be required. We will give you reasonable notice if this applies.

12. Personal Information and Data Protection

12.1 In the course of our dealing with you we may collect and process certain information about you, including your name, date of birth, address, contact details (including your email address and contact telephone number), payment details (where applicable), and other information about you and the property in respect of which services and products may be provided. Your personal information may be used by us, our employees, contractors or agents to:

• identify you during any communication between you and us;
• assess eligibility for services and products (whether provided by us or on our behalf);
• communicate with you to arrange the provision of such services and products, including investigating complaints;
• administer and provide such services and products;
• detect and prevent loss, fraud and other criminal activity;
• carry out credit reference checks;
• carry out market research and to help us review, develop and improve the services and products we offer: and
• contact you (in accordance with your preferences), by post, telephone, SMS, email and other electronic means with information about products, services, promotions, and offers that may be of interest to you.

12.2 In the event that we sell or buy any business or assets, we may disclose personal information held by us to the prospective seller or buyer of such business or assets. If we or substantially all of our assets are acquired by a third party, personal information held by us will be one of the transferred assets.

12.3 Your personal information may also be used by us, our employees or agents if we are under a duty to disclose or share your personal information in order to comply with any legal obligation, or in order to en-force any agreement we have with or otherwise concerning you, or to protect our rights, property or safety or those of our customers, employees or other third parties.

Notice of Right to Cancel the Contract

If the customer wishes to exercise his/her right to cancel the contract, the cancellation notice should be completed, detached and returned to GHR.

Customer Cancellation Rights

You have the right to cancel this contract if you wish, within fourteen days starting the day after you receive this Notice of Right to Cancel. Cancellation should be communicated in writing or by e-mail, GHR Ltd., of The Brooklands Paddock, Station Road, Old Arley, CV7 8FG. (admin@greenerhomerenewables.co.uk)

The Cancellation Notice form may be used to exercise this right and can be delivered in person, by email or sent by post – in which case you should obtain a Certificate of Posting or Recorded Delivery slip. You are advised to take a copy of the cancellation notice before returning it. Your cancellation is deemed to have been served as soon as it is delivered in person, posted or, if you have sent an email, from the day the email is sent to Improveasy.

Work begun prior to the expiry of the cancellation period

If you have agreed in writing that work will commence before the fourteen day cancellation period expires, and you subsequently cancel in accordance with your rights, you are advised that reasonable payment may be due for any work carried out or goods ordered in advance that cannot be cancelled or that reasonable charges are made. You must confirm in writing that work may commence before your cancellation period expires.

Cancellation on Notice
(Complete, detatch and return this section of the form ONLY IF YOU WISH TO CANCEL THE CONTRACT)
To: GHR Ltd. of The Brooklands Paddock, Station Road, Old Arley, CV7 8FG. (admin@greenerhomerenewables.co.uk) I/We (delete as appropriate) hereby give notice that I/we wish to cancel my/our contract.
Customer Address
Postcode		Date
Customer Name		Signature

Warranty Policy

The Warranty sets out the terms upon which Greener Home Renewables Ltd offers warranty cover for the Products supplied by it to its Customers, and for the installation services provided by Greener Home Renewables Ltd Registered Installers. Terms defined in Greener Home Renewables Ltd’s Terms and Conditions bear the same meaning when used in this warranty. Your attention is drawn to Greener Home Renewables Ltd’s Terms and Conditions, which includes provisions relevant to the warranty set out below.

1. Installation services

1.1. Greener Home Renewables Ltd warrants to you that the Installation Services will be performed by the appropriately qualified and trained Greener Home Renewables Ltd Registered Installers using reasonable care and skill, to such high standard of quality as it is reasonable for you to expect.

1.2. The Warranty Period for the Installation Services shall be two years from completion of the Installation Services

2. Remedial Action

2.1. If you make a valid claim about our service in accordance with Greener Home Renewables Ltd’s Terms and Conditions, Greener Home Renewables Ltd may arrange for the relevant Products to be reinstalled by any of Greener Home Renewables Ltd’s Registered or approved Installers or refund to the Customer the charge for the relevant part of the Installation Service (or a proportionate part of such charge).

3. Exceptions

3.1. This Warranty will only apply:

3.1.1. If the Product has been installed by an Greener Home Renewables Ltd Registered Installer and has been properly used and maintained throughout the Warranty Period.

3.1.2. If you have informed Greener Home Renewables Ltd of the alleged defect within the Warranty Period and within a reasonable period of discovery.

4. General conditions

4.1. You will promptly provide all information and support including access to site and services) reasonably necessary to enable Greener Home Renewables Ltd to evaluate any alleged defect and to perform its obligations under this Warranty.

4.2. You agree that all premises, plant, power, fuel support services and other inputs that you provide for the installation and use of the Products are reasonable, are fit for purpose and will be properly used and provided.

5. Expertise

5.1. Any dispute as to whether a defect is covered by this warranty can be handled by the Renewable Energy Consumer Code’s Dispute Resolution Process as detailed in section 9.1 of the Renewable Energy Consumer Code.

6. Third Party Rights

6.1. When Greener Home Renewables Ltd.’s has installed a system in a property that is sold within the Warranty Period the warranty will pass to the new legal owner of the property. It may not be transferred to or exercised by any third party.

7. Law

7.1. This warranty is governed by English law and the English courts or by the law and the courts governing where your property is if this is outside England or Wales.

8. Manufacturer’s Product Warranty

8.1. Most Products supplied by Greener Home Renewables Ltd come with the benefit of a manufacturer’s product guarantee. Where a claim in respect of any of the Products is notified to Greener Home Renewables Ltd by you in accordance with the Greener Home Renewables Ltd.’s Terms and Conditions, Greener Home Renewables Ltd will liaise with the manufacturer and use all reasonable endeavours to secure a replacement of the Product or the part in question) or a refund of the price of the Product (or a proportionate part of the price). This warranty does not replace or limit your legal rights to bring a claim to Greener Home Renewables Ltd as the retailer of the goods supplied.

For any questions, info, and all other support, please contact us at :

admin@greenerhomerenewables.co.uk or 02476 950210 (Greener Home Renewables ltd)