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Refund policy

Version 1.0 (July 2026)

This Policy explains when an Order may be changed or cancelled and how returns, repairs, replacements and refunds are handled. It applies to Orders accepted by Green Loop Global Pty Ltd through the Website or another authorised ordering channel. It forms part of our Terms of Service. Country-specific provisions appear in the Schedules and prevail to the extent of any inconsistency.

1. SCOPE, DEFINITIONS AND MANDATORY RIGHTS

  1. Capitalised terms not defined in this Policy have the meanings given in our Terms of Service.

Customised Goods means Goods made to the Customer's individual specifications or clearly personalised beyond standard catalogue options. Goods are not Customised Goods merely because they are manufactured after an Order is placed.

Made-to-Order Goods means Goods manufactured after an Order is accepted, whether or not they are Customised Goods.

Mandatory Consumer Law means any law that grants the Customer a right, guarantee, condition, warranty, remedy or protection that cannot lawfully be excluded, restricted or modified by contract.

  1. Nothing in this Policy excludes, restricts or modifies any right, remedy or liability that cannot lawfully be excluded, restricted or modified under Mandatory Consumer Law.
  2. The Schedule applying to the Customer's delivery country or habitual residence forms part of this Policy and prevails over the general provisions to the extent of any inconsistency.
  3. This Policy deals separately with:
    1. a Customer-requested cancellation before delivery;
    2. a statutory withdrawal or cooling-off right;
    3. a voluntary change-of-mind return; and
    4. a claim concerning faulty, damaged, unsafe, misdescribed or incorrectly supplied Goods. Those rights are not interchangeable.

2. MADE-TO-ORDER AND CUSTOMISED GOODS

  1. Most of our Goods are Made-to-Order Goods and are not held in stock. Unless the Order Confirmation states otherwise, the estimated production lead time is 10 to 14 weeks from the later of Order acceptance, receipt of the required deposit and approval of any required specifications or drawings.
  2. The Order Confirmation will identify any Goods treated as Customised Goods and, where practicable, the point at which production is expected to begin.
  3. The fact that Goods are Made-to-Order affects our voluntary cancellation and change-of-mind policy. It does not remove a statutory withdrawal right unless the Goods satisfy the applicable legal exception for goods made to the Customer’s specifications or clearly personalised, and it does not affect rights concerning faulty or non-conforming Goods.

3. CUSTOMER-REQUESTED CHANGES AND CANCELLATION BEFORE DELIVERY

  1. A Customer should request a change or cancellation as soon as possible by contacting info@greenloopglobal.com and quoting the Order number. A request is not effective until acknowledged by us, except where Mandatory Consumer Law provides otherwise.
  2. We will assess the request according to the stage reached by the Order. We will act reasonably, seek to avoid unnecessary cost and provide an explanation of any amount proposed to be retained or charged.
Order stage General position Amount refunded
Before Order acceptance The Customer may withdraw the submitted Order. If we have taken payment, we will cancel the proposed Order. All amounts paid.
After acceptance but before production begins We will ordinarily agree to cancellation, though discretion remains with us. We may deduct only reasonable, evidenced and non-recoverable costs already incurred where permitted by law. The balance after any lawful deduction.
After production begins There is no general change-of-mind cancellation right under this Policy. We may agree to cancellation, but are not required to do so unless Mandatory Consumer Law applies. Any amount we agree or are legally required to refund, less only lawful and evidenced deductions.
After dispatch The Order cannot be voluntarily cancelled under the general policy. Statutory withdrawal rights in the United Kingdom, Netherlands/EU and any other applicable jurisdiction remain available. As required by the applicable Schedule or Mandatory Consumer Law.
  1. A deposit is not automatically forfeited. If a cancellation is agreed, we may retain only amounts that we are contractually and legally entitled to retain, including reasonable costs that cannot be avoided or recovered. We will provide a reasonable explanation or supporting calculation on request.
  2. A statutory cancellation or withdrawal right in a country-specific Schedule prevails over this clause. We will not deduct manufacturing costs where the applicable law requires a full refund.

4. VOLUNTARY CHANGE-OF-MIND RETURNS

  1. Except where Mandatory Consumer Law or a country-specific Schedule requires otherwise, we do not accept change-of-mind returns for Made-to-Order Goods or Customised Goods after delivery.
  2. A change of mind includes deciding that the Goods are no longer wanted, selecting the wrong dimensions, finish or colour despite receiving the Goods ordered, finding a lower price elsewhere, or being unable to fit the Goods through an access route that the Customer was responsible for checking.
  3. This clause does not apply where the Goods are faulty, unsafe, damaged in transit, materially different from their description, incorrectly supplied or otherwise non-conforming.
  4. If we later offer stocked or clearance Goods with a voluntary return period, the product-specific return conditions disclosed before purchase will apply in addition to this Policy.

5. DELAY, NON-DELIVERY AND CANCELLATION BY US

  1. If we cancel an accepted Order because we cannot supply the Goods, we will refund all amounts paid for the cancelled Goods without undue delay.
  2. Delivery dates are estimates unless expressly guaranteed. If a delay becomes unreasonable, exceeds a contractual long-stop date, or gives rise to a cancellation right under Mandatory Consumer Law, the Customer may cancel the affected undelivered Goods and receive the refund required by law and our Terms of Service.
  3. If the Customer agrees to a revised delivery date after being notified of a delay, that agreement does not remove any right that cannot lawfully be waived.

6. TRANSIT DAMAGE, SHORTAGES AND INCORRECT GOODS

  1. The Customer should inspect the Goods as soon as reasonably practicable after delivery. Visible transit damage, an incorrect item or a shortage should be reported to info@greenloopglobal.com within 14 days after delivery, with the Order number and photographs of the Goods, packaging and delivery label where available.
  2. Prompt notice assists us to investigate the carrier and arrange a remedy, but failure to notify us within 14 days does not waive or reduce any right concerning latent damage or any right that cannot be excluded under Mandatory Consumer Law.
  3. Where reasonable, the Customer should retain the packaging and must not dispose of seriously damaged Goods until we have given instructions or had a reasonable opportunity to inspect them. This does not require unsafe Goods to be retained or used.
  4. We may arrange repair, replacement, collection, completion of a shortage or another remedy appropriate to the circumstances and applicable law. We will not require the Customer to pursue the manufacturer or carrier where we are legally responsible for providing the remedy.

7. FAULTY, UNSAFE, MISDESCRIBED OR NON-CONFORMING GOODS

  1. If the Customer believes the Goods are faulty, unsafe, not as described, not fit for an agreed purpose, not of required quality or otherwise non-conforming, the Customer should contact info@greenloopglobal.com with the Order number, a description of the issue and available photographs or video.
  2. We may reasonably inspect the Goods or request information needed to assess the claim. An assessment process will not be used to impose an unlawful time limit or unreasonably delay a remedy.
  3. Depending on the nature of the problem and the Mandatory Consumer Law applying to the Order, remedies may include repair, replacement, completion, price reduction, rejection, cancellation, refund or compensation. Any choice of remedy belongs to the Customer to the extent required by law.
  4. A commercial warranty is additional to statutory rights. Expiry of a stated warranty period does not end a right that continues under Mandatory Consumer Law.
  5. A claim may be reduced or refused only to the extent that the issue was caused by abnormal use, accident, misuse, unauthorised alteration, improper installation by someone other than us, or failure to follow reasonable care and maintenance instructions. Ordinary wear and tear is not a manufacturing defect, but this does not permit us to avoid a durability obligation imposed by law.

8. RETURN, COLLECTION AND INSPECTION ARRANGEMENTS

  1. Do not send Goods to our Australian office, our manufacturer or another address without return instructions. Large furniture ordinarily requires an agreed carrier, collection or on-site assessment.
  2. For a valid fault, damage or non-conformity claim, we will bear reasonable inspection, return or collection costs to the extent required by applicable law. We do not charge a restocking, administration or processing fee for a remedy required by law.
  3. If an assessment reasonably establishes that the Goods do not have the reported problem, we may charge reasonable collection or inspection costs only where permitted by law and where we gave the Customer a reasonable estimate before incurring them.
  4. Where the Customer is responsible for returning Goods under a statutory withdrawal right or an agreed voluntary return, the Customer must follow reasonable return instructions and take reasonable care of the Goods. If we arrange the carrier, the Customer must make the Goods available at the agreed time.
  5. Original packaging is not a condition of a valid claim concerning faulty Goods. For a change-of-mind or statutory withdrawal return, missing or inadequate packaging may affect the Customer’s responsibility for damage or diminished value to the extent permitted by law.

9. CONDITION OF RETURNED GOODS AND DIMINISHED VALUE

  1. A Customer exercising a statutory withdrawal right may inspect and handle the Goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly as the Customer could in a physical store.
  2. Where permitted by law, we may deduct an amount reflecting diminished value caused by handling beyond that reasonably necessary. We will not impose an automatic restocking percentage and will explain any deduction.
  3. Alteration, installation or continued use after a problem is discovered affects a fault claim only to the extent that it caused or materially worsened the problem or makes the requested remedy legally unavailable.

10. REFUNDS

  1. Refunds will be made to the original payment method unless the Customer agrees to another method or applicable law requires otherwise. We will not substitute store credit for a monetary refund where the Customer is entitled to money.
  2. A refund will be processed in the currency of the original transaction. Currency conversion performed by a bank, card issuer or payment provider is outside our control, but we will not deduct a foreign-exchange fee from the amount we are required to refund.
  3. Where the entire Order is cancelled because we cannot supply it, the refund will include amounts paid for the cancelled Goods and the associated delivery charges. For a statutory withdrawal, refund of outbound delivery charges is governed by the relevant Schedule and ordinarily does not exceed the least expensive standard delivery option offered.
  4. We may withhold a statutory withdrawal refund until the Goods are returned or the Customer supplies evidence of return only where applicable law permits us to do so.
  5. Refund timing is governed by the relevant Schedule and Mandatory Consumer Law. Otherwise, we aim to process an agreed refund within 10 Business Days after the entitlement and amount are confirmed. A payment provider may take additional time to credit the Customer’s account.

11. WARRANTY CLAIMS

  1. Any written commercial warranty supplied with the Goods or published as our Warranty Terms operates in addition to this Policy and Mandatory Consumer Law.
  2. A Customer may begin a warranty claim by contacting info@greenloopglobal.com with the Order number and supporting information. We will assess the claim under the version of the warranty applying when the Order was accepted.
  3. The Customer is not required to characterise a problem correctly as a warranty claim, consumer-guarantee claim or statutory-conformity claim. We will assess the substance of the issue under the rights that apply.

12. QUOTATIONS, PROJECT ORDERS AND BUSINESS CUSTOMERS

  1. A quotation, project agreement or separately signed business contract may contain additional cancellation, acceptance, warranty or return provisions. Those provisions prevail to the extent stated in our Terms of Service.
  2. A separate agreement does not exclude or reduce a right available to a Consumer or protected small business where that right cannot lawfully be excluded.
  3. A Business Customer should review cancellation charges, production milestones, delivery acceptance and return rights in the quotation or project agreement before accepting the Order.

13. RETURN FRAUD AND ABUSE

  1. We may refuse a voluntary return or investigate a claim where there is reasonable evidence of fraud, identity misuse, substitution of Goods, falsified proof of purchase or deliberate damage.
  2. This clause does not permit us to refuse or delay a genuine statutory remedy merely because the Customer has previously made a return or complaint.

14. CONTACT DETAILS

  1. Returns, cancellations and refund enquiries may be sent to info@greenloopglobal.com. Please include the Customer’s name, Order number, delivery address, the requested outcome and relevant photographs or documents.
  2. Postal notices may be sent to;
    Green Loop Global Pty Ltd (ACN 684 637 125),
    Level 5, 447 Collins Street,
    Melbourne, Victoria 3000, Australia.
  3. Telephone contact is available in Australia on +61 411 485 757 and in the United Kingdom on +44 (0)20 7692 7334. A Customer may use another legally permitted cancellation method and is not required to telephone us.

COUNTRY-SPECIFIC CONSUMER SCHEDULES

The following provisions apply only to a Consumer in the stated jurisdiction.

They prevail over inconsistent general provisions.

They summarise key rights but do not exhaustively state every right or remedy available under applicable law.

SCHEDULE 1 - AUSTRALIA

  1. If you are a Consumer within the meaning of the Australian Consumer Law, our Goods come with guarantees that cannot be excluded under that law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
  2. Australian law does not generally require a business to accept a return solely because a Customer changed their mind. Our voluntary no-change-of-mind position for Made-to-Order Goods and Customised Goods therefore applies, but it does not affect consumer guarantees.
  3. For a major failure, the Consumer may reject the Goods and choose a refund or replacement, or keep the Goods and claim compensation for the reduction in value. For a non-major failure, we may choose to repair, replace or refund within a reasonable time, subject to the Consumer’s further rights if we do not do so.
  4. A reporting period in this Policy is an administrative request and is not a strict limit on a consumer-guarantee claim. The Consumer does not need original packaging, but may be asked for reasonable proof of purchase.
  5. Where faulty Goods are large, heavy or difficult to return, we will arrange collection or bear reasonable return costs as required by the Australian Consumer Law. If the Customer pays reasonable return costs for Goods later confirmed to be faulty, we will reimburse those costs.

SCHEDULE 2 - UNITED STATES

  1. Nothing in this Policy limits any right or remedy that cannot be waived under applicable federal, state or local law. Rights and refund-policy requirements vary between states.
  2. The federal Cooling-Off Rule does not create a general cancellation right for a transaction made entirely online, by mail or by telephone. Subject to applicable state law, we therefore do not provide a voluntary change-of-mind return for Made-to-Order Goods or Customised Goods.
  3. A state-specific disclosure, minimum return right or refund deadline presented at checkout, on the product page or in the Order Confirmation applies in addition to this Policy and prevails where required by law.
  4. For California Customers, this Policy is intended to conspicuously disclose that Made-to-Order Goods and Customised Goods are not accepted for voluntary change-of-mind return. This does not apply to faulty, damaged, misdescribed or incorrectly supplied Goods and does not displace any additional California right that applies to the transaction.
  5. Any written consumer warranty gives the Customer specific legal rights, and the Customer may also have other rights that vary from state to state. The warranty and this Policy operate subject to those rights.

SCHEDULE 3 - CANADA, INCLUDING QUEBEC

  1. Consumers may have rights and remedies under applicable federal, provincial and territorial laws that cannot be waived or limited. Canada does not have one uniform change-of-mind regime for all online retail purchases. Subject to applicable provincial or territorial law, our general no-change-of-mind position for Made-to-Order Goods and Customised Goods applies.
  2. A province-specific cancellation right, delivery deadline, refund deadline or legal warranty prevails over this Policy. We will provide any additional disclosure required for the Customer’s province or territory before the Order is placed.
  3. For a Consumer in Quebec:
    1. a French version of this Policy and related contractual documents will be provided before the contract is concluded. The contract may be concluded in English only after the French version has been provided and the Consumer expressly chooses English;
    2. the Consumer may cancel a distance contract within seven days after receiving the contract copy if statutory pre-contract disclosure, error-correction or contract-copy requirements were not met, and may have a 30-day cancellation period from contract formation if the required copy was not sent within the statutory period;
    3. before we perform our principal obligation, the Consumer may cancel where delivery has not occurred within 30 days after the contractual delivery date or a later date agreed in writing, or within 30 days after the contract if no delivery date or period was specified, subject to the statutory exception where delivery was prevented by the Consumer’s action or negligence;
    4. where a distance contract is validly cancelled under Quebec law, we will refund all sums paid within 15 days after cancellation. The Consumer must restore delivered Goods within 15 days after cancellation or later delivery, and we will bear the reasonable restoration costs; and
    5. if we fail to make the required refund and the Consumer paid by credit card, statutory chargeback rights may be available.

SCHEDULE 4 - UNITED KINGDOM

  1. Nothing in this Policy affects the Consumer’s statutory rights. Goods must be of satisfactory quality, fit for purpose and as described.
  2. For an online or other distance Order, the Consumer ordinarily has 14 days after taking physical possession of the Goods to notify us that they are cancelling without giving a reason. The Consumer then has a further 14 days to return or make the Goods available for return.
  3. The statutory cancellation right does not apply to Goods genuinely made to the Consumer’s specifications or clearly personalised where the legal exception applies. We will not rely on that exception merely because standard Goods are manufactured after ordering or selected from standard catalogue options.
  4. The Consumer may cancel by using the model form in Schedule 6, the electronic cancellation function made available on the Website, or any other clear statement sent to info@greenloopglobal.com. Use of the model form is optional.
  5. We will refund the price and the cost of the least expensive standard outbound delivery option within the period required by law. We may withhold the refund until the Goods are returned or the Consumer provides evidence of return. We may deduct diminished value caused by handling beyond what is reasonably necessary to inspect the Goods.
  6. The Consumer bears the direct cost of returning non-faulty Goods after withdrawal only if that obligation and, for Goods not normally returnable by post, a reasonable estimate of the cost were disclosed before the Order was placed. We bear return costs for faulty, misdescribed or otherwise non-conforming Goods.
  7. Subject to the statutory conditions, a Consumer ordinarily has a 30-day short-term right to reject Goods that do not conform to the contract. Repair, replacement, price reduction and a final right to reject may also be available. These rights are separate from the 14-day withdrawal right.

SCHEDULE 5 - NETHERLANDS AND EUROPEAN UNION CONSUMERS

  1. Nothing in this Policy limits mandatory rights under Dutch or European Union consumer law. Goods must conform to the contract, and remedies for non-conforming Goods may include repair, replacement, price reduction or termination and refund.
  2. For a distance Order, the Consumer ordinarily has 14 days beginning on the day after taking physical possession of the Goods to withdraw without giving a reason. After notifying us, the Consumer ordinarily has a further 14 days to return the Goods or make them available for agreed collection.
  3. The withdrawal exception for Goods made to the Consumer’s specifications or clearly personalised applies only where the legal requirements for that exception are satisfied. Standard Goods are not exempt merely because they are Made-to-Order Goods.
  4. The Consumer may withdraw by using the model form in Schedule 6, the electronic withdrawal function made available on the Website, or any other unequivocal statement sent to info@greenloopglobal.com. Use of the model form is optional.
  5. We will refund payments, including the cost of the least expensive standard outbound delivery option, within the period required by law. We may withhold the refund until the Goods are returned or the Consumer provides evidence of return. A deduction for diminished value may be made only where permitted by law.
  6. The Consumer bears direct return costs for a non-faulty withdrawal only where that obligation and, for Goods not normally returnable by post, the required reasonable cost estimate were disclosed before the Order was placed. We bear return costs for non-conforming Goods.
  7. We will maintain an electronic withdrawal or cancellation function where required by applicable Dutch or EU law and will acknowledge an electronic withdrawal in a durable form.
  8. If the Website, checkout or customer communications are offered in Dutch, we will make this Policy and material withdrawal information available in Dutch or otherwise ensure that the information is clear, intelligible and accessible to the Consumer.

SCHEDULE 6 - MODEL WITHDRAWAL / CANCELLATION FORM

Complete and return this form only if you wish to withdraw from an eligible United Kingdom, Netherlands or European Union distance contract. You may instead send any other clear cancellation statement.

To Green Loop Global Pty Ltd
Level 5, 447 Collins Street, Melbourne, Victoria 3000, Australia
Email: info@greenloopglobal.com
Notice I/We give notice that I/We withdraw from the contract for the sale of the following Goods:
Goods
Order number
Ordered on / received on
Customer name
Customer address
Signature and date Required only if this form is submitted on paper.