At Green Lion Disto Ltd, we are committed to providing high-quality products and excellent service to our wholesale partners. Please review our return policy carefully.
Change of Mind Returns
If you’ve had a change of heart about your purchase, you generally have the right to cancel your order and return the items. You can do this within 14 days of receiving your products.
However, there are a couple of important conditions: we can’t accept returns for items that have been opened after delivery or appear to have been used, mainly for hygiene reasons. If you decide to cancel, please make sure to keep the products in your possession and take reasonable care of them, meaning you shouldn’t use them.
To let us know you’d like to cancel, send a clear statement to sales@greenliondistro.com. Be sure to include your name, address, details of the order you wish to cancel, and your phone number and email address if you have them.
Once you’ve notified us, you’ll need to send the products back to us at your own cost within 14 days of your cancellation notice. Please keep proof of postage.
After we receive the returned items, we’ll process your refund. This will cover the cost of the products and the standard delivery charge (though not any extra costs if you chose a more expensive delivery option than our standard one). We’ll make the reimbursement using your original payment method within 14 days of getting the products back. Just a heads-up: we might deduct from your refund if the products have lost value due to you not taking reasonable care of them.
Eligibility for Returns
We understand that issues can sometimes arise. To be eligible for a return, you must contact us within 24 hours of delivery of your order. Any return requests made after this 24-hour window will not be accepted.
Defective Goods
In the unfortunate event that your order arrives damaged or contains defective items, please notify us immediately within the 24-hour window. We will require photographic evidence of the damage or defect. Upon verification, we will arrange for the dispatch of replacement stock for the affected goods. Please retain all original packaging, as it often contains crucial batch and serial number information necessary for investigation with manufacturers.
Lost or Damaged Shipments
If your order arrives with any breakages or shortages, it’s essential that you notify us within 24 hours of delivery, as we cannot accept claims after this limited timeframe (which is due to the fact we have a limited window to file claims with our courier). Please email us photo evidence of any breakages for our records. If your parcel appears damaged upon arrival, it’s crucial to sign for it as “damaged” when you receive it to facilitate the claim process.
Furthermore, if your delivery was handled by a third-party company and contains broken or missing items, you must follow all their specific procedures (such as completing a missing parcel form) in addition to submitting any relevant requests to us. In such cases, please ensure we are included in all communication between yourself and the third-party delivery company (e.g., by CC’ing us on emails).
How to Initiate a Return
If you need to initiate a return based on the eligibility criteria above, please contact our customer service team on +4420 3154 4988 or sales@greenliondistro.com within 24hrs of receiving your parcel, with your original order number and a detailed reason for the return. For damaged or lost items, please include clear photographs and refer to ‘Lost or Damaged Shipment’ above to complete the required steps.
Important Notes and Exclusions
For hygiene and safety reasons, we cannot accept returns for products that have been opened, used, or removed from their sealed packaging, e.g.:
Opened e-liquids
Tanks, atomizers, or pods that have been filled with liquid or used
Vape kits that have been filled with liquid or used
