Frequently asked questions

We want you to be completely satisfied with your Greenworks product.Therefore, we collected frequently asked questions to make sure you have all the information you need.

Orders Payments Delivery & Shipping Returns Warranty & Repair General
Orders
I have a problem with my order, what can I do?

We need more detailed information to be able to help you in the best possible way. Please contact us using the contact form below and we will get back to you as soon as possible!

I would like to change my order, is that still possible?

Once you have placed your order, you can no longer make any changes. If you have any specific questions, please contact our customer service team using the contact form below.

Where is my order?

Your parcel will normally be dispatched within 24 hours (Monday to Friday). As soon as the carrier has picked up your package, you will receive an e-mail with a tracking link. You can use this link to track your parcel from our warehouse to your home. Have you been waiting for over 48 hours and still haven't received an e-mail with the shipping confirmation? Please contact us and we will see how we can help you as quickly as possible.

Parts of my order are missing, what should I do?

If you are missing any parts of your order, please fill out the contact form below and we will get back to you as soon as possible! Good to know: due to the special transportation requirements of lithium-ion batteries, rechargeable batteries are usually shipped separately.

The packaging of my order is damaged, what should I do?

Unfortunately, there may be cases where the packaging of some orders has been damaged during transportation. If this is the case, please contact our customer service using the contact form below. Please do not forget to include pictures of the damage.

How do I know that my order has been processed?

Once you have successfully completed your order, you will automatically be taken to our thank you page. In this context, you will also receive an e-mail with an order confirmation. If you have not landed on our thank you page or have not received an order confirmation from us by e-mail, there is a risk that a technical error has occurred. Check whether the amount has been debited from your account. If this is not the case, you can place a new order. If money has been withdrawn, contact us using the contact form below.

Payments
What are the payment methods?

In Germany you can pay with Credit Card, Paypal, Klarna, Google Pay, Apple Pay and Shop Pay.

In France and Italy you can pay with Credit Card, Google Pay, Apple Pay and Shop Pay.

In Sweden you can pay with Credit Card, Klarna, Google Pay, Apple Pay and Shop Pay.

My payment was refused, what should I do?

If your payment has been declined, please contact us and let us know what error message was displayed. We will do our best to help you as quickly as possible.

Delivery & Shipping
What are the shipping costs?

Shipping is free for all orders.

How can I track my order?

When your order has been shipped, you will receive an e-mail with information about your shipment, such as carrier and tracking number. If you do not receive a purchase confirmation within 2 working days from the order date, please contact our customer service.

Can I select the shipping method for my order?

We currently use different carriers to ship our products. We always automatically select the most suitable shipping method for your location. As soon as your product has been shipped, you will receive a shipping confirmation by e-mail. The shipping confirmation will also contain a tracking link that you can use to track your delivery.

What is the delivery time?

The delivery time is normally 1-3 working days. Our aim is to ship your order as quickly as possible, usually within 24 hours on working days. You will receive an order confirmation immediately after placing your order. You will also receive a shipping confirmation email once we have shipped your order. The shipping confirmation will also contain a tracking link that you can use to track your package. If you have not received a shipping confirmation within 48 operating hours of placing your order, please contact us. The parcel will be delivered by DHL, GLS or UPS depending on your location.

Returns
How long does it take to receive a refund?

Once we have received your return at our warehouse, we will carry out an inspection. This is part of the return process. After the processing of your return is complete, we will send a refund. Please note that refunds may take a few bank working days depending on the payment method chosen.

How do I proceed if I want to make a return?

You can initiate a return under "Returns" in your account or visit https://return.greenworkstools.eu/orders-lookup. We have a 30-day right of return from the time you receive our product. Please remember that the product must be in its original packaging and cleaned of any dirt.

When can I return a product to request a refund?

We only accept returns and refunds for new and unused products, in original packaging.

If there is an issue upon delivery, set up, or start up, please contact us by submitting a request with further details.

Please review our full policy below.

What is the process when an item is Damaged?

Follow the steps below if you have received a damaged.

  1. Submit the request through the online return portal within 30 days of the shipment reception to begin the refund process.
  2. Once approved, you will receive an email with return shipping instructions and will be provided with a return shipping label.
  3. Affix the return shipping label provided to original packaging and return the original item.
  4. Once we receive the shipment, we will process your refund. 

It is important to note, that in order for the refund to be successful, you must include all accessories and items that were included as part of the originals shipment delivered to you. This includes combo kits. All pieces of the combo kit must be included in the return in order for the refund to be successful. Please keep in mind that products must be unused. 

If you have received a damaged item, please follow the return policy online and initiated your return here.* 

What is the process for returns for Other Reasons

Follow the steps below if you are returning product for one of the following reasons*:

  • Bought by mistake
  • Item arrived too late
  • No longer needed

Your refund will be processed after your return has been received at our facility and must take place within 30 days of receipt of shipment. Shipping costs will be deducted from the refund. We only accept returns and refunds for new and unused products. 

  1. Submit the request through the return portal within 30 days of receipt of shipment.
  2. You will receive an email with return shipping instructions and will be provided with a return shipping label.
  3. Affix the return shipping label provided to the original packaging and return the original item within 30 days.
  4. Once the shipment has been received by our facility and inspected, we will process your refund, minus shipping costs. 

* We only accept returns and refunds for new and unused products, in original packaging.  If a return happens to be granted, please note that return shipping will be deducted from the refund per our policy.

Warranty & Repair
Warranty Conditions

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How do I submit a warranty claim?

You can submit a warranty claim using the contact form below. You will need proof of purchase (receipt). It is also important that the product is clean. If you do not have an invoice, please provide us with your order number.

Please note that if you did not purchase your product via our webshop, you must submit the warranty claim to the point of sale where you purchased your product.

How long is the warranty period?

For private use, we offer a 36-month warranty on products and chargers and a 24-month warranty on rechargeable batteries. For commercial use, we offer a warranty period of 12 months on products, chargers and batteries.

My product is defective, what should I do?

We need more detailed information to be able to help you in the best possible way. Please contact us using the contact form below and we will get back to you as soon as possible!

General
Which battery can I use for my garden tool?

You can use all batteries within the same voltage range. Example: If you have a 40V tool, you can use both 2Ah and 4Ah 40V batteries for your garden tool.

How can I recycle my garden tool?

Please dispose of your tool in accordance with EU regulations. Very important: Do not dispose of our products as normal waste!

Where can I buy product accessories?

You can find a selection of accessories on our support page and on the product page of your device here on our website. By the way, you can also purchase Greenworks accessories from KRAMP dealers using the article number. Find a KRAMP dealer near you here Kramp. Are you unsure which accessory you need or which article number an accessory has? Read here

Still got questions? Get in touch with us!

Fill in the contact form by clicking on the button below and we will make sure to get back to you as soon as we can!

Contact us