Wholesale Warranty Claims – How to Request a Replacement

If one of your customers experiences an issue with a device purchased from your store, you can lodge a warranty claim through your GreenMart Wholesale account manager or directly through our support team.

Important: GreenMart Wholesale does not handle warranty requests from end consumers.
As a wholesale partner, please follow your own store’s returns and refund procedure with your customer.
GreenMart will only process the warranty replacement for you as our direct customer.

1. How to Submit a Warranty Claim

Step 1 — Contact Us

Please email support@greenmart.com.au with:

• Your business name

• Order or invoice number

• Product name or SKU

• A short description of the issue reported by your customer

Step 2 — Provide Required Evidence

To correctly assess the warranty claim, please attach:

• A video clearly showing the issue occurring

• A photo of the device

• A photo of the serial number, if applicable

• Any troubleshooting steps already attempted

Note: A video is required for all warranty claims.
Claims cannot be assessed without complete evidence.

2. Assessment Process

Once your email and evidence are received:

1. Our Support Team will review the video and images

2. We may provide troubleshooting or device-setting guidance if the fault can be resolved

3. If the issue is confirmed as a manufacturer's defect, the claim will be approved for replacement

Most claims are reviewed within 1–2 business days.

3. Warranty Replacement Options

If a warranty replacement is approved, we will supply a replacement to you (the wholesale customer).
Replacements are not shipped to the end customer directly.

You may choose:

Option A — Add to Your Next Wholesale Order (Recommended)

• Replacement unit added to your next shipment

• No additional shipping cost

• Simplifies logistics and consolidates deliveries

Option B — Ship Replacement Immediately

• Used when you need the replacement urgently

4. Shipping Fees

• Returning the faulty unit (if required): covered by the wholesale customer

• Sending the replacement to you: covered by GreenMart Wholesale

Some manufacturers may require the faulty device to be returned for analysis; in these cases, we will notify you.

5. Turnaround Times

• Assessment: 1–2 business days once video evidence is received

• Replacement dispatch: same or next business day after approval (if shipping immediately)

• Add-to-next-order replacements: included in your following scheduled wholesale order

6. Contact Us

If you wish to lodge a warranty claim or need further assistance:

📧 support@greenmart.com.au

We’re here to support you and your customers every step of the way.