Returns and Refunds

Q. What is your returns policy?
A. We hope that you would not have to return an item bought from us but if you do, please send us an email at customerservice@grehom.com. In your email, please include the following information:

1. Your Order Number
2. hort description of the reason to return the item(s) bought from us
3. If the item(s) are faulty, please include a photo evidence to support your claim
4. If the products are received in unsatisfactory or damaged condition, please include photos of the product as well as photos of the inner and the outer packaging

For items that are listed on our website as sold on a “pre-order” basis, we are unable to accept any request for return and refund as these items may have been produced especially for you. If such an item is received in damaged condition or has a fault, we would need photo evidence to support your claim. If your evidence is accepted by us, we would arrange to replace the faulty or damaged product.

To approve a return, our main considerations are:

• Your request to return should be received within 14 days of delivery of the item counting the date of delivery as Day 1.
• If there is damage to the item or outer box, then we should receive your request within 24 hours of receipt of the item. Please include photos of the item, outer and inner box.

Once we receive your request, we will approve it if it satisfies the above considerations. Once you receive our authorisation, please arrange to return the unwanted item(s) to us at the address provided in our authorisation. Such items should be received by us within 30 days of their delivery to you and for a full refund they should be in their original packaging as well as re-saleable condition.

Please do not return an item to us without prior approval from us as per the process described here. If an item is received without our approval, we would not process any refund. Such returns are classified as unauthorised.

Our policy is compliant with UK Consumer Contracts Regulations 2013.

For pro-forma and trade orders, terms and conditions mentioned on the pro-forma invoice will be applicable.

Q. Is there any fee that you will deduct from the refund?
A. Ordinarily we do not deduct any money from the total amount paid by you. We process refunds only after receiving the products from you. A full refund shall be processed provided the product is received in its original, resalable condition. We cannot process a full refund in the following circumstances:

• The items returned by you are received in damaged or used condition by us. This does not affect your statutory rights.
• Gift Wrapping Service was supplied.
• For Premium Shipping (2 Day, Next Day, Nominated Day) service refund is equal to the standard shipping fee applicable at the time of placing the order.
• Pre-order items are especially made or ordered for you and will not be refunded.
• For International returns, refunds would be processed after deduction of Customs Duty & Clearance Fees. Such refunds will be processed only after receiving the final invoices from the carrier. It is not possible to provide time estimates for these refunds as it can vary.
• Items sold as "Seconds".
• If your order has availed our Free Shipping offer, we will deduct an amount equal to the standard shipping fee from the refund in the event your net order (after returns) falls below the eligibility for Free Shipping.

Q. What is the deduction for return of an undelivered parcel?
A. If your parcel is returned to us as undelivered, we will take reasonable steps to contact you and arrange re-delivery of your order at our cost if our carrier has returned the items incorrectly. However, if you do not reply to our emails, we will classify such a return as unauthorised and no refund will be applied.

For International returns, refunds would be processed after deduction of Customs Duty & Clearance Fees. Such refunds will be processed only after receiving the final invoices from the carrier. It is not possible to provide time estimates for these refunds as it can vary. If the amount of deduction required is higher than the total amount paid, then a supplementary invoice will be raised to cover the remaining amount.

Q. Will I have to pay for returning the items to you?
A. You will have to send the items to the stated Return Address (provided in our email approving your return request) at your own cost. We recommend that you use a signed-for delivery service (registered post with insurance) to ensure that the product can be tracked and traced. Such a service would allow you to seek compensation from your shipper (courier) if your parcel or its contents are damaged in transit or if your parcel is lost.

Q. If I receive my parcel with damaged outer packaging or with a damaged product, what should I do?
A. If at the time of delivery you find that the outer packaging is damaged, we request you to not accept the parcel. Please ask the delivery person to mark your parcel as “damaged”.Our courier company will return the parcel to us and we shall ensure a replacement is sent to you, subject to availability of stock at that time. If we are unable to replace, then we shall process a full refund of your order.

If the courier company refuses to take the parcel back, please accept the parcel only after annotating your receipt with remarks "parcel received in damaged condition". Write to us immediately with your order number.

If in case the outer packaging was fine but the product inside is damaged, we recommend that you put the product in its original packaging and write to us immediately with details of damage along with photos showing the damage. If there is damage to the item or outer box, then we should receive your request within 24 hours of receipt of the item. Please include photos of the item, the outer and the inner box.

Upon receipt of your email, we would arrange to process a refund. In some cases, we may need to seek more information before we are able to process a refund or send a replacement. We are able to respond to your emails within one working day and if required, ship a replacement at the earliest possible.