Returns and Refunds
Q. Do you accept requests for returning a product that I bought from your website?
A. Yes, we do have a policy for accepting returns of products that were bought by you from our website.
Q. In how many days after receiving the products can I return the product back to you?
A. You must inform us within 14 days from the date of delivery of the parcel that you wish to return the goods.
Please write to us clearly stating your order number. You should then, return the product within 30 days from the date of delivery. We recommend that the parcel be sent via registered post with insurance. Please ensure that the product is unused, in original condition and packed in its original packaging to ensure safe arrival at our office. We would not be able to process any refund if the parcel or its contents are damaged in transit.
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 we have received the products back from you. A full refund shall be processed provided the product is received in its original condition.
If in case the product is found to be damaged when we receive it, we reserve the right to refuse any refund. This does not affect your statutory rights.
If you wish to return a parcel for which Gift Wrapping Service was used, the fee paid for Gift Wrapping Service fee will not be refunded.
Q. What is the deduction for return of an undelivered parcel?
A. Our fee for this is equal to the cost of return that we pay to the courier company. There is no other charge. This charge can vary but is normally equal to the fee paid by you.
Q. Will I have to pay for returning products to you, or you have a system by which you can get products collected?
A. You will have to send the products to the stated Return Address (given below) 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.
If you request us to collect the parcel from your address then we shall deduct the cost of collection from the amount due for refund. Please write to us if you wish to avail this facility.
Grehom Customer Service
Mail Box One
Solent Business Centre
343 Millbrook Road West
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. 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 and if possible a couple of pictures showing the damage.
On receipt of your e-mail, 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 e-mails within one working day and despatch a replacement quickly.