Refund policy
Refund & Returns Policy
Last updated: September 26, 2026
Thank you for shopping with GrindGALLERY.
This Refund & Returns Policy explains the conditions applicable to order cancellations, returns, exchanges, refunds, and defective or incorrect products purchased through our online store.
Nothing in this Policy is intended to limit any mandatory consumer rights that may apply under the laws of the country in which you reside.
1. Right of Withdrawal
Customers in the European Union
If you are a consumer located in the European Union, you generally have the right to withdraw from your online purchase within 14 calendar days without providing a reason.
The withdrawal period begins on the day you, or a third party designated by you other than the carrier, receives the goods.
If an order contains several products delivered separately, the withdrawal period begins when the final product from that order is received.
Customers in the United Kingdom
Customers located in the United Kingdom may also cancel eligible online purchases within 14 days of receiving the goods, subject to applicable UK consumer law and the exceptions described below.
Customers Outside the European Union and United Kingdom
For eligible orders delivered outside the European Union and United Kingdom, GrindGALLERY provides a 14-calendar-day commercial return period beginning on the date the order is delivered.
This commercial return policy does not replace or restrict any mandatory consumer rights that may apply in your country.
2. How to Request a Return
To request a return, please use the Contact Us page available on our website.
Your request should include:
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Your order number.
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The reason for the return.
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A brief description of the circumstances relating to the return.
You do not need to provide a reason when exercising a statutory right of withdrawal where applicable. Providing this information may, however, help us process your request.
Please do not send products back without first receiving return instructions from GrindGALLERY.
The return address is provided privately as part of the return process and is not published on our website.
3. Return Shipping Costs
For returns resulting from a change of mind or the exercise of a right of withdrawal, the customer is responsible for the direct cost of returning the goods, where permitted by applicable law.
This includes any applicable:
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Shipping costs.
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Packaging costs.
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Customs charges.
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Import or export duties.
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Taxes or other charges associated with the return shipment.
We strongly recommend using a tracked shipping service appropriate for the value and nature of the product.
The customer remains responsible for the return shipment until the goods are delivered to the designated return location, except where applicable law provides otherwise.
4. Condition of Returned Products
Returned products should be sent back with all components, accessories, protective materials, and packaging supplied with the product, where reasonably possible.
Customers are responsible for taking reasonable care of the products while they are in their possession.
For customers exercising statutory withdrawal rights in the European Union or United Kingdom, you may inspect and handle the product to the extent reasonably necessary to establish its nature, characteristics, and condition.
If a product has been handled beyond what is reasonably necessary and this results in diminished value, GrindGALLERY may make an appropriate deduction from the refund where permitted by applicable law.
Products must not be deliberately damaged, altered, modified, painted, disassembled, or otherwise materially changed after delivery.
For commercial returns that are not based on a mandatory statutory right, GrindGALLERY may require the product to be returned unused and in the same condition in which it was delivered.
5. Personalised and Custom-Made Products
The right to return a product due solely to a change of mind may not apply to goods that:
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Have been made according to the customer's individual specifications.
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Have been clearly personalised for the customer.
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Have been produced specifically for the customer in circumstances where applicable consumer law excludes a right of withdrawal.
- handmade or hand-painted
This may include certain personalised or commissioned GrindGALLERY pieces.
This section does not affect your rights where a personalised or custom-made product is faulty, damaged, incorrect, or otherwise not in conformity with the contract.
6. Sale and Discounted Products
Products purchased during a sale, promotion, or at a discounted price remain subject to any mandatory consumer rights applicable to the purchase.
Where a statutory right of withdrawal applies, a product will not be excluded from that right solely because it was purchased at a reduced price.
For customers relying solely on GrindGALLERY's commercial return policy outside jurisdictions where a mandatory withdrawal right applies, certain discounted, clearance, or final-sale products may be designated as non-returnable before purchase.
Any such restriction will be clearly indicated on the relevant product page or before the order is completed.
This does not affect rights relating to products that are faulty, damaged, incorrect, or not as described.
7. Refunds
Once a valid return has been received and, where appropriate, inspected, any refund due will be issued using the same payment method used for the original purchase, unless another method is required or expressly agreed in accordance with applicable law.
Where EU withdrawal rights apply, we will reimburse payments as required by applicable consumer law, including the cost of the least expensive standard delivery option originally offered, where applicable.
Additional delivery charges resulting from the customer's choice of a premium or expedited shipping service are not refundable beyond the cost of the standard delivery option where applicable.
We may withhold a refund until:
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We have received the returned goods; or
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The customer has provided evidence that the goods have been sent back,
whichever occurs first, where permitted by applicable law.
After a refund has been issued by GrindGALLERY, the time required for the funds to appear in your account may depend on your bank, payment provider, or card issuer.
8. Exchanges
GrindGALLERY does not currently operate a direct exchange system.
If you wish to replace an eligible product with another product, you should:
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Request a return through the Contact Us page.
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Return the original product in accordance with this Policy.
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Place a new order for the desired product.
The new order is treated as a separate purchase.
Any applicable return costs remain the responsibility of the customer except where mandatory law requires otherwise.
9. Damaged, Faulty or Incorrect Products
Please inspect your order after delivery.
If you believe that the product received is:
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Damaged.
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Defective.
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Incorrect.
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Missing components.
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Not as described.
please contact us through the Contact Us page and provide your order number, an explanation of the issue, and, where reasonably requested, photographs or other information that allows us to assess the problem.
Where applicable consumer law requires GrindGALLERY to provide a remedy for defective, damaged, incorrect, or non-conforming goods, we will provide the remedy required by that law.
Depending on the circumstances, this may include repair, replacement, a price reduction, or a refund.
Where applicable law requires the remedy to be provided without cost to the consumer, GrindGALLERY will bear the necessary costs associated with that remedy, including applicable return shipping costs.
This section is separate from returns made solely because a customer has changed their mind.
10. Order Cancellation
Orders may be cancelled before they have been dispatched.
To request cancellation, contact us as soon as possible through the Contact Us page and provide your order number.
We aim to process orders within approximately 3 business days, although processing times may vary depending on order volume, product availability, production requirements, holidays, or other circumstances.
Submitting a cancellation request does not guarantee that an order can be stopped if it has already entered the shipping process.
If an eligible order has already been dispatched, the customer may request a return after receiving the product in accordance with this Policy and any applicable statutory rights.
11. Shipping and Tracking
Orders may be shipped using established international carriers.
Tracking information is provided where available.
Tracking information is supplied by the relevant carrier and may occasionally be delayed, inaccurate, or temporarily unavailable due to circumstances outside GrindGALLERY's direct control.
A delay or error in tracking information does not, by itself, mean that an order has not been dispatched.
Nothing in this section limits any responsibility GrindGALLERY may have under applicable consumer law for delivery of the order.
12. International Returns and Customs
Customers returning products internationally are responsible for arranging the return shipment in accordance with the instructions provided by GrindGALLERY.
For change-of-mind returns, the customer is responsible for return shipping costs and, where permitted by applicable law, any customs duties, taxes, brokerage fees, import charges, export charges, or similar costs associated with the return.
Customers should clearly follow the customs instructions provided as part of the return process.
GrindGALLERY is not responsible for charges resulting from incorrectly completed customs documentation or a customer's failure to follow the return instructions, except where applicable law provides otherwise.
13. Return Deadline After Notification
Where EU withdrawal rights apply, the customer must return the goods without undue delay and no later than 14 days after informing GrindGALLERY of the decision to withdraw.
For other returns, any deadline communicated during the return process must be followed.
14. Changes to This Policy
We may update this Refund & Returns Policy from time to time to reflect changes to our operations, services, or applicable requirements.
The version applicable to your order will be subject to any mandatory consumer rights and the terms presented to you at the time of purchase.
15. Contact
All cancellation, return, refund, exchange, or product issue requests should be submitted through the Contact Us page available on the GrindGALLERY website.
Please include your order number and enough information for us to identify and process your request.