If you have received an incorrect, defective, damaged or incomplete product, a return form must be submitted via the customer service portal with photos of the product received. If the products are deemed defective, they can be refunded for a partial or full refund to the credit card or other applicable payment account. Please note that minor damage to the packaging is not considered a defect.
Returns and refund policy
Returns
The products can be returned by private customers within 100 calendar days from the delivery date of the products. If the delivery of a product consists of several shipments or parts: the day on which the consumer, or a third party designated by him, has received the last part shipment. Deliveries to companies are excluded from our returns policy. Only when Grandado receives the returned product(s) in perfect condition and original packing a reimbursement of the entire cost of the purchase can be fulfilled by wire transfer within 14 days.
In order to apply for return please complete the returns form and follow the the step by step procedure as described in our Return Policy.
Returns Policy
Only when Grandado receives the returned product(s) in perfect condition and in original packaging, a refund of the full purchase price can be made.
We request that you return the products in the original packaging.
All returned products will be refunded provided they have not been used or damaged. Items that are damaged during return due to insufficient packaging may only be partially refunded at Grandado’s discretion.
During the cooling-off period, you may open the packaging. And you can try on or try out the product, just like in a normal store. But you may not do more than is necessary to assess the product. If the product loses value as a result, we can reduce the price when returning it. You may not open a sealed package. Preferably, leave the packaging intact as much as possible. And if you return the product, you must also pack it properly again.
There are some legally defined product groups that cannot be returned. These include products that spoil quickly or have a limited shelf life; Sealed products that are not suitable for return for reasons of health protection or hygiene; Products that are irreversibly mixed with other products after delivery due to their nature; Sealed audio, video recordings and computer software whose seal has been broken after delivery; The packaging of consumables, hygiene products and erotic articles must not have been opened (batteries, food supplements, mouthpieces, etc.)
Refund of returned products will only take place after:
a) fulfillment of all necessary conditions for return.
b) completing the return form.
Refunds
From the date of delivery, you have 100 calendar days to return a product and receive your paid order back. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period of 100 working days has expired.
Return and Refund procedure
To receive a refund for the returned product please follow the step by step procedure as described below:
STEP 1. INFORM GRANDADO
You must contact Grandado in order to confirm the return of any product.
In order to exercise your right of withdrawal and receive a refund of the paid order, you must inform us of your decision to withdraw from this contract by means of an unequivocal statement. To do this, please fill out the returns form returns form. You are free to make any other unequivocal statement explaining your decision to withdraw from this contract. For example, you can use the model withdrawal form as set out on the Grandado site, or you can contact our customer support. Please note, however, that the use of the returns form is preferable, as it is more convenient for us to process the electronic return orders, and in this case the return orders are processed much faster.
STEP 2. PROCESSING THE RETURN ORDER
After completing the return form, our employees of the returns department will contact you within a maximum of 2 working days and provide you with the return address. This way you can safely send your order without it getting lost.
Please note that neither of the Mediapress Ltd. addresses are suitable for returns. Please contact customer service to return your product.
STEP 3. RETURN YOUR PRODUCT
You shall return the product to the trader or to a person authorized by the trader to receive the goods, without undue delay and in any event not later than 14 days from the day on which you received the address for returning your order.
STEP 4. GET YOU MONEY BACK.
Grandado will reimburse all payments received from you, without undue delay and in any event not later than 14 days from the day on which you informed us of your decision to withdraw from this contract.
Grandado will carry out the reimbursement using the same means of payment that the consumer used for the initial transaction, unless the consumer has expressly agreed otherwise and provided that the consumer does not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
Reimbursement for shipping costs in the case of a return
Grandado will bear the costs of returning the goods. Notwithstanding the above, Grandado is not obliged to reimburse the additional costs if the consumer has expressly chosen a different method of delivery than the cheapest standard delivery offered by the trader.