Refund & Returns | grenalix.com

REFUND AND RETURNS

We want you to be happy with every purchase from Grenalix. If something isn't right, here's how our return and refund process works.

Right of Withdrawal
As a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. To exercise this right, contact us at info@grenalix.com with your order number and let us know you'd like to return your item. A clear statement by email is enough.

Return Conditions
To make the return process smooth, items should be:

unused and in the same condition as received;
in their original packaging, with all accessories, parts and inserts included;
accompanied by proof of purchase, such as your order number or receipt.

You may handle an item as you would in a shop to check it. If an item has been used beyond this, for example used with food, washed or visibly worn, we may deduct an amount for the loss in value, as permitted by law.

Personalised or made-to-order items are excluded from the right of withdrawal unless they arrive faulty. This includes engraved boards or custom-sized pieces.

How to Start a Return
Email us at info@grenalix.com with your order number and the reason for your return. Our team will explain the next steps and tell you where to send the item.

Refunds
Once you've told us you are withdrawing, we will refund your payment, including the original standard shipping cost, within 14 days. We may wait until we have received the returned item, or proof that you have sent it back, before issuing the refund. Refunds are made to your original payment method.

Return Shipping Costs
Unless the item you received was faulty, damaged or incorrect, you are responsible for the cost of return shipping. If the item arrived damaged or was not what you ordered, contact us and we'll find the best solution with you, including covering the return shipping costs.

Late or Missing Refunds
If you haven't received your refund after some time, please check with your bank or payment provider first, as processing times vary. If it still hasn't arrived, contact us at info@grenalix.com and we'll look into it.

Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or isn't what you ordered, contact us as soon as possible at info@grenalix.com. Include your order number and photos of the item and packaging so we can resolve it quickly. Your statutory warranty rights apply in addition to this policy.