Refund policy
Please read carefully the refund policy , if you any question please use the contact us page .
THE PRODUCT NEVER ARRIVED:
our estimate of the shipping time is between 7-12 days, not counting the preparation and shipping of the products which is between 1 to 3 days, so please if your products have not arrived max 15 days Please give it more time up to 21 days max as there are some situations we cannot control like weather, mail delays and customs. If your products have not arrived after 21 days, we will give you a 100% refund unless the shipping address isn't correct.
DAMAGED ON ARRIVAL:
if your product arrived damaged, please take photos and videos and send them to our customer support at help.gratani@gmail.com After verification of the support and confirmation of the case, you will have two options: we will send you a new product or give you a 100% refund.
DEFECTIVE OR BROKEN MANUFACTURER AFTER USE :
You have 30 days after the arrival of your product to report any problem with your product, if the product does not work during this period or is defective, you can return it to us at your expense and we will refund the amount. total per store credit so that you can reorder your new product.
CHANGE OF OPINION :
You have 30 days after receipt of your product to return it to us. if you want to process you need to contact us at: help.gratani@gmail.com we will send you a return address, please keep in mind that we only accept returns for products that are not used, washed and need to be in their original packaging.
EXCHANGE:
If you wish to exchange your product, you have 30 days after receiving it to do so. Please keep in mind that to exchange your product must be unused and in its original packaging you will need to send it to us at your expense. Please contact our support at: help.gratani@gmail.com to help you with the process.
WRONG PRODUCT:
If you received the wrong product, you have 30 days to return it to us at your expense and we will give you a 100% refund.
If you need help you can contact us at: help.gratani@gmail.com Monday to Friday: 9:30 - 18:30
-Return Policy
We want you to love your Gratani Products as much as we do. If there is any reason you are not satisfied with your Items, you have 30 days to return them with a money-back guarantee.
1. Returns Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We currently do not provide you with return shipping labels.
To start a return, contact us at help.gratani@gmail.com If your return is accepted we will send you instructions on how and where to send your package. Please be aware that you will need to send your product back in its original packaging. Items not returned in their original package will be subject to a partial refund. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at help.gratani@gmail.com.
To be eligible for returns：
- Products must be Returned and must include all accessories.
- Products must be Items must be in the original packaging (open boxes and bags are acceptable).
The following products cannot be returned for the below reasons.
- Products without sufficient proof of purchase
- Items that have expired their warranty period
- Non-quality-related issues (after the 30-day-money-back scheme)
- Free products
- Repairs through 3rd parties
- Damage from outside sources
- Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, and operating devices improperly)
- Purchases from unauthorized resellers
2. Return Shipping Cost
Restocking fee: No restocking fee.
For damaged/ wrong Products: Sending damaged or wrong products, we will be liable to pay the return shipping cost.
Customer remorse: For buying the wrong product or wanting to exchange the products. The customer will be liable to pay the return shipping cost.
3. How to return
Step 1: Please email our customer service representatives at help.gratani@gmail.com to request the exchange/return.
Step 2: Upon receipt of your exchange/return request, our customer service representative will email you the exchange/return instructions and the exchange/return address. Please follow the instructions to process the exchange/return. We would appreciate it if you could provide us with some photos as return materials.
Step 3: You will receive a refund within one week or have an exchange order processed after we receive your package. We'll email you once processing your refund or exchange.
4. Refunds (if applicable)
Once your cancellation request is received or your return is delivered to us and inspected, we will send you an email to notify you that we have received your request. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund, check your bank account first.
Most banks take between 1-3 business days to complete the refund process and release the amount to your statement. Please contact us at help.gratani@gmail.com and request your Authorization Number and provide this number to your bank if the timeframe has been exceeded since your request and your amount is still not reflected on your bank statement.
You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary