Refund policy
Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
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### Eligibility for Returns
To be eligible for a return, your item must be:
- Unused and in the same condition that you received it
- In its original packaging
- In resellable condition
You’ll also need the receipt or proof of purchase.
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### Return Process
To start a return, you must contact us at mygrana04@gmail.com with your order number and reason for return.
Important:
- Returns must be approved before being sent.
- Items sent back without prior authorization will not be accepted.
If your return request is approved, we will provide instructions on how and where to send your package.
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### Return Shipping Costs
Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
We do not provide prepaid return shipping labels.
Original shipping costs are non-refundable.
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### Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If your item is defective, damaged, or incorrect, you must contact us within 48 hours of receiving your order at mygrana04@gmail.com, including photo or video evidence.
We will evaluate the issue and make it right.
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### Non-Returnable Items
We do not accept returns for:
- Used or worn items
- Items not in original condition or packaging
- Sale items or gift cards
- Personalized or custom-made products
- Perishable goods
- Personal care goods (for hygiene reasons)
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### Exchanges
We do not offer direct exchanges.
If you wish to exchange an item, you must return the original item (if eligible) and place a new order.
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### Refunds
Once we receive and inspect your return, we will notify you of the approval status.
If approved, your refund will be processed to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card provider to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at mygrana04@gmail.com.
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### Return Address
Returns will be sent to the address provided after your return request is approved.
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### European Union – 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason.
The item must be unused, in original condition, and in its original packaging, with proof of purchase.
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### Important Notes
We reserve the right to refuse returns that do not meet the conditions outlined in this policy.
We are not responsible for returns lost in transit. We recommend using a trackable shipping service.
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For any questions, contact us at: mygrana04@gmail.com