Return and Refund Policy

What to do if there is a problem with your order?

We understand that things do not always go as planned – if your delivery contains damaged, incomplete, or incorrect items, we are here to help. Please contact us at:
📧 info@grasivo.com

Returns and refunds are only possible within 30 days of receiving your delivery.

Damaged or missing items

If your package arrives damaged or incomplete, please send us an email with a photo of the affected item. After reviewing your claim, we will take the necessary steps to compensate you as quickly as possible.

Incorrect items delivered

If you received incorrect items, please send us an email with a photo of the delivery note and the incorrect items. After verification, we will either send you a replacement or offer another form of compensation.

Compensation options

Depending on the case, we offer the following solutions:

Full refund of the item or the total value of your order
Store credit in the form of loyalty points equal to the value of the item, credited to your customer account
Replacement shipment via FedEx or GLS

Please indicate in your email which option you prefer.

Exceptions

Please note:

Items on sale/clearance are non-refundable, non-exchangeable, and sold as is.
We assume no liability if the customer provided an incorrect address or incorrect payment information.

Please carefully check your details before confirming your order. If you notice an error, contact us immediately by email before shipment.

Submitting a return request

To ensure smooth processing, please include the following information in your return request:

Your full name
Your order number
Your address
Your phone number
A detailed reason for the return

After your request is approved, our team will send you all return instructions by email. In some cases, returning the item may be required in order to receive a replacement.