Refund policy

30 days, any reason

You have 30 days from the day your order is delivered. You do not need to explain why, and there is no restocking fee.

If it arrives faulty

Email us a photo or a short video of the problem and we will refund you in full, or send a replacement, whichever you prefer. Keep the item. We are not going to ask you to find a box, print a label and stand in a queue for something that should have worked when it arrived.

We ask for the photo because it is how we get the fault in front of our manufacturing partner, so the next customer does not receive the same unit. Refunds on faulty items are issued within 2 business days of us seeing it.

This applies to one order per customer.

If you simply changed your mind

You have two options, and you can pick whichever suits you:

• Keep it and take a partial refund. Email us and we will agree an amount, immediately, with nothing to send back.
• Send it back for a full refund. Email us for the return address. Return postage is yours to cover on a change of mind, and we refund the full purchase price once the item reaches us.

Please include the accessories that came in the box. Having actually used the thing is expected and is not a problem.

If it never arrives

Covered in our Shipping Policy. Past 20 business days we replace or refund in full, and there is nothing to return.

Refund timing

We issue refunds within 2 business days of approving them. Your bank or card issuer then takes a further 5 to 10 business days to post the money to your account. That second part is outside our control and we cannot speed it up, so we would rather you hear it from us now than wonder later.

Contact

support@grimewell.com. We answer within one business day.