Refund Policy
This policy applies to the following countries:
- Australia
You have the right to cancel your order up to 14 days after receipt without giving any reason. After cancellation, you have an additional period of 16 days to return your product.
Return conditions
Product condition: to be eligible for a return, the item must be unused and in the same condition that you received it. It must also be returned in its original packaging.
Non-returnable items: Certain types of items, such as perishable items, custom-made items or hygiene-sensitive products (such as beauty products) cannot be returned.
Return procedure
Contact us: To make a return, contact our customer service department at support@grantandellis.com within 14 days of receiving your order. Please include your order number and the reason for the return.
Receive return instructions: You will receive instructions and a return address after contacting customer service. The return address may vary depending on the type of product or location, so it is important to contact us before returning anything.
Return costs
You are responsible for the direct cost of returning the goods.
Refund procedure
Refund processing time: We aim to process refunds within 10 days of receiving your return.
Refund method: Refunds will be made via the original payment method used for the purchase.
Special cases
Damaged or defective items: If you receive a damaged or defective item, please contact us immediately and send us photos of the damaged item. We will arrange a replacement or refund as soon as possible.
Wrong product received: If you have accidentally received the wrong product, please also contact us so that we can send you the correct product at no extra cost.
Product not received: If your product has not arrived within the expected delivery time, please contact us so that we can look into the situation and find an appropriate solution. It may be that your order is still on its way. Check our shipping policy here and the status of your order on our tracking page here.
Change of mind: You can return any item within the allotted time, provided it meets our return conditions.
Cancellation: You can cancel your order free of charge within 24 hours of placing it. If the order has already been shipped, wait until you receive the item and follow the standard return procedure.
Exchange: We do not accept exchanges. If you would like to exchange an item, please return the item you have and place a new order once your return has been authorized. This ensures faster processing.
Company information
Store name: Grant and Ellis
Address: Zeemanstraat 45H, 1506CT Zaandam, Holland
Email: support@grantandellis.com
Contact form: here
Telephone number: +31 685705155
Company number: 96163976
VAT number: NL005192210B30
Customer service opening hours:
Monday to Friday: 09:00 - 17:00
Saturday and Sunday: 10:00 - 16:00