If you are looking to return or exchange your order for whatever reason, we are here to help! We offer returns or exchanges within 14 calendar days of receiving your orders. You can return your item for store credit, a different product, or a refund to the original payment method. For items bought on request, a different policy applies (please see last bullet point).
- If you wish to return your items you can apply for a request via our customer service at email@example.com within 14 calendar days of delivery. The customer service team will provide you with all information to return your item to us.
- The returned items must have tags still on and be returned in original packaging. Returned items showing any signs of wear, use, damages or indicating that it does not correspond to the one initially ordered via our website, will not be processed by our team.
- Grails Plug thoroughly checks all items before shipping. If the item you receive does not correspond to the item you ordered on the website, please contact us immediately or at the latest within 48 hours after receiving your package.
- Returned items must be sent in a separate shipping package to prevent any damages to the original item and its packaging. Grails Plug has the right to refuse your return request if the original packaging is damaged or if you did not return the item according to our shipping requirements.
- Shipping costs made while returning your order(s) will not be reimbursed by Grails Plug. The customer will have to make sure that a reliable logistics provider is chosen and that the item does get delivered to the warehouse of Grails Plug.
- If your return is accepted, we will contact you to ask for the desired payment method. If you chose for an exchange, you will receive an e-mail with the new order. Please allow up to 5 business days for your refund to be processed.
- If your return is refused for any of the mentioned reasons, you will be informed by e-mail by our customer service team within 3 business days. We will ship back the returned items to your address, at your expense.
- If you wish to exchange your item Aglet is happy to help you to find the best possible solution. In some cases we can do a meetup in Den Haag.
- If you order an item on request, you cannot return this item to us. Why? Because this item was not in our available stock and bought personally for you. We thoroughly check every item that is bought on request before it is shipped to you.