1. What is GRANA's return policy?
We accept returns on full-priced items within 40 days of purchase only. For discounted/last chance items, including those in our outlet page and marked down items, are non-returnable/refundable. However, full-priced items purchased with a discount code are eligible for a refund in store credit.
For store credit refunds there are no return processing fees will be charged. For cash refunds, return processing fee applies, which covers the cost of handling and restocking the returned item. You can find the specific fee rates on our Returns page.
When returning an item, please make sure to include the original packaging materials and keep the sanitary sticker intact for hygiene reasons. Our returns team carefully inspects all returned items to ensure they have not been worn, washed, or damaged.
If an item is returned to us in a damaged condition or shows visible signs of wear, we won't be able to process your refund. In such cases, we may need to send the item back to you, and you may be responsible for covering the delivery cost.
For more detailed information and step-by-step instructions, please refer to our Returns page. If you have any further questions, our friendly customer support team is here to assist you.
2. Will I get a refund on the shipping fee I paid for my order if I decide to return it?
We do not provide refunds on shipping fees for any order purchases. However, we do offer free shipping for orders that meet a specific spending threshold, which may vary for each country.
3. How long do I have to return an item?
You have 40 days from the date of purchase to return an item. Before returning, please ensure that the item(s) have not been worn, washed, or damaged, and that they are in their original packaging.
To help you with the return process, here's a helpful checklist:
- Is the item being returned within 40 days from the purchase date?
- Is the item eligible for a refund or exchange (purchased at full price)?
- Are the tags still intact and attached to the item?
- Is the item in new condition, without being washed or worn?
- Have you request for RMA (Return Merchandise Authorization)number and completed the return form and included the RMA number?
- Is the item packed securely and neatly, along with the return form, ready to be sent back?
By following these steps, you can ensure a smooth return process. If you have any further questions or need assistance, feel free to reach out to our customer support team.
4. How long does it take to process a return?
Once your return reaches our Hong Kong warehouse, please allow approximately 7 business days for it to be processed. During this time, our returns team will inspect the item(s) to ensure they meet the return requirements.
For refunds issued to credit cards, please note that it may take 5-10 business days for the refund to appear on your statement. This processing time is dependent on your bank or credit card provider and is beyond our control.
We appreciate your patience throughout this process. If you have any further questions or concerns regarding your return or refund, please don't hesitate to contact our customer support team.
5. What is the expiry date of store credit?
The store credits you receive do not have an expiry date, allowing you to use them at any time you prefer. It's important to note that you can apply your store credits along with a running promo code in the same order. Enjoy the flexibility of using your store credits whenever it suits you best!
6. What should I do if I receive a defective item or an incorrect order?
At GRANA, we take pride in delivering high-quality products and ensuring accurate order fulfillment. However, if you receive a damaged, defective, or incorrect item in your order, we apologize for the inconvenience. Please contact us by sending an email to cheetahs@grana.com, including the following information:
- Your order number
- Details about the issue or problem with the item
- Attach pictures of the item(s) to help us assess the situation
Once we receive your email, our dedicated team will review the information and provide you with further instructions on how to proceed. We appreciate your understanding and cooperation in resolving any issues you may encounter with your order.
7. Is it possible to combine multiple orders for return in a single box?
Absolutely. We will only charge you ONCE for the return fee (if applicable). Please include both packing slips in the same box so that we know which orders you would like to return.
8. Why do I have to pay for return?
We appreciate your understanding of our approach regarding return fees. Indeed, by implementing a small fee for returns, we can ensure the sustainability of our business and continue offering competitive prices on our high-quality essentials.
While we would love to provide free returns for everyone, everywhere, it's important for us to maintain operational efficiencies and cost-effectiveness while upholding our commitment to offering products at limited markup. By charging a modest return fee, we can strike a balance that allows us to deliver the best quality essentials at the very best price.
We value your support and trust in our brand, and we remain committed to providing exceptional products and services while keeping our pricing as affordable as possible. If you have any further questions or concerns, please don't hesitate to reach out to our customer support team.
Refund
1. How will I receive my refund?
You will be refunded via your original payment method.
2. How long before the charges/refunds appear on my statement?
It usually takes about 5-10 business days, depending on your bank.