Refund and Returns Policy

1. Return Period and Eligibility

This Refund and Returns Policy applies to eligible purchases made through grelvado.com and fulfilled by GRELVADO, LLC. Unless applicable law provides otherwise, customers may request a return within 30 days from the date of confirmed delivery.

To be eligible for a standard return, a product should remain in substantially the same condition as when it was delivered. Items must generally be unused, unwashed, undamaged, and returned with the parts, accessories, manuals, inserts, and packaging supplied with the order where reasonably possible. We may request an order number, order confirmation, or other reasonable proof of purchase before authorizing a return.

Return requests submitted after the 30-day period may not qualify for a standard return unless the item is defective, incorrect, damaged during transportation, or additional rights apply under applicable consumer law.

2. Return Conditions for Kitchen Products

Because grelvado.com offers kitchen and household-use products, the condition of an item may affect whether it qualifies for a standard change-of-mind return. Products that have been used for cooking, food preparation, serving, food storage, or direct food contact may not qualify once they show clear evidence of actual use.

Returned products should be reasonably clean and should not contain food residue, grease, stains, persistent odors, heat damage, washing marks, use-related scratches, deformation, missing components, or other changes resulting from use beyond reasonable inspection.

Where a product was sold as a set, bundle, coordinated collection, or multi-piece package, the complete product set should normally be returned together unless we provide different instructions. Individual components of a complete set may not qualify for a partial return solely because one component is no longer wanted.

These return-condition requirements do not reduce any rights that may apply when a product arrives defective, damaged, materially different from the item ordered, or where applicable law provides another remedy.

3. How to Request a Return

Before returning a product, please contact us at help@grelvado.com. Your request should include your order number, the product concerned, the reason for the return, and relevant photographs when the request involves damage, a defect, an incorrect product, or missing components.

After reviewing the request, we will provide the appropriate return instructions and, when required, the applicable return address. Please do not send a product to an address without first receiving return instructions, as an unauthorized parcel may be delayed, delivered to the wrong location, or difficult to identify.

Approved returns should be securely packaged to reduce the risk of damage while in transit. We recommend using a shipping service that provides tracking and keeping the shipping receipt and tracking information until the return has been completed.

A returned product is considered received only after the parcel reaches the designated return location and is recorded by us or by an authorized return service provider.

4. Return Shipping Costs

For change-of-mind returns, including situations where a customer ordered the wrong product or variation, no longer wants the item, or supplied incorrect information when ordering, the customer is generally responsible for the cost of returning the product.

If a return is required because of an error attributable to GRELVADO, LLC, including an incorrect product, a materially defective item, or damage occurring during transportation, we will provide an appropriate resolution and will cover or reimburse reasonable return shipping costs where a return is required and our instructions are followed.

Original shipping charges are generally not refunded for customer-initiated change-of-mind returns unless applicable law requires otherwise. Where an entire order qualifies for a refund because of our error or another qualifying circumstance, any applicable shipping refund will be determined according to the circumstances and relevant legal requirements.

5. Damaged, Defective or Incorrect Products

We recommend inspecting your order as soon as reasonably possible after delivery. If a product or parcel arrives damaged, defective, incomplete, or materially different from what you ordered, please contact us at help@grelvado.com within 48 hours of delivery.

To help us review the issue, please provide the order number and clear photographs of the product, outer shipping carton, shipping label, internal packaging, damaged area, and any other information reasonably required to investigate the matter or support a carrier claim.

Please retain the affected product and its packaging until we confirm whether they are required for inspection, return, a carrier investigation, or another resolution. Depending on the circumstances, the available resolution may include a replacement, refund, partial refund, or another reasonable remedy.

The 48-hour notification period helps us investigate transportation-related problems promptly and does not limit any rights that cannot lawfully be restricted under applicable consumer protection laws.

6. Return Inspection and Refund Approval

Once an approved return reaches the designated return location, the item may be inspected to confirm that it meets the applicable return requirements. This review may include the product condition, quantity, packaging, included components, and identifying information associated with the original order.

If the return is accepted following inspection, we will notify the customer and proceed with the applicable refund. If a returned item is incomplete, materially damaged after delivery, shows substantial evidence of use, or otherwise does not satisfy the stated return conditions, we may decline the refund or, where permitted by applicable law, adjust the refund to reflect a loss in value.

We retain relevant order, payment, shipment, delivery, customer communication, return, and refund records so that a transaction can be accurately reviewed if a payment provider such as Stripe or PayPal requests information in connection with a refund, payment dispute, or chargeback.

7. Refund Method and Processing Time

Approved refunds are returned to the original payment method used for the order. We do not normally redirect refunds to a different card, bank account, PayPal account, Apple Pay wallet, Google Pay wallet, or other payment method.

After a refund has been approved, GRELVADO, LLC will normally submit it within 7 business days. Refunds are processed in Euros (EUR), which is the transaction currency used by grelvado.com.

After the refund has been submitted, additional time may be required before the funds appear in the customer's account. This additional processing time is determined by the relevant card issuer, bank, Stripe, PayPal, or digital wallet provider and is outside the direct control of GRELVADO, LLC.

Where currency conversion was involved in the original transaction, the amount ultimately received in a local currency may differ because exchange rates can change. Currency conversion charges, foreign transaction fees, and similar charges imposed by a bank or payment provider are controlled by that provider and are not normally refundable by GRELVADO, LLC unless required by applicable law.

8. Cancellations, Refund Disputes and Contact Information

If you wish to cancel an order, please contact us at help@grelvado.com as soon as reasonably possible. Cancellation may be possible where fulfillment has not yet begun. Once an order has entered processing, has been packed, or has been transferred to the shipping carrier, cancellation may no longer be available and the normal return procedure may apply after delivery.

If you believe that a refund was processed incorrectly, a return has not been properly credited, a duplicate charge occurred, or another payment-related concern exists, please contact us before initiating a chargeback or payment dispute whenever reasonably possible. This allows us to review the relevant order, payment, shipping, delivery, return, and refund records and attempt to resolve the matter directly.

Where a payment dispute or chargeback is opened through Stripe, PayPal, a bank, card issuer, or another payment provider, GRELVADO, LLC may provide relevant transaction records to that provider, including order confirmations, payment authorization information, shipping and tracking records, delivery confirmation, customer communications, return records, refund records, and this published policy. Nothing in this policy prevents customers from exercising rights available through their payment provider or under applicable law.

For return or refund assistance, please contact us using the following information:

Company: GRELVADO, LLC
Address: 1 E Pratt St, Ste 400, Baltimore, MD 21202, US
Phone: +1(410)649-7450
Email: help@grelvado.com
Website: grelvado.com