Returns & Refunds Policy

At GRUND & CO, we want you to be happy with your purchase. This Returns & Refunds Policy explains how we handle returns, refunds and exchanges for the new, preloved and handmade products available through our store.

This policy should be read together with our Terms & Conditions.

Nothing in this policy is intended to limit any rights you may have under applicable South African consumer law.

1. Returns and Consumer Rights

Our returns process depends on the reason for the return and the type and condition of the product.

Where a product is defective, damaged, incorrectly supplied or does not correspond with its description, we will deal with the matter in accordance with applicable consumer law.

For returns based solely on a change of mind, our ability to accept the return may depend on the circumstances and the condition of the product.

Certain products may also be excluded from return where permitted by law, particularly where they are personalised, made specifically for a customer, or cannot reasonably be resold.

2. How to Request a Return

If you would like to request a return, please:

1. Contact us using the contact details provided on our website.

2. Provide your order number and a brief explanation of the reason for the return.

3. Where appropriate, provide photographs showing the condition of the product or any damage or defect.

4. Wait for our return instructions before sending the item back.

5. Return the product using the method and address provided by GRUND & CO.

Please do not send a product back without first contacting us, as this may delay the processing of your return.

3. Condition of Returned Products

Where a return is accepted, the product should be returned in the condition reasonably required for that type of return.

For change-of-mind returns, where applicable, products should generally:

• Be unused and in their original condition

• Include original packaging, tags or labels where applicable

• Not have been damaged, altered or modified

• Include all accessories or components supplied with the product

• Be accompanied by proof of purchase

These conditions do not affect your statutory rights in relation to defective, damaged, incorrectly supplied or otherwise non-conforming goods.

4. Preloved and Vintage Products

Preloved and vintage products have had a previous life and may naturally show signs of use, age or wear.

We make reasonable efforts to accurately describe the condition of each item and to disclose noticeable imperfections.

A return or refund will not ordinarily be provided solely because a customer has changed their mind about a characteristic or sign of wear that was clearly disclosed in the product description or photographs, subject to applicable consumer rights.

If a preloved or vintage item has a defect or condition that was not reasonably disclosed and that gives rise to a remedy under applicable law, please contact us as soon as possible after receiving the item.

5. Handmade Products

Handmade products may contain small variations in colour, texture, dimensions, finish or appearance.

These variations are a natural characteristic of handmade products and are not necessarily considered defects.

Where a handmade product is damaged, materially different from its description, or otherwise does not meet applicable requirements, please contact us so that we can assess the matter and provide an appropriate remedy.

6. Personalised and Custom-Made Products

Personalised or custom-made products are created specifically for a customer and may not be eligible for return due to a change of mind, where permitted by law.

This does not affect your rights where a personalised or custom-made product is defective, damaged, incorrectly made, or otherwise does not meet the agreed requirements.

Please carefully check all personalisation details, including names, dates, wording and spelling, before submitting your order.

7. Damaged or Incorrect Items

If your order arrives damaged or you receive an incorrect product, please contact us as soon as reasonably possible.

Please provide:

• Your order number

• A description of the problem

• Photographs of the product and packaging where relevant

We will assess the issue and, where appropriate, arrange a replacement, repair, refund or other remedy in accordance with applicable law.

8. Return Shipping Costs

Where a return is required because:

• the product is defective;

• the product was damaged before or during delivery;

• we sent you the wrong product; or

• the product does not correspond with the product you ordered,

we will handle the return and associated costs in accordance with applicable law.

For an eligible change-of-mind return, where we offer such a return, the customer may be responsible for the cost of returning the product unless otherwise stated.

We recommend using a trackable delivery service when returning an item.

9. Refunds

Once a returned product has been received and assessed, we will process any refund that is due in accordance with applicable law.

Where a refund is approved, it will generally be made using the original payment method where reasonably possible.

The time taken for the refund to reflect in your account may depend on your bank or payment service provider.

We will communicate with you if additional information is required before a refund can be processed.

10. Exchanges

Where an exchange is available, we will confirm the process with you.

Because some GRUND & CO products are unique, preloved, vintage or available in limited quantities, an identical replacement may not always be available.

Where a replacement is unavailable, we may provide another appropriate remedy in accordance with applicable law.

For a simple change-of-mind exchange, you may alternatively return the original item where eligible and place a new order for your preferred product.

11. Non-Returnable Products

Where permitted by law, certain products may not be eligible for return due to their nature, including:

• Personalised or custom-made products where the return is solely due to a change of mind

• Products made specifically to a customer's specifications

• Products that cannot reasonably be returned for hygiene or health reasons

• Products that have been used, altered, damaged or modified after delivery

• Products specifically identified as non-returnable or final sale, where permitted by law

A product being identified as non-returnable does not exclude any statutory consumer rights that cannot legally be excluded.

12. Sale and Clearance Items

Sale, clearance or promotional items may be subject to specific terms stated on the relevant product listing.

A reduced price does not remove any statutory rights you may have in respect of defective or incorrectly supplied goods.

13. Order Cancellation

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will make reasonable efforts to accommodate cancellation requests, but an order that has already been processed or dispatched may need to be handled through our returns process.

Where cancellation or refund rights apply under applicable law, we will honour those rights.

14. Refunds for Unavailable Products

If we are unable to fulfil an order because a product becomes unavailable after payment has been received, we will contact you and arrange an appropriate solution, which may include a refund.

15. Proof of Purchase

We may require proof of purchase before processing a return or refund.

Your order confirmation, invoice or other reasonable evidence of purchase may be accepted as proof of purchase.

16. Contact Us

If you have questions about a return, refund or exchange, please contact us using the contact details provided on our website.

GRUND & CO
Email: [email protected]
Website: grundco.co.za

GRUND & CO
A curated collective of new, preloved & handmade.