Refund policy

Returns, cancellations and refunds

This policy applies to consumer purchases made through the GRASEN online store. It does not affect your statutory rights, including your rights where goods are faulty, not as described or not fit for purpose.

Order cancellation requests

If you contact us within 15 minutes after placing an order, we will prioritise your request and try to stop fulfilment before dispatch. Contact contact@grasen.com with your name and order number.

The 15-minute period is an operational window and does not remove any statutory cancellation right. If more than 15 minutes have passed, we will still try to stop an order that has not been dispatched. If dispatch cannot be stopped, follow the cancellation and return process below.

Statutory right to cancel

You may cancel most online orders without giving a reason from the date of the contract until 14 days after the day on which you, or a person you nominate other than the carrier, receives the goods. If an order contains goods delivered on different days, the period normally ends 14 days after receipt of the final item.

To cancel, email contact@grasen.com with a clear statement that you wish to cancel. Include your name, order number, the goods concerned and your contact details.

Returning cancelled goods

After telling us that you are cancelling, you must send the goods back within 14 days. Contact us before sending anything so we can provide the correct return instructions and return reference.

You may handle and inspect goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, as you would in a shop. We may reduce a refund to reflect an actual reduction in value caused by handling beyond what is reasonably necessary. We do not apply a fixed restocking or cancellation fee to a valid statutory cancellation.

Original packaging is helpful for protecting electrical equipment in transit, but its absence does not by itself remove your statutory cancellation rights. You are responsible for packing returned goods securely.

Return shipping costs

For a change-of-mind return or another return caused by the customer, the customer is responsible for the direct cost of returning the goods. The amount depends on the carrier and service selected. We recommend an appropriately insured and trackable service.

If goods arrive damaged, are incorrect, faulty or not as described, GRASEN will provide or reimburse a reasonable return or collection method. Contact us before arranging the return.

Refund amount and timing

If you cancel the whole order under your statutory cancellation right, we will refund the price paid and the cost of our least expensive standard delivery option. Any amount paid for an enhanced or expedited delivery option above the standard-delivery cost is not refundable unless the goods were faulty or we made an error.

We may withhold the refund until we receive the goods or you provide evidence that you sent them back, whichever occurs first. We will issue the refund within 14 days after that point, using the original payment method unless you expressly agree otherwise.

Faulty, damaged, incorrect or misdescribed goods

Contact contact@grasen.com as soon as possible and provide your order number, product name, a description of the issue and, where useful, photographs or video. Stop using an electrical product if it is damaged, unusually hot, wet inside or behaving unexpectedly.

Goods must be of satisfactory quality, fit for purpose and as described. Depending on the circumstances and timing, you may have a right to reject, repair, replacement, price reduction or refund. Any commercial warranty is additional to, and does not replace, your statutory rights.

Exceptions

The statutory cancellation right may not apply to goods made to your specifications or clearly personalised, sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed, or other categories excluded by law. Any applicable exception will be identified before purchase. Sale or discounted goods are not excluded merely because they are discounted.

Exchanges

The quickest way to obtain a different product is normally to return the original product under this policy and place a new order. Contact us first if the original product is faulty or if we sent the wrong item.

Model cancellation form

To: GRASEN customer support
Email: contact@grasen.com

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Ordered on/received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if submitted on paper:
Date: