Return Policy
1. You have the right to cancel your online purchase within 14 (fourteen) days from the delivery date.
2. All return shipping costs must be covered by the customer.
3. All returned items must be unused, in their original packaging with all components and accessories, and in a condition suitable for resale at full price.
4. If you wish to return an item, you can do so within 14 (fourteen) days from the delivery date. To initiate a return, please email us at info@grotus.eu, including your invoice, order number, and reason for return.
5. The buyer is responsible for returning the unwanted item.
6. Once your return request is processed, you will receive the return address by email. Please do not use the office address listed on our website for returns.
7. You will receive a refund within 14 (fourteen) days after we receive the returned item(s).
8. Refunds will be issued using the same payment method as the original transaction unless otherwise requested by the buyer in advance.
9. All returned items must be securely packed in a sealed box with any original protective materials. We reserve the right to refuse any returns for items damaged during return transit due to improper packaging. We recommend taking photos of the returned items and ensuring your shipment is tracked and properly insured against loss or damage.
10. All returned items will be thoroughly inspected to ensure they meet the criteria set forth in this Return and Refund Policy. If the item is damaged or parts are missing, we reserve the right to refuse the return or provide a partial refund.
Report a Product Defect
1. Return shipping costs may be reimbursed if the customer receives the wrong item due to a processing error or if the item is defective or damaged upon delivery. If you receive a damaged or faulty item, please contact us via email at info@grotus.eu.
2. Describe the defect or missing part and attach supporting evidence such as:
- Photos of the item and the defect
- Photo of the packaging
3. Make sure to include your order number.
4. When submitting a claim, please indicate your preferred resolution.
Exceptions to Our Return Policy
The following items are non-returnable:
Custom-made products
Items that have been unboxed and are not in their original packaging
Products returned in unsatisfactory condition