REFUND & RETURN POLICY

Last updated: 22 September 2026

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return under our 30-day return policy, your item should be in the same condition that you received it, unworn or unused other than as reasonably necessary to inspect or try it on, with tags, and in its original packaging where reasonably possible. You’ll also need the receipt or other proof of purchase.

To start a return, contact us at douglas@grauve.com.

If your return is accepted, we’ll provide instructions on how and where to send your package. Please do not send products to our business correspondence address or directly to one of our manufacturers or fulfilment partners unless we specifically instruct you to do so.

Items sent back without first requesting a return may not be accepted.

For ordinary change-of-mind returns, you are responsible for the direct cost of returning the item unless we tell you otherwise. Where an item is faulty, damaged, incorrect or not as described, we will provide an appropriate remedy and cover return costs where required by law.

You can contact us with any return questions at douglas@grauve.com or through Instagram at @grauve.co.

Damages and Issues

Please inspect your order when you receive it and contact us as soon as reasonably possible if the item is defective, damaged, incorrect or materially different from its description so that we can evaluate the issue and make it right.

Please include your order number and photographs of the issue where helpful.

Nothing in this policy affects your statutory rights.

Exceptions and Non-Returnable Items

Certain products may be excluded from our voluntary return policy or statutory cancellation rights where permitted by law. These may include products made specifically to your individual specifications or clearly personalised for you, perishable goods, and certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

Please contact us if you have questions about whether a particular item can be returned.

Sale items are subject to the same statutory consumer rights as full-price items. Any additional voluntary return rights offered by GRAUVE will be explained where applicable.

Gift cards are generally non-returnable except where required by law.

Exchanges

We do not currently operate a direct exchange service.

The quickest way to obtain a different size, colour or product is to return the item you have in accordance with this policy and place a separate order for the replacement item.

UK and EU Cancellation Rights

If you are purchasing as a consumer, you may have a statutory right to cancel an online purchase without giving a reason.

For most goods purchased online by UK consumers, you may tell us that you wish to cancel within 14 days after receiving the goods. You then normally have a further 14 days to return the goods.

Consumers in the European Union may have equivalent or additional cancellation rights under applicable consumer law.

These statutory rights exist independently of GRAUVE's voluntary 30-day return policy and are not restricted by it.

To exercise a statutory cancellation right, contact us at douglas@grauve.com with a clear statement that you wish to cancel your purchase.

Refunds

We will notify you once we have received and inspected your return and let you know when your refund has been processed.

Where you exercise a statutory right to cancel, refunds will be made within the timeframe required by applicable law. Where goods are being returned, we may be entitled to wait until we receive the goods back or receive evidence that they have been sent back before issuing the refund.

Where required by law, your refund will include the price paid for the goods and the cost of our least expensive standard delivery option. Additional amounts paid for an upgraded or express delivery service may not be refundable.

Refunds will normally be made to your original payment method. Please remember that your bank or card provider may take additional time to process and display the refund after we have issued it.

For returns made solely under GRAUVE's voluntary 30-day return policy after any statutory cancellation period has expired, the original delivery charge may not be refundable unless required by law or stated otherwise.

If you have any questions about a refund, contact us at douglas@grauve.com.