Terms of service
GRAUVE — TERMS OF SERVICE
Last updated: 22 September 2026
1. ABOUT THESE TERMS
Welcome to GRAUVE.
These Terms of Service ("Terms") govern your use of our website, online store and related services, and any purchases you make from us.
GRAUVE is a trading name operated by Douglas Hagno, a sole trader in the United Kingdom ("GRAUVE", "we", "us", "our").
Our store is hosted by Shopify, which provides the ecommerce platform that allows us to sell our products to you.
By accessing our website or placing an order with us, you agree to these Terms together with our Privacy Policy, Refund Policy and Shipping Policy.
Nothing in these Terms is intended to restrict or exclude any rights you have under applicable consumer law.
2. CONTACT DETAILS
You can contact us using the following details:
Trading name: GRAUVE
Proprietor: Douglas Hagno
Email: douglas@grauve.com
Business address: GRAUVE, 3F1 Third Floor, 3 Hill Street, Edinburgh, EH2 3JP, United Kingdom
If you have a question about an order, please include your order number where possible.
3. OUR PRODUCTS
We take reasonable care to ensure that product descriptions, photographs, measurements, colours and other information displayed on our website are accurate.
However, the appearance of colours may vary slightly depending on your device, screen settings and lighting.
Because some GRAUVE products involve printing, embroidery, garment washing or other manufacturing processes, minor variations in colour, finish, print or embroidery placement may occur between individual garments. These variations do not affect your statutory rights where a product is faulty, materially different from its description or otherwise fails to meet applicable legal standards.
Measurements shown in size guides are approximate and reasonable manufacturing tolerances may occur.
All products are subject to availability. We may change, discontinue or limit products at any time, but changes will not affect orders we have already accepted.
4. MADE-TO-ORDER AND FULFILMENT
Some GRAUVE products may be manufactured, printed, embroidered or otherwise prepared after an order is placed.
We may use third-party manufacturing, printing, warehousing and fulfilment partners to produce and deliver products on our behalf.
Your contract remains with GRAUVE, not with the third-party fulfilment provider.
The fact that an ordinary GRAUVE product is manufactured or printed after you place your order does not by itself remove your statutory right to cancel an online purchase.
If we offer a product that is made specifically to your individual specifications or clearly personalised for you, different cancellation rules may apply. Where this is the case, we will make this clear before you place your order.
5. PRICES
Prices are displayed in the currency shown on our website.
The price payable for a product will be the price displayed when you place your order, subject to correction of obvious pricing errors.
Applicable taxes will be included or calculated as required by law.
Shipping charges, where applicable, will be shown before you complete checkout.
We may change our prices at any time. Price changes will not affect orders that we have already accepted.
Discount codes and promotions may be subject to additional terms and may be withdrawn or amended at any time before an order is placed.
6. PLACING AN ORDER
When you submit an order through our website, you are making an offer to purchase the products in your order.
After you place an order, you will normally receive an automated order acknowledgement. This confirms that we have received your order but does not necessarily mean that your order has been accepted.
We may decline or cancel an order where, for example:
- the product is unavailable;
- payment cannot be authorised;
- there is an obvious error in the price or product information;
- we cannot deliver to the address provided;
- we reasonably suspect fraud or misuse of our website; or
- accepting the order would breach applicable law.
If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled product or order.
Where an order enters production quickly, we may not always be able to stop production or shipment after you request a cancellation. This does not affect any statutory cancellation or return rights you may have.
7. PAYMENT
Payment is processed using the payment methods made available at checkout.
Payments may be processed by Shopify Payments or other third-party payment providers. We do not ordinarily receive or store your complete payment-card details ourselves.
You must provide accurate and authorised payment information.
Your payment method may be charged when your order is placed or processed, depending on the payment method you select.
8. DELIVERY
Available shipping methods, estimated delivery times and shipping charges will be displayed on our website or during checkout.
Delivery dates and timeframes are estimates unless we expressly agree otherwise.
Because some products are manufactured to order and may be fulfilled from different locations, products within the same order may occasionally arrive in separate packages or at different times.
Unless another delivery period has been agreed with you, we will deliver goods within the period required by applicable law.
If we become aware of a significant delay, we will take reasonable steps to inform you.
Your statutory rights in relation to delayed or failed delivery are not affected by estimated shipping dates shown on our website.
9. RISK IN THE GOODS
We remain responsible for the goods while they are being delivered to you.
Risk in the goods normally passes to you when you, or a person you have nominated to receive the delivery, takes physical possession of them.
An exception may apply if you independently arrange for a carrier that was not offered by us.
This means that if a parcel is lost or damaged while being delivered using a shipping method arranged by GRAUVE, your claim is with GRAUVE rather than requiring you to resolve the matter directly with our fulfilment provider or carrier.
10. YOUR RIGHT TO CANCEL AN ONLINE ORDER
If you are purchasing as a consumer, you will normally have a legal right to change your mind and cancel your order.
For most goods bought online, you may notify us that you wish to cancel within 14 days after the day on which you receive the goods.
You do not need to provide a reason.
To exercise your cancellation right, contact us at:
You may also use the model cancellation form at the end of these Terms, although you are not required to use that form.
Once you tell us that you are cancelling, you must normally return the goods within a further 14 days.
Your Refund Policy provides further instructions regarding returns.
11. CONDITION OF RETURNED GOODS
You may inspect and try on clothing in the same general manner that you reasonably would in a physical shop.
You are responsible for any reduction in the value of goods resulting from handling beyond what is necessary to establish their nature, characteristics and fit.
Returned products should therefore, where reasonably possible, be returned clean, unworn other than for trying on, and with their original tags and packaging.
This does not prevent you from exercising rights you have where a product is faulty or otherwise does not conform to the contract.
Please contact us before returning an item so that we can provide the correct return instructions.
Do not send a return directly to a GRAUVE manufacturer or fulfilment partner unless we specifically instruct you to do so.
12. RETURN SHIPPING COSTS
Where you exercise your statutory right to change your mind, you may be responsible for the direct cost of returning the goods unless:
- we state otherwise in our Refund Policy;
- we have agreed to provide free returns; or
- the goods are faulty, damaged, incorrect or not as described.
The applicable arrangements will be explained in our Refund Policy.
13. REFUNDS AFTER CANCELLATION
Where you validly cancel an order under your statutory cancellation rights, we will refund the payments we are required to refund under applicable law.
This normally includes the purchase price and the cost of our least expensive standard delivery option.
If you selected a more expensive delivery method, such as express delivery, we are not required to refund the additional amount above our standard delivery charge.
Where goods must be returned, we may withhold the refund until we have received the goods back or you provide evidence that you have sent them back, whichever occurs first, where permitted by law.
Refunds will normally be made using the original payment method unless otherwise agreed.
Where applicable, refunds will be made within the period required by law.
14. FAULTY, DAMAGED OR INCORRECT PRODUCTS
We are under a legal duty to supply goods that comply with the contract.
Products must, where applicable, be:
of satisfactory quality, fit for their intended purpose and as described.
If your product arrives faulty, damaged, incorrect or materially different from its description, please contact us at douglas@grauve.com as soon as reasonably possible and include your order number and relevant photographs where helpful.
Your rights concerning faulty goods are separate from your right to change your mind.
Nothing in these Terms or our Refund Policy limits the remedies available to you under the Consumer Rights Act 2015 or other applicable consumer legislation.
15. INTERNATIONAL ORDERS
We may restrict delivery to particular countries or territories.
Where we offer international delivery, additional taxes, import duties, customs fees or other charges may apply depending on the destination and the way the order is fulfilled.
Where we collect such charges at checkout, this will be indicated where applicable.
Where charges are imposed separately by the destination country, you may be responsible for paying them where permitted by applicable law.
You are responsible for ensuring that products you order can lawfully be imported into your destination country.
Nothing in this section limits mandatory consumer rights applicable in your country.
16. INTELLECTUAL PROPERTY
The content available through the GRAUVE website, including GRAUVE branding, logos, graphics, artwork, photographs, text, product designs, website designs and other content, is owned by or licensed to us unless stated otherwise.
This content may be protected by copyright, trade mark and other intellectual property laws.
You may use our website for your personal, non-commercial use.
You must not, without our permission, reproduce, commercially exploit, distribute, modify or use GRAUVE intellectual property in a way that infringes our rights or those of our licensors.
Third-party names, trademarks and intellectual property displayed on our website remain the property of their respective owners.
17. WEBSITE USE
You must not use our website:
- unlawfully or fraudulently;
- to interfere with the operation or security of the website;
- to introduce viruses, malicious software or other harmful material;
- to attempt unauthorised access to our systems or accounts;
- to infringe our intellectual property or the rights of another person;
- to submit deliberately false or misleading information; or
- in any manner prohibited by applicable law.
We may restrict or suspend access to our website where reasonably necessary to protect our website, customers or business.
18. THIRD-PARTY SERVICES AND LINKS
Our website may use or link to services operated by third parties, including payment providers, delivery companies, social-media platforms and other service providers.
Third-party websites and services may be governed by their own terms and privacy policies.
We are not responsible for the independent content or operation of websites that we do not control.
This does not limit our responsibility to you for services that third parties provide on our behalf as part of fulfilling your GRAUVE order.
19. SHOPIFY
Our online store is hosted by Shopify.
Shopify provides the ecommerce infrastructure that enables us to operate the store, but purchases made through the GRAUVE store are purchases from GRAUVE, not Shopify.
Shopify may process certain personal information in connection with your use of our store. Information concerning the way your personal information is processed is provided in our Privacy Policy and, where applicable, Shopify's own privacy documentation.
20. PRIVACY
We process personal information in accordance with our Privacy Policy.
Our Privacy Policy explains what information we collect, why we collect it, how it is used, when it may be shared and the rights available to you.
Please review the Privacy Policy before using our website.
21. ERRORS AND AVAILABILITY
We take reasonable steps to keep information on our website accurate.
Occasionally, however, there may be errors relating to product descriptions, prices, availability, promotions, delivery information or other content.
We may correct errors and update information when necessary.
If an error materially affects an order you have already placed, we will contact you where appropriate and give you any options required by applicable law, which may include cancelling the affected part of the order and receiving a refund.
22. OUR RESPONSIBILITY TO YOU
Nothing in these Terms excludes or limits liability where it would be unlawful for us to do so.
In particular, nothing excludes or limits liability for:
- death or personal injury caused by negligence;
- fraud or fraudulent misrepresentation; or
- your statutory consumer rights.
If we fail to comply with these Terms, we are responsible for loss or damage that is a foreseeable consequence of our breach of these Terms or our failure to use reasonable care and skill.
Loss or damage is foreseeable where it is obvious that it will happen or where, when the contract was made, both you and we knew that it might happen.
Our products are supplied primarily for private and domestic use. If you use a product for commercial, business or resale purposes, we will not ordinarily be responsible for business losses such as loss of profits, loss of revenue or loss of business opportunity, to the extent permitted by law.
23. EVENTS OUTSIDE OUR CONTROL
We will not be responsible for delays caused by events outside our reasonable control where the law permits.
Such events could include significant transport disruption, customs delays, natural disasters, strikes, failures of communications networks or other circumstances that we could not reasonably prevent.
Where such an event significantly affects the performance of your order, we will take reasonable steps to minimise the effect and inform you where appropriate.
Your statutory rights concerning delayed or undelivered goods remain unaffected.
24. CHANGES TO THESE TERMS
We may update these Terms from time to time to reflect changes to our business, website, services or applicable law.
The version applying to your purchase will normally be the version in force when you place your order.
The current version and its last-updated date will be displayed on this page.
Changes to these Terms will not retrospectively remove contractual or statutory rights that have already arisen.
25. SEVERABILITY
If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be treated as modified or removed to the minimum extent necessary.
The remaining provisions will continue in effect.
26. WAIVER
If we do not immediately enforce a provision of these Terms, this does not mean that we have waived our right to enforce it later.
27. TRANSFER OF THESE TERMS
We may transfer our rights or obligations under these Terms to another organisation where permitted by law and where doing so does not materially reduce your rights.
You may only transfer your rights under these Terms where we agree or where applicable law permits you to do so.
28. ENTIRE AGREEMENT
These Terms, together with any policies expressly incorporated into them, form the agreement between you and us regarding your use of the store and purchases from GRAUVE.
Nothing in this section excludes liability for fraud or prevents you from relying on statutory rights or legally binding representations made to you.
29. GOVERNING LAW
These Terms and contracts entered into through the GRAUVE store are governed by the laws of Scotland.
If you are a consumer, you may also benefit from mandatory protections under the laws of the country or part of the United Kingdom in which you live. Nothing in these Terms removes those protections.
Nothing in these Terms prevents a consumer from bringing proceedings in a court that has jurisdiction under applicable consumer law.
30. QUESTIONS AND COMPLAINTS
If you have a question, complaint or concern relating to an order or these Terms, please contact:
GRAUVE
Operated by Douglas Hagno, sole trader
Email: douglas@grauve.com
Address: GRAUVE, 3F1 Third Floor, 3 Hill Street, Edinburgh, EH2 3JP, United Kingdom
We will aim to respond within a reasonable period.
MODEL CANCELLATION FORM
You may use this form if you wish to cancel an eligible online purchase, but you do not have to use it.
To:
GRAUVE
douglas@grauve.com
GRAUVE, 3F1 Third Floor, 3 Hill Street, Edinburgh, EH2 3JP, United Kingdom
I hereby give notice that I wish to cancel my contract for the purchase of the following goods:
Product(s): ______________________________
Order number: ___________________________
Ordered on: ______________________________
Received on: _____________________________
Customer name: __________________________
Customer address: ________________________
Signature: _______________________________
Only required if this form is sent on paper.
Date: ___________________________________