Refund policy
Refund and Returns Policy
We hope you enjoy your Gribino order. If something has gone wrong, please contact us at itsgribino@gmail.com, and we will do our best to put it right.
Cancelling an order
You may cancel an eligible online order for any reason from the time the order is placed until 14 days after you receive it.
To cancel an order, email itsgribino@gmail.com with your name, order number and a clear statement that you wish to cancel.
After notifying us, eligible items must be returned within 14 days. Please contact us before returning anything so that we can provide the correct return address and instructions.
Unless the item is faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning it. We recommend obtaining proof of postage.
Coffee and other food products
For health and hygiene reasons, we cannot accept change-of-mind returns of coffee or other food products once their sealed packaging has been opened.
Unopened coffee in its original, sealed packaging may be returned where the statutory right to cancel applies.
This does not affect your legal rights where an item is faulty, damaged, incorrect or not as described.
Damaged, incorrect or faulty orders
Please inspect your order when it arrives and contact us as soon as reasonably possible if:
-
the parcel or product is damaged;
-
you have received the wrong item;
-
an item is faulty; or
-
an item does not match its description.
Email itsgribino@gmail.com with your order number and, where helpful, photographs showing the problem.
Where an item is faulty, damaged, incorrect or not as described, we will arrange an appropriate replacement or refund and will cover reasonable return costs where a return is required.
Refunds
We will notify you when we have received and inspected an eligible return.
Approved refunds will be made to the original payment method within 14 days of receiving the returned item or receiving evidence that it has been sent back, whichever occurs first.
Where an eligible order is cancelled under the statutory cooling-off right, we will also refund the cost of our least expensive standard delivery option. Additional costs paid for an upgraded or express delivery service are not refundable unless the goods were faulty, damaged, incorrect or not as described.
Your bank or card provider may take additional time to display the refund after we have processed it.
Exchanges
We do not currently offer direct exchanges. Where a return is accepted, you may return the eligible item for a refund and place a new order separately.
Sale items
Sale items have the same statutory rights as full-price items. Any additional voluntary return offer may be subject to the conditions stated at the time of purchase.
Contact
For questions about returns or refunds, contact:
Email: itsgribino@gmail.com