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Returns and refund policy

Returns

The products can be returned by private customers within 100 calendar days from the delivery date of the products. If the delivery of a product consists of several shipments or parts: the day on which the consumer, or a third party designated by him, has received the last part shipment. Deliveries to companies are excluded from our returns policy. Only when Grandado receives the returned product(s) in perfect condition and original packing a reimbursement of the entire cost of the purchase can be fulfilled by wire transfer within 14 days.

Exclusion of returns:

Products that spoil quickly or have a limited shelf life; Sealed products which, for reasons of health protection or hygiene, are not suitable for return and whose sealing has been broken after delivery; Products which, by their nature, are irrevocably mixed with other products after delivery; Alcoholic beverages the price of which is agreed upon when the contract is concluded, but the delivery of which can only take place after 30 days, the actual value of which depends on fluctuations in the market on which the trader does not influence; Sealed audio, video recordings and computer software, the sealing of which has been broken after delivery; Newspapers, periodicals or magazines, except for subscriptions thereto; The delivery of digital content other than on a tangible medium, but only if: the implementation has begun with the explicit prior consent of the consumer; And the consumer has stated that he will lose his right of return.

In order to apply for return please complete the returns form and follow the the step by step procedure as described in our Refund Policy

Conditions for Return

Only when Grandado receives the returned product(s) in perfect condition and original packing a reimbursement of the entire cost of the purchase can be fulfilled.

We request that products are returned in their original packaging.

All returned products will be refunded provided they have not been used or damaged. Any items damaged during return due to insufficient packaging may only receive a part refund at Grandado discretion.

You may open the packaging during the withdrawal period. And you can fit or try the product, just like in a normal store. But you are not allowed to do more than is necessary to estimate the product. If the product loses value as a result, we may reduce the price in the case of return. You must not open a sealed package. It is preferable that you leave the packaging intact as much as possible. And if you return the product, you must repack it properly.

There are some legally defined product groups that cannot be returned. These include products that spoil quickly or have a limited shelf life; Sealed products that are not suitable for return due to health protection or hygiene reasons; Products that are irrevocably mixed with other products due to their nature after delivery; Sealed audio, video recordings and computer software where the seal has been broken after delivery; The packaging of consumables, hygiene products and erotic articles may not have been opened (batteries, dietary supplements, mouthpieces etc.)

Refunds for the returned products are made only after:

a) fulfillment of all necessary Conditions for Return.

b) filling in the returns form

Refunds

Starting from the delivery date you will have 100 calendar days to return a product and receive the refund for the paid order. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the 100 working day withdrawal period has expired.

Return and Refund procedure

To receive a refund for the returned product please follow the step by step procedure as described below:

Step 1. Informing Grandado

You must contact Grandado in order to confirm the return of any product.

To exercise your right of withdrawal and receive the refund for the paid order, you must inform us of your decision to withdraw from the contract by an unequivocal statement. For this purpose, please complete the returns form returns form. You are free to make any other unequivocal statement setting out your decision to withdraw from the contract. For instance, you can use the model withdrawal form as set out on Grandado site, or contact our customer support service. However, please note that using the returns form is preferred as it is more convenient for us to process the electronic returns orders, and in this case, the return orders are processed much faster.

Step 2. Processing the return order

Once you fill in the return form, our staff from the returns department will contact you within a maximum of 2 working days and provide you with the return address. This way you can safely ship your order without it going missing.

Please notice, that neither address of Mediapress Ltd. is suitable for returns, please contact customer service to return your product.

Step 3. Returning your product.

You shall send back the product to the trader or to a person authorized by the trader to receive the goods, without undue delay and in any event not later than 14 days from the day on which you were given the address for the return of your order.

Step 4. Get your money back

Grandado will reimburse all payments received from you, without undue delay and in any event not later than 14 days from the day on which you informed us of your decision to withdraw from the contract.

Grandado will carry out the reimbursement using the same means of payment as the consumer used for the initial transaction unless the consumer has expressly agreed otherwise and provided that the consumer does not incur any fees as a result of such reimbursement.

We may withhold the reimbursement until we receive the goods back, or until you have supplied evidence of having sent back the goods, whichever is the earliest.

Reimbursement for shipping costs in a case of return

You will have to bear the direct cost of returning the goods.

Refund for the wrong, defective, damaged, or incomplete products:

When you received a wrong, defective, damaged, or incomplete product, a return form must be sent via the customer service portal with photos of the received product. If the products are deemed defective, they can be refunded at partial or full refund to the credit card or other applicable payment account. Please note, that minor damage to the packaging is not considered defective.

Reimbursement for shipping costs in a case wrong, defective, damaged, or incomplete products

In the case of wrong, defective, damaged, or incomplete products, we will bear the cost of returning the goods.

Notwithstanding the above mentioned, Grandado shall not be required to reimburse the supplementary costs if the consumer has expressly opted for a type of delivery other than the least expensive type of standard delivery offered by the trader.

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