Refund policy

RETURNS & REFUNDS POLICY

Last updated: 23/02/2026

1) Overview

We want you to be happy with your purchase. Please read this Policy carefully as it explains when you can return an item, when you can get a refund or replacement, and how the process works.

Contact: gritualproject@gmail.com
Business name: GRITUAL
Business address: [TBD]

2) Made-to-order / Print-on-demand items (important)

Most of our products are made to order (printed/produced after you place your order). For this reason, we do not accept returns or exchanges for “change of mind,” wrong size, or personal preference, unless applicable law in your country gives you a right to cancel (see Section 8 for EU/UK).

This does not affect your rights where an item is defective, damaged, or incorrect (see Section 4).

3) Voluntary returns (where available) – 30 days

Where a voluntary return is available (i.e., where the item is not excluded by Section 2 and not personalised/customised under Section 7), you may request a return within 30 days of delivery.

To be eligible, items must be:

  • Unused, unwashed, and unworn (other than trying on),

  • In original condition, with tags/labels where applicable,

  • Returned in original packaging (or equivalent protective packaging), and

  • Accompanied by proof of purchase (order number / receipt).

4) Damaged, defective, or wrong items

Please inspect your order upon delivery. If your item is defective, damaged, or you received the wrong item, contact us at gritualproject@gmail.com as soon as possible and include:

  • Your order number,

  • A clear description of the issue, and

  • Photos (and, if relevant, packaging photos).

If the claim is approved, we will offer (at our discretion and as permitted by law):

  • A replacement, or

  • A refund.

5) How to start a return (RMA required)

To request a return, email gritualproject@gmail.com with your order number and the reason for the request.

If your return is accepted, we will send you a Return Merchandise Authorization (RMA) and return instructions. Returns sent without prior authorization may be refused.

Return address: [INSERT RETURNS ADDRESS]
(If you fulfil via multiple production partners, you may state: “Return address will be provided in the RMA instructions.”)

6) Return shipping costs

  • Change-of-mind / voluntary returns (where available): the customer is responsible for return shipping costs.

  • Defective/damaged/wrong items: if confirmed, we will cover return shipping (or provide an alternative remedy such as replacement without requiring a return, where appropriate).

We recommend using a tracked shipping service. We are not responsible for returns lost in transit.

7) Non-returnable items

Unless required by applicable law, we do not accept returns for:

  • Personalised/customised goods (e.g., custom text, custom prints, special orders),

  • Gift cards,

  • Items marked final sale / non-returnable (where legally permitted).

8) EU & UK consumers – statutory right to cancel (14 days)

If you are a consumer in the European Union or the United Kingdom, you may have a legal right to cancel (“withdraw from”) your order within 14 days of receiving the goods, without giving any reason.

Important exception: this 14-day cancellation right generally does not apply to goods that are made to the consumer’s specifications or clearly personalised (typical for many print-on-demand/custom items).

If the right applies and you cancel:

  • You must inform us of your decision to cancel within the 14-day period, and

  • You must send back the goods within 14 days after notifying us (unless we state otherwise).

  • We may withhold the refund until we receive the goods back (or you provide evidence of return), as permitted by law.

To exercise cancellation (EU/UK): email gritualproject@gmail.com with:

  • “Cancellation/Withdrawal” in the subject,

  • Order number,

  • Your name and address,

  • A clear statement that you are cancelling the order.

9) Refunds

Once we receive and inspect your return (or otherwise confirm eligibility for a refund), we will notify you of approval or denial.

If approved:

  • Refunds are issued to the original payment method.

  • Timing: your bank/payment provider may take additional time to post the refund.

For EU/UK statutory cancellations (where applicable), refunds are made without undue delay and generally within 14 days, subject to the right to wait for returned goods/proof of return.

10) Exchanges

We generally do not offer direct exchanges. The fastest way to get a different item (where eligible) is to request a return (if allowed) and place a new order.

11) USA customers (general note)

In the United States, return/refund rules can vary by state, but businesses must follow their stated policies and general consumer protection rules. This Policy describes our store’s approach.

12) Questions

For any questions about returns, refunds, or cancellations, contact: gritualproject@gmail.com