HOW DO I RETURN A PRODUCT?
The first thing to do if you receive a package in poor conditions, containing a broken bottle or if the box is wet (since this would be a sign that there may be a broken bottle inside) is not to keep the package and, instead, ask the person who delivered it to you to return it to our facilities.
If you keep the package and, on opening, you find a flaw, we recommend you take a photo of it and send it to us, so we can get in touch with the transport company that performed the delivery and request the return. After doing this, get in touch with us, by telephone or email, to notify us of the incident, so we can solve the problem as quickly as possible. The carrier will manage the return. Read the return instructions carefully.
RETURN PERIOD (estimated date for us to receive your return at our warehouse): up to 10 working days*.
REFUND PERIOD (once we have received your return) (estimated date for the refund amount to appear in your bank account): from 8-10 working days**.
TOTAL DURATION OF THE RETURNS PROCESS: up to 20 working days.
Bear in mind that the time periods given above for returns are based on the average time they take. During holiday and sales periods, processing returns may take a little longer.
** The time it takes for the refund amount to be shown on your card statement depends solely on the policies of your card issuer.
All items purchased at the online shop www.granatherapy.com can be returned free of charge for up to 14 days after receipt, as long as the items have not been opened and are in pristine conditions. If the items have been subject to wear brought about by use, we reserve the right to return the product to the person who sent it to us.
If you cancel your order, we will refund all payments received, including delivery and administrative costs, where applicable, as soon as possible and, in any event, within a term of no more than 14 days counting from confirmation of return of your order.
We may, however, hold back the refund until we have received the products or until proof of return of the products has been provided; either of these two conditions is valid.
Once warehouse staff have checked and inspected the returned products, you will receive notice of the refund by email. The refund will be issued to the same card or account you used to pay for the order.
Refunds generally take 8 to 10 working days before they appear on your statement. The time it takes for the refund to be shown on your card statement depends solely on the policies of your card issuer. You can check the status of your refund in your online account or by getting in touch with your card issuer.
In order to obtain a full refund, it is important that we receive the items in the same state as you received them. (The returned products should be complete, unused, unwashed and all labels on the item should be intact.)
An exchange service is currently unavailable; however, if once you have received the order, it is not what you requested, you can get in touch with us to make a complaint, in which case, there will be no problem in performing an exchange for you. To do this, you should return the package sent to you, in pristine conditions, just as you received it, and give it to the same person who delivers the exchange (transport company).