Cancellation & Return Policy
(Update at: 2025-03-05)
We're happy to share about the Cancellation & Return Policy offered to our customers.
Cancellation
We may try to contact you before shipping your order out. If you want to make any changes to your order, please let us know. Or if you want to cancel your order, please follow the policy below:
| Cancel Reason |
Order Status |
Cancellation Policy |
|
Any Reason
|
Not shipped |
Available |
|
Any Reason
|
Shipped |
Unavailable |
If your order cannot be cancelled because it has already been shipped, NO WORRY, we still have a 10-day Returnalbe policy.
10 Days Returnable
If you don't like the product or if there is any issue, you will have the option of requesting the return request within 10 days (may vary product to product. For details, please check the item page at the time of ordering) from product delivery. Please follow the policy below:
| Return Reason |
Return Period |
Return Policy |
| Physical Danage, Defective, Wrong and Missing Item |
10 days from delivery |
Full refund and free replacement |
| Any Other Reason |
10 days from delivery |
Full refund |
| Any Reason |
10 days after delivery |
Unavailable |
Conditions for Return
- Please keep the item in its original condition, with brand outer box, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up.
- We may contact you to ascertain the damage or defect in the product prior to issuing replacement.
- Accessories like iPhone connectors and cable are not returnable.
How to apply the return?
- Although you may contact us by phone or whatsapp to report a product issue or to initiate a return request, you will still be required to submit a formal return request by email.
- Remenber to submit your return request within 10 days from the order is delivere, or your application will be rejected.
- Your application email must be sent from the email you wrote in the original order and contain the following details like order number, contact info and bank details in case of COD order must be contained in your email.
- Email our support team at customer_service@grenaro.com.
Pick-Up
- Once we have received your return request email, our team will review your request and once the request is approved, our shipping partner will pick up your returned items at no extra fees as of now.
Refund
- The refund will be processed when the product is delivered to our Warehouse and meets the quality parameters of the item. There will be no refund issued if the received product does not pass the quality check.
- Please note, the amount will be refunded for the items only, other fees like shipping fee, cod service charges etc, are non-refundable.
- Refunds usually take 7-10 business days to be credited to the account you paid or provided. It may take longer due to bank processing times.
Missing Items or Incorrect Products
If you receive a package with missing items or an incorrect product, you must provide video evidence of the unboxing. The video should:
- Clearly show the sealed package before opening.
- Capture the entire unboxing process without any cuts or edits.
- Show the missing or incorrect item along with the shipping label for verification.
Without proper video evidence, we may not be able to process your request. Please share the video with our support team within 48 hours of receiving the package.
For any assistance, contact us at customer_service@grenaro.com
The following EXCEPTIONS and RULES apply to this Policy:
1. Some products like fine jewelry, watches and selected products which are susceptible to damage can only be returned for a limited number of days. Please read the Product Detail Page to see the number of days up to which a product can be returned once delivered.
2. In case you have purchased an item, which has a free gift/offer associated with it and you wish to return the main item, then your gift item also needs to be returned in order to process the required refund.
3. Grenaro.com will not be liable for the products returned by mistake. If an extra or a different product is returned by mistake, Grenaro.com would not be accountable for misplacement or replacement of the product and is not responsible for its delivery back to the customer.
