Refund policy

Last updated: September 23, 2026

All sales final — change of mind

Except where required by applicable law, all sales are final. We do not offer returns, exchanges or refunds for a change of mind, an incorrect size selected by you, or an item no longer being wanted. Please review the size guide and your order before purchasing.

Faulty, damaged, incorrect or missing items

Your rights are protected if an item is faulty, damaged, not as described, incorrect, or not delivered. Contact support@grid31.com with your order number and a description of the issue. Photographs can help us investigate but do not replace your legal rights. We will provide the repair, replacement, refund or other remedy required by applicable law, including any required return costs. Please contact us before sending an item back so we can provide the correct return instructions.

Mandatory cancellation and consumer rights

This final-sale policy does not limit statutory rights. Where EU/EEA or UK distance-selling rights apply, you generally have 14 days after receiving your goods to notify us that you wish to cancel, without giving a reason, subject only to lawful exceptions. Email support@grid31.com with your name, order number and clear cancellation request. You then generally have 14 days to send the goods back. You are responsible for direct change-of-mind return postage where permitted by law; we cover return costs for faulty or incorrect goods where required.

For a valid statutory withdrawal, we reimburse the purchase price and the least expensive standard outbound delivery charge within 14 days of receiving your cancellation notice. Where permitted, we may withhold reimbursement until we receive the goods or evidence they have been returned, whichever is earlier. Refunds use the original payment method unless otherwise agreed. You may be responsible for diminished value caused by handling beyond what is necessary to inspect the goods. Any other mandatory local cancellation, guarantee or refund rights remain unaffected.

Order changes and payment concerns

Contact us promptly if you need to correct an order. Changes may not be possible once processing begins; this does not restrict statutory cancellation rights. If a payment or delivery issue arises, please contact us so we can help resolve it. Nothing in this policy waives your right to dispute a transaction with your payment provider.