Refund policy
Returns & Refunds Policy
Last updated: October 2, 2026
We want you to be happy with your purchase. If you are not satisfied with your order, please review the return and refund terms below.
1. EU Right of Withdrawal
If you are a consumer located in the European Union, you generally have the legal right to withdraw from your online purchase within 14 days without giving a reason.
For goods, the 14-day period generally begins on the day you, or a person you have designated (other than the carrier), receives the goods.
To exercise your right of withdrawal, you must inform us of your decision before the 14-day withdrawal period expires.
You can contact us using the contact details provided at the end of this policy.
You do not have to provide a reason for exercising your statutory right of withdrawal.
2. How to Request a Return
To request a return, please contact us at:
Email: marcinsmura528@gmail.com
Please include:
- Your order number
- Your name
- The product(s) you wish to return
- A clear statement that you wish to return the product(s)
After notifying us that you wish to withdraw from the purchase, you should send the product(s) back to us without undue delay and generally no later than 14 days after notifying us of your withdrawal.
We recommend using a tracked shipping service and keeping your proof of postage.
3. Condition of Returned Products
You may inspect the product in the same way you would reasonably be able to inspect it in a physical shop.
If the product has been handled beyond what is necessary to establish its nature, characteristics and functioning, you may be responsible for any resulting reduction in value, to the extent permitted by applicable law.
This does not affect your statutory rights if the product is defective or does not conform to the contract.
4. Refunds
Once you validly exercise your right of withdrawal, we will refund the payments we received from you, including the cost of standard delivery.
If you selected a more expensive delivery method than the least expensive standard delivery option we offer, we are not required to refund the additional cost.
Where permitted by law, we may delay the refund until we have received the returned product or you have provided evidence that you have sent it back.
Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed.
5. Return Shipping Costs
Unless the product is defective, damaged or otherwise covered by a statutory remedy requiring us to pay the return costs, the direct cost of returning a product under the EU right of withdrawal is the customer's responsibility, provided that we informed you of this before your purchase.
If you received an incorrect, defective or damaged product, please contact us before returning it so that we can provide instructions.
6. Defective, Damaged or Incorrect Products
Your statutory consumer rights are not affected by this policy.
If your product is defective, damaged, incorrect, or does not conform to the contract, please contact us at:
marcinsmura528@gmail.com
Please provide your order number and, where appropriate, photographs or other information describing the problem.
Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction or refund.
EU consumers generally benefit from a minimum 2-year legal guarantee for goods that are faulty or do not conform to the contract, subject to applicable national law and any longer protection provided by that law.
Where applicable law requires us to cover return shipping or other costs relating to a defective or non-conforming product, we will do so.
7. Products That Cannot Be Returned
The statutory right of withdrawal does not apply to certain products where an exception under applicable law applies.
Depending on the products we sell, these may include:
- Products made to your specifications or clearly personalised
- Sealed products that are unsuitable for return for health or hygiene reasons once the seal has been broken
- Products that deteriorate or expire rapidly
- Certain sealed audio, video or software products once the seal has been broken
- Digital content where performance has begun with your prior express consent and acknowledgement that you lose your withdrawal right
- Other products or services for which an exception applies under applicable law
Where an exception applies, we will provide the required information before you place your order.
8. Exchanges
We do not guarantee exchanges unless specifically offered for the relevant product.
If you would like a different size, colour or product, you may return the original product where permitted and place a new order.
Your statutory consumer rights remain unaffected.
9. Order Cancellations
If you want to cancel an order before it has been shipped, please contact us as soon as possible at:
marcinsmura528@gmail.com
We will make reasonable efforts to cancel the order before fulfilment.
If the order has already been shipped, you may still exercise your applicable statutory right of withdrawal.
10. Refund Processing Time
Once your return has been received and processed, we will issue any applicable refund in accordance with this policy and applicable law.
The time it takes for the refunded amount to appear in your account may also depend on your bank or payment provider.
11. No Effect on Your Legal Rights
Nothing in this Returns & Refunds Policy limits, excludes or replaces any consumer rights that cannot legally be limited or excluded under applicable EU or national law.
Where this policy conflicts with mandatory consumer-protection law, the mandatory legal provisions will apply.
12. Contact Us
If you have any questions about returns or refunds, please contact us:
FRESH GRID LTD
Company number 17477769
128 City Road, London, United Kingdom, EC1V 2NX
marcinsmura528@gmail.com