Return Policy

Last updated:

1. Overview

At Graxylondriz, we want you to be completely satisfied with your purchase. We understand that sometimes a product may not meet your expectations, and we have designed our return policy to be as straightforward and fair as possible. This Return Policy outlines the conditions under which you can return products purchased through our website and how refunds are processed.

This policy applies to all products purchased directly from our website. If you purchased our products from a third-party retailer, please refer to that retailer's return policy. By making a purchase on our website, you agree to the terms of this Return Policy in addition to our Terms of Use.

2. Eligibility for Returns

You may return most products purchased from our website within 30 calendar days of receiving your order. To be eligible for a return, the following conditions must be met:

  • The item must be unused, unopened, and in its original packaging.
  • The item must be in the same condition in which you received it.
  • You must have the original receipt or proof of purchase.
  • The return request must be submitted within 30 days of receiving the product.

Products that have been opened, used, damaged by the customer, or that show signs of wear beyond what is necessary to inspect the item are not eligible for return unless the product arrived defective or damaged during shipping.

3. Non-Returnable Items

Certain types of products cannot be returned for hygiene and safety reasons. The following items are non-returnable:

  • Herbal tea products that have been opened or had their seals broken.
  • Essential oils and aromatherapy products that have been opened or used.
  • Gift cards and promotional vouchers.
  • Items purchased during clearance or final sale events, unless they arrive defective.

If you are unsure whether your item qualifies for a return, please contact our customer support team before shipping the item back to us. We will be happy to clarify the eligibility of your specific product.

4. Return Process

To initiate a return, please follow these steps:

  • Contact our customer support team via the contact form on our website or by phone at +358 9 886 00100. Provide your order number and the reason for the return.
  • Our team will review your request and, if approved, provide you with return shipping instructions and a return authorization number.
  • Carefully package the item in its original packaging and include the return authorization number on the outside of the package.
  • Ship the item to the address provided by our customer support team.
  • Once we receive and inspect the returned item, we will process your refund or exchange.

Please do not send items back to us without first obtaining a return authorization. Unauthorized returns may not be processed and may be returned to you at your expense. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value, as we cannot guarantee that we will receive your returned item.

5. Refund Methods

Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund. If your refund is approved, it will be processed using the original payment method within 10 business days. Please note the following:

  • Credit card refunds may take an additional 5 to 10 business days to appear on your statement, depending on your card issuer.
  • Bank transfer refunds may take up to 15 business days to be reflected in your account.
  • If the original payment method is no longer available, we will work with you to find an alternative refund solution.

Refunds will be issued for the product price only. Original shipping costs are non-refundable unless the return is due to our error, such as sending the wrong item or a defective product. If you received free shipping on your original order and the return results in the order total falling below the free shipping threshold, the standard shipping cost may be deducted from your refund.

6. Exchange Policy

If you would like to exchange a product for a different item, please contact our customer support team to arrange the exchange. Exchanges are subject to product availability. If the replacement item is of a higher value, you will be responsible for paying the difference. If the replacement item is of a lower value, the difference will be refunded to you.

To expedite the exchange process, we recommend placing a new order for the desired item and returning the original item for a refund. This way, you will receive your new item sooner without having to wait for the return to be processed.

7. Damaged or Defective Items

If you receive a product that is damaged during shipping or is defective upon arrival, please contact us immediately. We take product quality very seriously and will make every effort to resolve the issue promptly. In the case of damaged or defective items:

  • Contact our customer support team within 7 days of receiving the item.
  • Provide photographs of the damaged or defective item and its packaging.
  • We will arrange for a free return shipping label and a full refund or replacement, at your preference.
  • You do not need to follow the standard return process for damaged or defective items, as we will handle everything directly.

We carefully inspect and package all products before shipping. However, damage during transit can occasionally occur. If your item arrives in less than perfect condition, please do not hesitate to reach out to us.

8. Shipping Costs for Returns

Unless the return is due to our error (wrong item shipped, defective product, or damage during transit), you are responsible for the cost of return shipping. We recommend using a shipping service that provides tracking, as we cannot be held responsible for items lost in transit during the return process.

For customers within Finland, return shipping costs are typically between 5 and 10 Euros depending on the size and weight of the package. For international returns, shipping costs will vary based on your location and the shipping carrier you choose. We do not provide prepaid return labels for standard returns.

9. Late or Missing Refunds

If you have not received your refund within the expected timeframe after we have confirmed that it has been processed, please take the following steps:

  • Check your bank account or credit card statement again, as processing times can vary.
  • Contact your credit card company or bank, as it may take some time before your refund is officially posted.
  • If you have done all of the above and still have not received your refund, please contact our customer support team for further assistance.

10. Processing Time

Once we receive your returned item at our facility, please allow 3 to 5 business days for our team to inspect the item and process your return. During peak periods such as holidays and promotional events, processing times may be slightly longer. We will keep you informed throughout the process and notify you once your return has been completed.

11. Right of Withdrawal (EU Consumers)

In accordance with EU consumer protection laws, consumers within the European Economic Area have the right to withdraw from a purchase within 14 days of receiving the goods, without giving any reason. This right of withdrawal is in addition to the 30-day return policy described above. To exercise your right of withdrawal, you must inform us of your decision by a clear statement, such as a message sent through our contact form.

If you exercise your right of withdrawal, we will reimburse all payments received from you, including the cost of standard delivery, without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earliest.

12. Contact Us

If you have any questions about our Return Policy or need to initiate a return, please contact us:

  • Address: Mariankatu 23, 00170 Helsinki, Finland
  • Phone: +358 9 886 00100
  • Email: call-us@graxylondriz.world

Our customer support team is available Monday through Friday, 9:00 to 17:00 (EET). We aim to respond to all inquiries within one business day.