Complaints Policy

In our online store, we strive to offer the highest quality products and customer service. If for any reason you are not satisfied with your purchased item or believe it requires a complaint, below you will find information regarding the complaint procedure.

1. Complaint Conditions

Complaints regarding physical or mechanical defects of the product will be considered if the complaint is made within 14 days from the date of receiving the shipment.
To exercise the right to complaint, the customer must provide proof of purchase (receipt, invoice) and describe the defect of the product.
Products subject to complaint cannot show signs of use or damage resulting from improper use.
Complaints related to mechanical damages occurring during transport must be reported immediately upon receiving the shipment.

2. Complaint Procedure

The complaint should be submitted via email to: complaint@grindandchill.com, providing a detailed description of the problem and attaching photos showing the defects of the product.
Upon receiving the complaint, our complaints department will contact the customer to discuss further steps.
In the event of a justified complaint, the customer has the right to choose between exchanging the product for a new one, receiving a refund, or another solution in accordance with the law.
The decision regarding the complaint will be made within 14 days from the date of the complaint.

3. Final Remarks

This complaints policy does not exclude or limit the rights of the customer arising from applicable law.
Any disputes arising from complaints will be considered individually, following the applicable laws of European Union.
If you have any questions, please contact us: contact@grindandchill.com