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Refund and Return Policy

Conditions Of Return

Product Quality Assurance:
WE ARE PROUD TO ASSURE THE QUALITY of everything we sell. If you encounter any product quality issues, manufacturing defects, a mistake on our part,  please contact us. We will give you a choice of a replacement or exchange for your purchase. For all returns, please read the following information clearly. If you do not fully agree or understand the following information, please contact us before purchasing.

Policy Against Fake / Replica / Imitation:
In GRIMO, we do not sell fake / replica or imitation goods. We assure buyers that what you buy are from genuine goods. We only work with distributors / suppliers who sell genuine products or are authorized to distribute the goods in Malaysia. 

GRIMO offers a 7-day guaranteed return policy that is intended to offer you peace of mind when shopping. We want to do our best to make each purchase a perfect one for you, however if either of this condition exist, you can return the item to us within 7 days.

 We fully understand how disheartening it is to receive defective goods. Please contact GRIMO's Customer Service, [email protected] to initiate the return, we will sort it out for you.

Damaged Products
You must take the time to inspect the goods before you sign the delivery receipt from the carrier. If you sign the delivery receipt without inspecting the shipment you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goods. Concealed damage claims must be reported immediately. For damages, you will need to provide us a description and photos of the damage to the item as well as the condition of any packaging via email. In the event that an order contains damaged or defective items for which a customer does not wish a replacement, the customer will be responsible for returning the items according to the return policy.

Suspect Damage
On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle. 

Obvious Damage
Do not sign for damaged products. If your product arrives damaged, please (a) REFUSE DELIVERY and (b) Call Us Immediately so we can process the appropriate claims and coordinate an exchange for you.

Please include the order number, and problem in all correspondence. Provided the return is allowable under our policy, you will receive a Return Authorization number. This number should be printed and sent to us along with the item to be returned, it must be post marked within 7 days from the date you receive your RA number. Please ensure that the Return Slip is included in the parcel. If you return items in used condition, you will be responsible for the cost to have them shipped back to you.

Can I modify or cancel my order?
Please contact us within 24 hours after placing your order should you need to cancel or modify it. If the order has already been shipped from the manufacturer, it is unlikely we will be able to cancel it or make changes.

Cancellations are not accepted on certain brands and/or products, like oversized pieces, custom items or special order items (those with long lead times or on backorder), and these products are labeled as such on their individual product description pages.

Points To Remember
Here are a few handy tips to remember beforehand.
- Products can not be returned after the 7-day return period expires.
- Products that are stained, either by water or other liquids, cannot be returned.
- All items and accessories must be returned with the product tag intact and undamaged, unaltered and in essentially the same condition as when the item was shipped.
- It is vital to ensure that you are able to produce a courier or postal delivery tracking number for us to follow up with. Without this, we cannot demonstrate that the returned item(s) has safely been received. You are responsible for all goods sent until they arrive at our warehouse, and agree to assume the costs associated with returning your purchased item(s) to us. 

How about postage charges?
Customer would have to bare for the postage fee shipped back to use during return process, then we will refund a maximum of RM5.00 for your return shipping charges to your account. Please allow 14 working days for this process to be complete. We do not refund shipping charges that customer have paid during first purchase.


How To Make A Return
Carefully pack the item(s) to be returned and send it to the following address:

34-2A Jalan Puteri 1/2
47100 Puchong Selangor

Once Quality Control has inspected the returned item(s), we will aim to process your return within 7-14 business days.Should you have any further enquiries, please feel free to contact Customer Service at [email protected] You will be notified via email to the address listed on your account when this refund has been approved. Credit will be issued for the original amount that was paid for your purchased item(s) excluding shipping fees. Refunds will be issued in the original form of payment only.

If you return or seek a refund for any item purchased using part or whole of a GRIMO Promotion Code, GRIMO reserves the right to subtract the proportional amount of the Promotion from the refund amount. Similarly, where there are shipping charges, we will adjust the refund amount proportionately.

Accessories including jewellery, bags, scarves and hair accessories are non-returnable. *PRE-ORDER items are non-refundable, non-exchangeable and non-returnable. If you attempt to return an item, which is not returnable, the item will be shipped back to you, and you will be charged the cost of shipping for sending it back. 

For refunds via Bank Transfers, Credit Cards as well as Paypal it will take 5-14 working days or much longer time for your refund to be reflected into your bank/credit card/paypal account from the day your refund was initiated as it depends on your bank. We will deduct charges whichever is applicable.

Refunds can only be processed if it is initiated by the GRIMO account holder and will only be processed to the GRIMO account holder. The information provided should match specific information in our database.

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