Refund, Return and Cancellation Policy
Last updated: July 2026
1. Right of Withdrawal (for consumers)
Under applicable consumer protection law and EU Directive 2011/83/EU, you have the right to withdraw from the contract within 14 (fourteen) days of receiving the goods, without giving any reason — provided the goods are not personalised.
2. Exception for Personalised Goods
Laser-engraved products (incorporating your photo, text, or other personalised content) are excluded from the right of withdrawal pursuant to Article 16(c) of EU Directive 2011/83/EU, as they are made to your specification and cannot be resold. Since every order on gravir.pro is inherently personalised, the right of withdrawal does not apply to standard orders.
3. How to Initiate a Return (where exceptions apply)
If you believe the right of withdrawal applies to your situation, follow these steps:
3.1. Send us an email within the 14-day period stating: your order number, reason for withdrawal, and your contact details.
3.2. You will receive a confirmation and return instructions. Return shipping costs are your responsibility.
3.3. The goods must be returned in their original condition, unused and in original packaging.
4. Refund Timeline
For valid withdrawal requests, we will refund the amount paid within 14 (fourteen) days of receiving the returned goods or of receiving proof that the goods have been dispatched — whichever is earlier. The refund will be made using the original payment method.
5. Defective or Damaged Goods
If you receive a defective or damaged product, please contact us within 48 hours of receipt with photographs. In such cases, we will cover the cost of replacement or repair at no additional charge to you.
6. Cancellation Before Dispatch
Orders for which production has not yet begun may be cancelled for a full refund. Contact us as soon as possible after placing the order.
7. Contact
For all questions relating to returns and complaints, please email us at the address published on the website.
Under applicable consumer protection law and EU Directive 2011/83/EU, you have the right to withdraw from the contract within 14 (fourteen) days of receiving the goods, without giving any reason — provided the goods are not personalised.
2. Exception for Personalised Goods
Laser-engraved products (incorporating your photo, text, or other personalised content) are excluded from the right of withdrawal pursuant to Article 16(c) of EU Directive 2011/83/EU, as they are made to your specification and cannot be resold. Since every order on gravir.pro is inherently personalised, the right of withdrawal does not apply to standard orders.
3. How to Initiate a Return (where exceptions apply)
If you believe the right of withdrawal applies to your situation, follow these steps:
3.1. Send us an email within the 14-day period stating: your order number, reason for withdrawal, and your contact details.
3.2. You will receive a confirmation and return instructions. Return shipping costs are your responsibility.
3.3. The goods must be returned in their original condition, unused and in original packaging.
4. Refund Timeline
For valid withdrawal requests, we will refund the amount paid within 14 (fourteen) days of receiving the returned goods or of receiving proof that the goods have been dispatched — whichever is earlier. The refund will be made using the original payment method.
5. Defective or Damaged Goods
If you receive a defective or damaged product, please contact us within 48 hours of receipt with photographs. In such cases, we will cover the cost of replacement or repair at no additional charge to you.
6. Cancellation Before Dispatch
Orders for which production has not yet begun may be cancelled for a full refund. Contact us as soon as possible after placing the order.
7. Contact
For all questions relating to returns and complaints, please email us at the address published on the website.