Refund policy
Returns & Refund Policy
Damaged, Defective or Incorrect Products
If the product you receive is damaged, broken, defective, or does not correspond to your order, you must notify us in writing within 24 hours of delivery.
You can contact us at:
Email: info@granadamaison.com
WhatsApp: +34 690 72 51 91
Telephone: +34 690 72 51 91
Damaged or Wet Package Upon Delivery
If the package appears damaged, wet, or not in perfect condition at the time of delivery, please note this on the carrier's delivery receipt and take photographs of the packaging before opening it.
If, after opening the package, you discover that the item is damaged or does not correspond to your order, please take photographs of both the product and the packaging, place the item back into its original packaging, and contact us at info@granadamaison.com, by telephone, or via WhatsApp on +34 690 72 51 91.
In these cases, Granada Maison will arrange a replacement shipment and collection of the defective or incorrect item at no additional cost to you.
If the item is no longer available, we will issue a full refund using the same payment method used for the original purchase.
Right of Withdrawal
If you are a consumer located within the European Union, you have the legal right to withdraw from your purchase within 14 calendar days from the date on which you, or a third party designated by you, received the order.
For orders delivered in multiple shipments, the 14-day withdrawal period begins on the day the final item is received.
You are not required to provide a reason for exercising your right of withdrawal, although any feedback is appreciated and helps us improve our products and services.
How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must notify us with a clear statement of your decision before the 14-day withdrawal period expires.
You may do so through:
Email: info@granadamaison.com
Withdrawal Form: EU right of Withdrawal form
WhatsApp: +34 690 72 51 91
Please provide, at a minimum, your order number, full name, email address used for the purchase, and the product or products you wish to return.
Upon receipt of your withdrawal request, we will send you an acknowledgement of receipt by email.
Conditions of Returned Goods
Products must be returned in good condition, complete with all parts, accessories, instructions, and, where possible, in their original packaging.
Returns will only be accepted for products that have not been assembled, used, modified, or damaged by the customer.
The consumer is responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
If returned products show signs of damage, use, assembly, missing parts, alterations, or inadequate packaging that affects their resale value, Granada Maison reserves the right to apply an appropriate deduction to the refund amount.
Return Shipping Costs
The cost of returning goods under the right of withdrawal shall be borne by the customer, in accordance with applicable consumer protection legislation.
Customers may arrange return shipping using a secure and trackable delivery service. Granada Maison cannot be held responsible for items lost or damaged during return transit arranged by the customer.
If preferred, Granada Maison can arrange collection of the returned item. In such cases, the collection cost will be deducted from the refund amount, and the customer will be informed of the applicable charge in advance.
Refunds
Once the returned goods have been received, we will inspect them to verify their condition.
Refunds will be issued using the same payment method used for the original purchase within a maximum of 14 calendar days from receipt of the returned goods or from the date the customer provides evidence of having returned them, whichever occurs first.
Granada Maison may withhold reimbursement until the goods have been received or until proof of return has been supplied by the customer.
Any standard outbound delivery costs paid as part of the original order will be reimbursed in accordance with applicable law. Additional costs resulting from a premium or non-standard delivery option selected by the customer will not be refunded.
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to products made to the customer's specifications or clearly personalised items.
The right of withdrawal may also not apply to products which, for reasons of hygiene, preservation, or the nature of the goods, are not suitable for return once unsealed, where permitted by applicable law.
Contact Us
If you have any questions regarding returns, refunds, or your right of withdrawal, please contact us:
Granada Maison
Email: info@granadamaison.com
WhatsApp: +34 690 72 51 91
Telephone: +34 690 72 51 91