Returns & Refunds

If you would like to return an item, please read the following carefully. This policy should be read together with our Terms & Conditions and Shipping & Delivery Policy.

Eligibility

To request a change-of-mind return, email help@supagrumps.com within 14 calendar days after the day you receive your order, including your order number and the items you wish to return.

A change-of-mind return applies when you decide you no longer want an item after receiving it, including when you ordered the wrong item or prefer a different design, size or colour.

If one order arrives in multiple parcels, the return period begins after you receive the last item in that order.

The deadline is for notifying us of your decision. You do not need to wait for our reply to meet it. You must then send the items back within 14 days after notifying us. Any longer period or deadline extension required by applicable law will be respected.

Change-of-mind requests received after the applicable deadline are not accepted under our voluntary return policy. This does not limit your rights concerning defective, damaged, incorrect or misdescribed goods.

Condition

Items returned under our voluntary policy must be unused, unwashed, undamaged and have their original tags attached.

Where a statutory withdrawal right applies, you may inspect the item as you reasonably would in a shop. Opening the protective vacuum packaging for that inspection does not, by itself, invalidate that right. A lawful deduction may apply for loss of value caused by handling beyond what is necessary for inspection.

Return Shipping

For change-of-mind returns, you are responsible for arranging and paying the return shipping costs, including international shipping where applicable.

We do not provide prepaid labels or reimburse return postage for change-of-mind returns unless we expressly agree otherwise or applicable law requires us to do so.

You may use any courier service. Please package returns securely. We recommend tracked shipping and keeping proof of postage.

Offering free outbound shipping does not mean we cover return shipping for change-of-mind returns.

Exchanges

We do not offer product exchanges. If you would like a different item, you may return your original order in accordance with this policy and place a new order.

This does not affect any right to a replacement for defective, damaged, incorrect or misdescribed goods.

Defective or Incorrect Items

If your item is defective, arrives damaged, was sent incorrectly by us or materially differs from its description, we will arrange an appropriate remedy in accordance with applicable law. This may include a repair, replacement or refund.

We cover the necessary return costs in these cases and whenever we are otherwise legally responsible for those costs. Depending on the circumstances, we may resolve the issue without requiring a return.

Examples of defects may include manufacturing faults such as:

• Holes or tears.

• Broken or faulty stitching.

• Major structural issues.

Normal variations that do not affect the product’s advertised characteristics, quality, safety or intended use are not, by themselves, defects. These may include:

• Minor variations in shape, size or firmness.

• Normal compression from protective packaging.

• Small cosmetic stitching irregularities.

• Differences based on personal preference or subjective expectations.

Damage caused by misuse, accidents, unauthorised alterations or failure to follow care instructions is not a manufacturing defect.

Reporting a Defect or Other Issue

Please check your order after delivery and contact help@supagrumps.com promptly if you notice a problem. Include your order number, a description and, where possible, clear photographs.

We may request reasonable further information or an inspection to assess the issue.

The 14-day change-of-mind period does not replace or shorten your statutory rights concerning faulty or non-conforming goods.

Shipping-Related Delivery Issues

For delivery issues, including incorrect addresses, delivery restrictions and missing parcels, please see our Shipping & Delivery Policy. Any related refunds, replacements or reshipping costs are handled in accordance with that policy and applicable law.

A failed delivery attempt is not, by itself, completed delivery.

Promotional Bundles

For change-of-mind returns, if your order included a promotional offer such as Buy 2, Get 1 Free, you may return any eligible item in accordance with this policy. However, if only part of the promotional bundle is returned, the promotion will be recalculated based on the items you choose to keep, using the prices and promotional terms applicable when you placed your order.

Your refund will be limited to the difference between the amount originally paid and the amount that would have been payable for the items retained after recalculating the promotion. An item shown as “free” at checkout does not have to be the item returned, and the refund amount is not determined solely by which item was originally discounted.

If all items included in the promotional bundle are returned, the full amount paid for those items will be refunded, subject to this policy.

This calculation does not limit mandatory rights or remedies concerning defective, damaged, incorrect or misdescribed goods.

Refunds

Eligible returns are refunded to your original payment method.

We may withhold a return refund until we receive the goods or valid evidence that they have been sent back, whichever occurs first, where permitted by law. Refunds will then be issued without undue delay and within 14 days, or sooner if the law requires. Your payment provider may need additional time to display the credit.

Original delivery charges are not refunded for change-of-mind returns unless required by law. Where required, we refund the standard delivery charge; any additional express upgrade is excluded unless a refund of that upgrade is also due.

Different rules apply when we cancel an unshipped order: a full cancellation includes all amounts paid for that order, including shipping.

Return Address & Instructions

Returns must be sent to our designated return address, which may be outside your country. The address and instructions will be provided by email when you contact us about your return.

Please do not assume that the address on the original parcel is a return address.

Where customs forms are required for a return, complete them accurately and identify the parcel as a return of an online purchase.

Applicable Rights & Policy Changes

Nothing in this policy limits mandatory consumer rights under applicable law.

Changes to this policy apply to orders placed after the revised policy is published. Earlier orders retain the conditions offered when they were placed.

Questions?

Contact help@supagrumps.com with your order number. Our support team aims to reply within 24 hours.