SALE

Returns & Exchanges

As many of our collections are bespoke, made-to-order, or specially imported, please review the terms below before requesting a return, exchange, or cancellation.

What is your return policy?
As many of our collections are bespoke, made-to-order, or specially imported, returns are limited.
Stock items may be eligible for return provided that:
- The return request is submitted within 48 hours of delivery.
- The product is unused, undamaged, and returned in its original packaging.
- Written approval has been obtained from Grassitup prior to the return.

The following items are not eligible for return or exchange:
- Custom-made or made-to-order furniture.
- Special imported items.
- Clearance or sale items.
- Products that have been installed, assembled, used, or altered.

Please note that transportation, collection, handling, installation, and restocking charges may apply where applicable. To request a return, log in to your account, go to Order History, select the delivered order, and click Request Return.

How can I be sure a product is genuine?
Every product available on Grassitup is sourced directly from authorised manufacturers, trusted suppliers, or official distributors. Each product listing includes detailed specifications, brand information, and an authenticity guarantee, giving you complete confidence in every purchase. If you require additional information about a specific product, our customer support team will be happy to assist.

Can I cancel my order after placing it?
Yes, orders may be cancelled before they have been dispatched. Simply log in to your account, go to Order History, select your order, and click Cancel Order. Once an order has been shipped, it can no longer be cancelled. After delivery, eligible stock items may be returned in accordance with our Returns & Exchanges Policy, subject to approval and provided the return request is submitted within 48 hours of delivery.

What should I do if I receive a damaged or incorrect item?
We sincerely apologise for the inconvenience. If your order arrives damaged, defective, or incorrect, please:
- Take clear photographs of the item and its packaging.
- Submit a support request through the Support section of your account within 48 hours of delivery.

Once your claim has been reviewed and approved, Grassitup will arrange a replacement or refund at no additional cost.

How long does the refund process take?
Once your returned item has been received, inspected, and approved, your refund will be processed using the original payment method. Depending on your bank or payment provider, refunds may take up to 30 business days to appear in your account. For Cash on Delivery purchases, approved refunds will either be transferred to your nominated bank account or issued as Grassitup Store Credit, depending on the agreed method.

Are all products available for immediate delivery?
Most of our collections are held in stock and are available for prompt delivery. Products identified as Pre-Order or Made to Order will display an estimated lead time on the product page. Our website is updated regularly to reflect the latest stock availability, helping you shop with confidence.

Book A Visit