Last updated: November 1, 2026
At Grandsarto, customer satisfaction is important to us. We want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, we are here to help.
This Refund and Returns Policy explains your rights and how to request a return, exchange, or refund.
1. Right of Withdrawal – 14 Days
If you are a consumer purchasing from within the European Union, you generally have the right to cancel your online purchase within 14 days without providing a reason.
The withdrawal period begins on the day you, or a person designated by you (other than the carrier), receive the product.
To exercise your right of withdrawal, you must notify us within 14 days of receiving your order.
After notifying us, you have another 14 days to send the product back.
2. Return Conditions
To ensure a smooth return process, we ask that:
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Products are returned in their original condition, allowing for normal inspection.
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Products include all original accessories and components.
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Products are securely packaged to prevent damage during shipping.
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Proof of purchase or your order number is provided.
You may handle and inspect a product as you would in a physical store.
However, you may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.
3. How to Request a Return
To start a return, please follow these steps:
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Contact our customer support team at support@grandsarto.com
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Include your order number and the reason for your return, if applicable.
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Wait for our return instructions.
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Package the product securely.
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Send the product to the return address provided by our customer service team.
Please do not send products back before contacting us.
4. Return Shipping Costs
Unless the product is defective, incorrect, or otherwise covered by applicable consumer protection laws, customers are responsible for the direct costs of returning products when this has been properly communicated before purchase.
If you received a defective, damaged, or incorrect product, please contact us. We will handle the matter in accordance with applicable consumer protection laws.
5. Refunds
Once we receive and inspect your returned product, we will notify you about the status of your refund.
Where a refund is approved, it will be processed within 14 days of receiving your withdrawal notification.
However, for a standard withdrawal, we may withhold the refund until we have received the returned product or you have provided evidence that it has been sent back, whichever occurs first.
Refunds will generally be issued using the original payment method unless another method has been agreed upon.
You will not be charged additional fees for receiving a refund.
6. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.
Please include:
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Your order number.
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A description of the issue.
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Photographs or videos showing the damage or incorrect product, if available.
We will review your request and work with you to find an appropriate solution, such as a replacement, repair, or refund, in accordance with applicable law.
Your statutory consumer rights remain unaffected.
7. Non-Returnable Products
Certain products may be excluded from the right of withdrawal where permitted by law, including:
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Custom-made or personalised products.
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Sealed products that are unsuitable for return for health protection or hygiene reasons once unsealed.
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Products that deteriorate or expire rapidly.
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Digital content supplied immediately after purchase where the required legal conditions and express consent have been met.
These exceptions do not affect your rights regarding defective or non-conforming products.
8. Exchanges
If you would like to exchange a product for another size, colour, or variation, please contact our customer support team.
Exchanges are subject to product availability and applicable consumer rights.
9. Late or Missing Refunds
If you have not received your refund:
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Check your bank account again.
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Contact your payment provider.
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Contact your bank, as processing times may vary.
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If you have completed these steps and still have not received your refund, contact us at support@grandsarto.com.
10. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
If your order has not yet been processed or shipped, we will do our best to cancel it.
If your order has already been shipped, you may exercise your applicable right of withdrawal after receiving the product.
Nothing in this section limits your statutory cancellation rights.
11. Contact Information
For all questions regarding returns, refunds, exchanges, or order cancellations, please contact us:
Business Name: Grandsarto
Address:
Grote Visserijstraat 25A
3026 CB Rotterdam
South Holland, Netherlands
Phone: 010 843 8224
Email: support@grandsarto.com
Website: Grandsarto
We appreciate your trust in Grandsarto and thank you for shopping with us.
Grandsarto – Customer Support Team