The short version
30 days from delivery. If it is unused and in its original packaging, we take it back and refund the product price. If it arrived defective or damaged, we replace it first and sort the paperwork after — send a photo and the order number.
What we ask
- Start the return within 30 days of the delivery scan
- Keep the original packaging until you are sure — props survive shipping in their box, not in a trash bag
- Write to support@grimora-ofc.com with the order number; we send a label and instructions the same business day
Damaged, defective or incorrect items
If your order arrives damaged, defective or incorrect, contact us within 7 days of delivery with photos of the product and the packaging. Once confirmed we replace it or refund it in full, including shipping — and you do not have to send the broken one back at your own cost.
Refund timing
Once a return is received and inspected, approved refunds go back to the original payment method. Allow 5–10 business days for it to appear on your statement, depending on your bank.
What we do not do
We do not charge restocking fees, and we do not argue about a prop that failed in the first storm. Wind-tested means wind-tested; if an anchored piece went down in conditions it was rated for, that is on us, not on you.