Refund policy
Grelov — Last updated: May 2026
At Grelov, we design and source high-quality, made-to-order furniture. Because each piece is crafted specifically for your order, we maintain a careful quality assurance process before and after production to ensure your complete satisfaction upon delivery.
Please read this policy carefully before placing your order.
1. Made-to-Order Products
All Grelov products are made to order. This means each item is produced specifically for you after your purchase is confirmed. As a result:
- We do not accept returns or exchanges on items that are delivered as described and free of defects.
- Change-of-mind returns are not accepted once an order has been confirmed and production has begun.
- We strongly encourage you to review product dimensions, materials, and photos carefully before ordering. Our team is available at hello@grelov.com to answer any questions prior to purchase.
2. Our Quality Assurance Process
We take product quality seriously. Before your item ships, we carry out a three-step verification process:
- Before production: we photograph the colour swatch and fabric sample for your review and approval.
- During production: we verify the correct colour and material are being used.
- After production: we send you photos or a video of the completed item for final approval before shipment.
By approving the final photos or video, you confirm that the product matches your order. This approval constitutes acceptance of the item as produced.
3. Damaged or Defective Items
We take full responsibility for items that arrive genuinely damaged or defective. If your order arrives in this condition:
- Contact us within 5 calendar days of delivery at hello@grelov.com.
- Provide clear photographs or a video of the damage, including the packaging.
- We will review your case individually and work with you to find a fair resolution, which may include partial or full compensation, replacement parts, or a replacement item depending on the situation.
We approach every case with transparency and good faith. Our goal is to resolve issues quickly and fairly.
4. Dimensions and Specifications
If a product arrives with dimensions or specifications that do not match your confirmed order, please contact us within 5 calendar days of delivery with photos and measurements. We will review the case and offer appropriate compensation or resolution.
Minor variations in colour (due to screen display differences) or natural material characteristics (grain, texture) are not considered defects.
5. Shipping Delays and Transit Issues
Delivery to the United States typically takes 30 to 50 days depending on your location. Delivery timelines are determined by the shipping carrier and may be affected by customs processing. Grelov is not responsible for delays caused by customs, port congestion, or other factors outside our control.
Once your order ships, we will provide a tracking number so you can monitor your shipment in real time. We are available to assist in obtaining accurate logistics information at any stage.
6. Exceptional Returns
In the rare event that a return is agreed upon by Grelov (at our sole discretion), the following conditions apply:
- The item must be returned in its original, unused condition and original packaging.
- All return shipping costs are the responsibility of the customer.
- A restocking fee may apply.
- Refunds, if applicable, will be issued within 14 business days of receiving and inspecting the returned item.
Returns will only be accepted with prior written approval from Grelov. Items sent back without prior authorisation will not be accepted.
7. Order Cancellations
Orders may be cancelled within 24 hours of placement, before production begins. To request a cancellation, contact us immediately at hello@grelov.com. Once production has started, cancellations are not possible.
8. Contact Us
For any questions about this policy or your order, please reach out to us:
Grelov
Email: hello@grelov.com
We aim to respond within 1 business day.