Refund policy
Refunds & Returns Policy – Grimstone Gear
At Grimstone Gear, we take pride in the quality and craftsmanship behind every item we create. Many of our products are personalised or made to order — and because of that, we have a strict but fair policy regarding refunds, returns, and exchanges.
48-Hour Return Window
We offer a 48-hour return window from the time your item is marked as delivered. If you believe there is an issue with your order, it is your responsibility to contact us within 48 hours of delivery.
To qualify for a return:
•The item must be unused and in its original condition
•It must be in its original packaging
•You must be able to provide proof of purchase
•We do not accept personalized items for return.
To start the return process, contact us at grimstonegear@gmail.com.
Return addresses will not be listed publicly.
If your item qualifies for return, you will receive the address privately during our correspondence. This is to protect the privacy and safety of our workspace.
Items sent back to us without approval will not be accepted.
Damaged or Defective Items
All damage or defect claims also fall under the 48-hour window.
If your item arrives damaged or defective, contact us within 48 hours of delivery with:
•Photos of the item and packaging
•A brief description of the issue
We will assess the situation. If we determine the damage occurred during shipping, we will issue a replacement or a refund depending on the circumstances.
Non-Returnable & Non-Refundable Items
Certain items are not eligible for returns or refunds under any circumstances:
•Personalised or custom-made products
•Digital products
•Gift cards
•Sale or discounted items
•Perishable goods, personal care items, or hazardous materials
If you're unsure whether your item is eligible, get in touch before placing your order.
Digital Products
Due to their nature and instant access upon purchase, all digital product sales are final and non-refundable. Please ensure you are certain before confirming your purchase.
Exchanges
We do not offer direct exchanges. If your item is eligible for return and approved, you may place a new order separately.
Refunds
Once a return is received and inspected, we’ll notify you of the decision.
•If approved, your refund will be processed to your original payment method within 10 business days.
•Please allow time for your bank or payment provider to complete the transaction on their end.
If it’s been more than 15 business days since your refund was approved and you haven’t received it, contact us at grimstonegear@gmail.com.
Your support keeps Grimstone Gear running, and while we stand behind our work, this policy exists to protect both sides. We're a small operation — not some faceless megacorp — so respect the rules, and we’ll do right by you.
Thanks for shopping with Grimstone Gear.