Refund policy

Store Name: Grassivo

Owned and Operated by: BAINTHORNE ADVISORY LTD

Company Number: 16479014

At Grassivo, we want you to be completely satisfied with your home and garden outdoor purchases. We offer a transparent, straightforward 30-Day Money-Back Guarantee to ensure a high-trust shopping experience.

If you need to return an item or request a refund, please read our complete policy below.

1. The 30-Day Return Window

You have 30 calendar days from the exact date your item was delivered to request a return. If 30 days have passed since your delivery date, we unfortunately cannot offer you a refund or an exchange.

2. Eligibility & Product Conditions

To qualify for a successful return and full refund under our guarantee, your item must meet the following criteria:

The item must be unused, unwashed, and in the same physical condition that you received it.
The item must be in its original packaging, including all protective wraps, boxes, manuals, and accessories.
You must provide a valid proof of purchase (such as your Grassivo order number or order confirmation email).

3. How to Initiate a Return

We process all returns strictly via email to maintain accuracy and security. Do not send items back to us without receiving prior written approval and a Return Authorization.

Step 1: Email our customer support team at info@grassivo.shop.
Step 2: Provide your full name, order number, and a brief description of why you want to return the item. For broken, defective, or incorrect items, please attach clear photographs or videos of the issue.
Step 3: Our team will review your request within 1–2 business days. If approved, we will provide you with clear instructions and the exact return authorization data.

4. Physical Return Address

All authorized returns must be shipped directly to our registered physical facility at the following address:

Grassivo Returns Department

THE CHAPEL HOUSE HIGHBRIDGE ROAD

HIGHBRIDGE

EASTLEIGH

ENGLAND SO50 6HN

Note: Any items sent to our warehouse without prior approval or sent to any other address will not be accepted and will not be eligible for a refund.

5. Return Shipping Costs

Customer Choice / Change of Mind: If you are returning an item because you changed your mind, ordered the wrong size/model, or no longer want the product, you (the customer) are responsible for paying your own return shipping costs out of pocket.
Defective, Damaged, or Incorrect Items: If the product arrives damaged in transit, defective, or we sent you the wrong item, Grassivo will cover 100% of the return shipping costs. We will issue a prepaid shipping label via email once the defect is verified.
Restocking Fees: Grassivo does not charge any restocking fees or hidden administrative costs for returned items.

6. Refund Processing Times & Method

Once your physical return is delivered to our address, our inspection team will check the package to confirm it meets the product condition guidelines outlined above.

Approval Notice: We will send you an email notifying you that we have received your returned item and whether your refund has been approved or rejected.
Processing Time: Once approved, your refund will be finalized within 7 business days.
Original Payment Method: The funds will be credited automatically back to the original payment method you used at checkout (Visa, Mastercard, American Express, Maestro, UnionPay, Shop Pay, Apple Pay, or Google Pay). No exceptions can be made to refund money to an alternative card or bank account.

7. Late or Missing Refunds

If you haven't received your refund after 7 business days from our approval notice:

Check your bank account or credit card statement again.
Contact your bank or credit card company. It often takes some internal processing time before a refund is officially posted to your account balance.
If you’ve done all of this and still have not received your refund, please contact us immediately at info@grassivo.shop.