Returns & Refunds

You took the dare. If something went wrong before you got to the bold part, we want to make it right. Here's exactly how returns and refunds work at GRIG, written in plain language so there are no surprises.

Short version: for food-safety and hygiene reasons we generally cannot accept returns of opened or perishable food, but if your order arrives faulty, damaged or incorrect, we'll sort it out fast. And where the law gives you a 14-day right to change your mind on unopened, non-perishable items, we honour it.

Food is different, and the rules reflect that

Because we sell food, returns don't work the same way they do for a t-shirt. Once a food product has left our control, has been opened, or is perishable, we can't put it back on the shelf, so for hygiene and safety reasons it generally cannot be returned or refunded simply because you changed your mind.

This does not affect your rights when an order is faulty, damaged in transit, or not what you ordered. Those are always covered, as set out below.

Your EU 14-day right to change your mind

If you are a consumer in the EU, you have a statutory right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. Under EU consumer law, this right has limits for certain goods, and it applies here only to items that are:

Unopened — still in their original, sealed packaging with any seals intact.
Non-perishable — products that are not liable to deteriorate or expire quickly.
In resaleable condition — unused and undamaged.

The 14-day withdrawal right does not apply to perishable goods, or to sealed goods that have been opened or unsealed after delivery, because once opened they cannot be returned for hygiene and safety reasons. This is a standard exception under EU consumer rules and does not take away your other legal rights.

How to exercise your withdrawal right

Contact us within the 14-day window at podpora@grig.cz and tell us you wish to withdraw.
You can use a clear written statement; a model withdrawal form is available at the model withdrawal form section of our Terms of Service.
Send the eligible items back to Grig Distribuce s.r.o., Svatopluka Čecha 2672/100, Královo Pole, 612 00 Brno, Czech Republic. Unless your order was faulty or incorrect, the cost of return shipping is yours to cover.
Items must arrive back with us within 14 days of you telling us you're withdrawing.

Faulty, damaged or incorrect orders

If your parcel turns up looking like it lost a fight, or the contents aren't right, that's on us to fix. You're covered if:

An item is damaged when it reaches you.
An item is faulty or not of the quality you'd reasonably expect.
You received the wrong item, or your order is incomplete.

What to do

Get in touch within 30 days of delivery at podpora@grig.cz.
Include your order number and, where possible, a photo of the damaged item or packaging. It speeds everything up.
Please do not throw the item away until we've confirmed how to proceed.

Once we've reviewed it, we'll offer a replacement or a refund, whichever suits you and the situation. For faulty, damaged or incorrect orders, you won't be out of pocket for return postage.

How refunds are issued

Approved refunds go back to your original payment method.
We aim to process eligible refunds within 14 days of approving your request or receiving the returned items.
Your bank or payment provider may take additional time to show the refund in your account.

Allergen note

Allergen information for our products is provided on the packaging. Please always read the final packaging label for the definitive allergen statement before consuming. The full allergen wording is shown there: Insect-based foods may cause an allergic reaction in people allergic to crustaceans, molluscs and house dust mites. Products may contain traces of cereals containing gluten. Always read the label on the final packaging..

Talk to a human

Questions about a return, a refund, or whether your item qualifies? We'd rather hear from you than leave you guessing.

Email: podpora@grig.cz
Returns address: Grig Distribuce s.r.o., Svatopluka Čecha 2672/100, Královo Pole, 612 00 Brno, Czech Republic
Trading entity: Grig Distribuce s.r.o., IČO 09361103, Commercial Register kept by the Regional Court in Brno, file C 118646/KSBR, VAT ID CZ09361103
Response time: we aim to reply within 24 hours on business days.

None of the above affects your statutory rights as a consumer under applicable EU and national law.