Refund policy

Refund & Return Policy

Returns
If you are in the UK or EU, you have the right to cancel your order within 14 days of receiving your item, in line with consumer protection regulations.

To be eligible for a return:

  • Items must be unused, unworn, and in their original condition

  • Items must be returned in original packaging where possible

To initiate a return, please contact us at hello@grumpynook.com within 14 days of delivery, including your order number.

Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect.

  • Original shipping fees are non-refundable.

Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed to your original payment method within 5–10 business days.

  • Bank or payment provider processing times may vary.

Faulty or Incorrect Items
If you receive a faulty or incorrect item, please contact us within 48 hours of delivery, including photos where possible. We will arrange a replacement or refund at no additional cost to you.

International Returns
International customers are responsible for return shipping and any customs fees incurred when returning an item. We recommend using a tracked service, as we cannot be responsible for lost returns.

Rejected or Unclaimed Parcels (UK & International)

If a parcel is rejected by the customer, refused at delivery, unclaimed from the delivery office, or returned to us due to unpaid duties or failure to receive the parcel, the customer will be responsible for all return shipping fees and any additional charges applied by the carrier. These costs will be deducted from the final refund once the parcel has been returned to us and processed.

This applies to both UK and international orders.

If the carrier classifies the parcel as abandoned and it cannot be returned, no refund will be issued.

Please ensure that all delivery and customs requirements are met promptly to avoid additional fees or delays.

This does not affect your rights in cases where an item is returned due to a fault or an error on our part.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on Personalised items, sale/clearance items, seconds or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Buyer is responsible for return costs.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.