Terms&Condition

Sample Policy
We appreciate that you may like to see a sample of a product to confirm an order or selection. We are happy to provide samples however due to the obvious expenses incurred with this process, we do have several policies in place.

Please browse our website and catalogues and speak to our specialists to obtain any relevant information prior to requesting a sample to ensure we are providing you with the correct products suited to your needs.

Samples with a value of $10.00 and under can be dispatched without charge.

Any products with a value over $10.00 or which have been requested to be sent via an overnight courier service due to urgency attract the following policy conditions:

  • If you have elected to place an order but need to check the quality of an item, we are pleased to arrange a sample without charge, upon order confirmation. If your full order does not go ahead for any reason, you will be charged the cost of the sample plus freight.
  • If you would prefer to receive a sample prior to placing an order, you will be charged the cost of the sample plus freight. A tax invoice will be issued for samples and dispatch will occur when payment has been received. The full amount will be credited to you should you proceed with an order.

Due to the cost of doing business and our desire to keep prices low for our customers, we reserve the right to decline questionable/non-business free sample requests and to limit the number of items sent and appreciate your understanding.

Refund Policy


We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
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To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at after-sale@grandforestcustomitems.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at after-sale@grandforestcustomitems.com.


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
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items 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.


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.