Política de reembolso

Return & Refund Policy

We want you to be completely satisfied with your purchase. Please read our return and refund terms carefully to understand how we handle returns, refunds and exchanges.

Returns

You may request a return within 30 days of receiving your order. To be eligible:

  • The item must be unused, unworn, with original tags, and in the original packaging
  • You must provide proof of purchase (receipt or order confirmation)

To start a return, please email us at shop@grollz.com with your order number and reason for return. Do not return items before receiving confirmation and instructions.

Once your return is approved, we’ll send you a return label and instructions. Items sent back without prior approval will not be accepted.

Return Address

The New Ways BV
Gyroscoopweg 2N
1042 AB
Amsterdam, The Netherlands

Returns must be shipped within 4 working days of receiving approval.

Damaged or Incorrect Items

If your order arrives damaged, defective or incorrect, notify us within 48 hours of delivery at shop@grollz.com. Fragile items must be photographed and images sent with your email. We may offer a replacement or a refund, depending on availability. Some items may need to be returned for inspection.

Cancellations

  • If your order has already been packed, cancellation is possible but subject to a 25% administration fee
  • If shipping has been booked or incurred, additional shipping costs will also be charged
    To cancel an order, contact us as soon as possible at shop@grollz.com

Exchanges

We do not offer direct exchanges. If you'd like to order a different item, please initiate a return for the original item and place a new order.

EU 14-Day Cooling-Off Period

If your order is delivered within the European Union, you have the legal right to cancel or return it within 14 days of delivery, for any reason, without justification. The item must still meet the standard return conditions (unused, with tags, in original packaging, with proof of purchase).

Refunds

After your return is received and inspected, we’ll notify you if the refund is approved. If approved:

  • A refund will be issued to your original payment method within 10 business days
  • Depending on your bank, it may take additional time for the refund to appear in your account

If you haven’t received your refund 15 business days after approval, please contact us at shop@grollz.com