Our Promise
If something is wrong with your order, we will make it right. Contact us within 24 hours and we will resolve it quickly.
1. Eligible Refunds
Damaged items
Full refund or replacement for items that arrive damaged. Photo evidence required within 24 hours of delivery.
Missing items
Full refund for items paid for but not delivered. Report within 24 hours.
Incorrect items
Full refund or replacement if you receive the wrong item.
Significantly late delivery
Partial refund at our discretion if delivery is significantly later than the estimated time and this causes inconvenience.
Failed delivery (our fault)
Full refund including delivery fee if we fail to deliver through no fault of yours.
Out of stock items
Full refund for items that become unavailable after your order is placed and no suitable substitute is offered.
2. Non-Refundable Situations
✕Change of mind after order has been dispatched
✕Incorrect delivery address provided by customer
✕Failed delivery due to customer not being present (age-restricted items)
✕Products consumed or partially used before reporting an issue
✕Delivery fee where delivery was completed successfully
✕Orders cancelled after the 2-minute cancellation window
3. How to Request a Refund
Step 1Email hello@grabbi.uk within 24 hours of delivery
Step 2Include your order number and a clear photo of the issue
Step 3We will review and respond within 4 hours during operating hours
Step 4Approved refunds processed within 3–5 business days to your original payment method
4. Order Cancellation
You may cancel your order within 2 minutes of placing it for a full refund. Once your order has been picked or dispatched, cancellation is not possible. To cancel, contact us immediately at hello@grabbi.uk or call your store directly.
5. Refund Method
All refunds are issued to your original payment method. We do not issue cash refunds. Refund processing times depend on your bank — typically 3–5 business days after we process the refund.
6. Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.
7. Contact
Email: hello@grabbi.uk
We aim to resolve all refund requests within 24 hours.
