Refund policy

Returns & Cancellations

Order cancellation before shipping
The customer can cancel the order, as long as it has not yet been shipped and as long as it is not a personalized product. If the customer places an order and wants to cancel it, he/she must, at first, check the status of the order through the My Order menu located in the upper right corner of the website\'s main page. And if the order status mentions "Registered" there is a possibility that it will still be cancelled. However, the customer must contact our Customer Service and request the cancellation of his order. Only after this procedure is it possible for our Customer Support Department to ask our warehouse to cancel the order. If the cancellation request is successful, the customer will be notified by email of this decision and the cancellation will be processed at no cost to the customer. If the cancellation request is not possible, the products will be sent to the customer who, if he maintains his intention to cancel the order, must refuse to receive them. The products will be returned and, upon receipt, the chargeback will be processed. Orders for customized products cannot be canceled before shipping, as the customization process is already underway, as it starts immediately after receiving the order. However, the customer can proceed with the return according to the conditions and return rules mentioned below.

Return of defective products
The customer has the right to return the delivered products if they are found to have defects or other non-conformities in relation to the ordered products. Returns can be made within 15 days after receiving the order. This does not affect your statutory rights. If your claim is justified, the price and shipping costs will be refunded. For more information on how to return, please contact our after-sales service via email. geral@grine.pt

Return of products due to withdrawal
If for any reason you are not satisfied with the products you have ordered, you can return them within 15 calendar days of receipt, provided that:
• They are not personalized products;
• The products have not been used (unless the product contains information to the contrary, the customer has the right to try on the products to test the size and shape, but cannot use them);
• The product retains its original characteristics and the packaging is not damaged (packages opened carefully will not be considered damaged);
• Product is complete (eg both items in a pair must be returned);

Cannot return:
• Products that have been tampered with.

Return of offers
It is currently not possible for a person who received a product as a gift from another person to return it. In this case, to proceed with the return, you must contact the person who purchased it, so that he/she can return it, in accordance with the Return Conditions.

Exchange of products or sizes
To exchange one item for another or to change sizes please follow the steps in Returns

Return information
If your return is justified by the existence of a defect or non-compliance with the products ordered, Grine will bear the shipping and return costs. If your return has been made for reasons other than the justified existence of a defect or non-conformity of the ordered products, Grine will not refund the shipping costs or payment processing fees.

Refunds will be made based on the form of payment. If the customer makes the payment by ATM reference or bank transfer, it is necessary for the customer to give his bank details to our Customer Support, at the moment in which the return process begins. This indication is necessary so that we can proceed with the refund of the money to your account. The customer will receive a refund after the product(s) have been returned and processed.