Refund policy

General terms

We aim to dispatch all hardware orders within 24 hours of receiving full payment. Once a hardware order has been dispatched, it cannot be canceled or refunded. If you wish to cancel an order, you must notify our Customer Success Team immediately via phone or email, quoting your order number

Missing items

Upon delivery, you must check that all ordered items and components are present. If any item is missing, you must report it to Grafterr within 7 days of delivery. We will investigate and resolve the issue as quickly as possible. Claims made after this period will not be Accepted.

Products damaged in transit

If your goods arrive damaged, you must report this to us within 7 working days of delivery. If the packaging appears damaged upon receipt, you should notify the delivery carrier and inform Grafterr immediately.

To request a replacement, the damaged goods must be made available for collection in their original packaging, including all accessories and documentation. Grafterr will arrange the collection and delivery of replacement items.

Warranty returns

All products come with a 12-month basic manufacturer’s warranty. If a product develops a fault within the warranty period, it may be eligible for repair or replacement under our full terms and conditions.

Grafterr reserves the right to repair faulty equipment multiple times before deeming it unrepairable. A refund under the warranty will only be considered if all repair and replacement options have been exhausted and no suitable alternative is available.

Courier costs

If our product team confirms that your goods are faulty and require replacement, Grafterr will cover the costs of collection and delivery. Delivery costs in any other circumstances are Non-refundable.

Terms & conditions

For further details, please refer to our full Terms & Conditions. These terms do not affect your statutory rights.