Refund policy
Returns & Refunds
Please read before ordering: return shipping is paid by the customer. Grimhouse does not provide free return labels or prepaid postage.
We want you to be happy with what you ordered. If something is not right, here is exactly how it works, in plain terms.
At a glance
| Return window | 30 days from the date you receive your order |
| Who pays return shipping | The customer |
| Restocking fee | 10% of the item price, deducted from your refund |
| Damaged or faulty on arrival | Reported within 48 hours, resolved at our cost |
| Refund method | Back to your original payment method |
| Refund timing | Within 7 business days of your return being received and inspected |
| Start a return | Email support@grimhouse.shop |
1. Your return window
You have 30 days from the date your order is delivered to request a return.
Requests made after day 30 cannot be accepted.
2. Condition of returned items
To be accepted, a returned item must be:
- Unused and in resalable condition. You may open the package and inspect the item, in the same way you would in a shop. Items showing use, installation, weather exposure or wear cannot be refunded.
- Complete. All components, accessories, hardware, inserts and instructions must be included.
- In its original packaging. The original box or bag must be intact and included.
- Securely repacked for transit. Please pack the item so it arrives back with us undamaged. Items that arrive back broken because of poor packing cannot be refunded in full.
Important: do not write on, tape over or use the product's own retail box as the outer shipping carton. Place it inside a separate outer box.
3. Damaged, faulty or incorrect items
If your order arrives damaged, faulty, or is not what you ordered, this is on us and it will not cost you anything.
Contact us within 48 hours of delivery at support@grimhouse.shop and include:
- Your order number
- Clear photographs of the item showing the damage or fault
- A photograph of the outer packaging, if that was damaged too
- A short description of the problem
We will review and respond within 3 business days, and resolve the case within 7 business days of receiving your photographs. Depending on the situation we will send a replacement, issue a full refund, or arrange a return at our expense.
Claims made more than 48 hours after delivery may be treated as a standard return under Section 2.
4. How to start a return
Email support@grimhouse.shop with the subject line Return Request – [your order number].
Include the following:
- Your order number
- Your full name
- The item or items you wish to return
- Your reason for the return
- Photographs, if the item is damaged or faulty
- Your return address
We will reply with a return authorisation and the correct return address.
Do not send anything back before you receive that address from us. Packages returned to the sender address on the parcel, or sent without authorisation, cannot be tracked, received or refunded.
5. Return shipping costs
You are responsible for the cost of returning an item to us, unless the item arrived damaged, faulty or incorrect.
- We do not issue prepaid return labels.
- We strongly recommend a tracked and insured service. Until your return reaches us, it is your responsibility, and we cannot refund a parcel that is lost in transit without proof of delivery.
- Original shipping charges are not refunded on standard returns.
- Any customs duties, taxes or brokerage fees on a return are the customer's responsibility.
6. Refunds
Once your return arrives, we inspect it and email you the outcome.
- Approved refunds are issued within 7 business days of inspection, to the original payment method.
- Your bank or card issuer may take a further 5 to 10 business days to show the funds.
- A restocking fee of 10% is deducted from refunds on standard returns. This is not applied to damaged, faulty or incorrect items.
- If a return does not meet the conditions in Section 2, we will contact you before making any deduction and give you the option to have the item shipped back to you at your cost.
7. Items we cannot accept back
- Items returned after the 30-day window
- Items that have been used, installed outdoors, or exposed to weather
- Items missing components, hardware or original packaging
- Clearance or final-sale items, where marked as such on the product page
- Gift cards
8. Cancelling or changing an order
We pack and dispatch quickly, especially during October.
- If your order has not yet been dispatched, email us and we will cancel or amend it at no charge.
- Once an order has been dispatched, we cannot recall or reroute it. You may still return it under this policy once it arrives.
To change a delivery address, contact us as soon as possible. Address changes cannot be made after dispatch.
9. Seasonal orders
Halloween delivery cut-off dates are published on our website and updated through October. Orders placed before the published cut-off are covered by our delivery guarantee. Orders placed after the cut-off will still be fulfilled, but we cannot guarantee arrival before 31 October, and late arrival on those orders is not grounds for a claim under Section 3.
10. EU and EEA customers: right of withdrawal
If you are a consumer resident in the EU or EEA, entering into this contract for purposes outside your trade, business or profession, you have a statutory right of withdrawal in addition to the policy above.
Withdrawal period. You may withdraw from the contract within 14 days of the day you, or a third party you nominate, takes physical possession of the goods.
How to withdraw. Inform us by a clear statement, by email to support@grimhouse.shop, of your decision to withdraw. You may use the model withdrawal form, but you are not obliged to. Sending your notice before the 14-day period expires is sufficient.
Returning the goods. You must send the goods back without undue delay and no later than 14 days from the day you notify us of withdrawal. You bear the direct cost of returning the goods.
Reimbursement. We will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we receive the goods back or you supply proof that you have sent them, whichever is earlier. We use the same payment method you used originally, and this costs you nothing.
Diminished value. You are liable for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Contact
Email: support@grimhouse.shop Response time: within 1 business day
Last updated: 8/10/2026