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4. Return Shipping Costs

4.1 Who Pays Return Shipping?

Situation	Customer Location	Who Pays?	Amount
Change of Mind	EU	Customer	Variable
Change of Mind	Non-EU	Customer	Variable
Defective/Damaged	All Locations	Griffin1866 (FREE)	€0
Wrong Item Shipped	All Locations	Griffin1866 (FREE)	€0
Unauthorized Return (No RA)	All Locations	Customer	Variable + Risk of Refusal

4.2 Return Shipping (EU Customers)

Included: - return shipping label - Standard carrier service - Basic tracking - Coverage for loss or damage

Not Included: - Express return shipping (you may upgrade at your cost) - Insurance beyond carrier’s basic coverage - Packaging materials

Weight/Size Limits: - Standard parcel: Up to 30 kg - Bulky items: Special arrangement required (contact us)

4.3 Customer-Paid Return Shipping (Non-EU)

Your Responsibility: - All shipping costs - Packaging materials - Insurance (recommended) - Customs documentation

Estimated Costs (guidance only): - USA to Malta: $30-$80 depending on carrier and weight - Canada to Malta: $40-$90 - Asia to Malta: $35-$100 - Australia to Malta: $50-$120

Cost-Saving Tips: - Compare multiple carriers - Use online shipping platforms for discounts - Consider slower services (economy vs. express) - Ship with others’ packages to share costs (freight forwarders)

Important: We cannot reimburse return shipping costs unless the return is due to our error (defective, damaged, or wrong item).

4.4 Refund of Return Shipping Costs

We Reimburse Return Shipping IF: - Item received defective or damaged - Wrong item shipped - Item not as described

How to Get Reimbursed: 1. Pay for return shipping and get receipt 2. Ship item back to us 3. Email receipt to service@griffin1866.com with RA number 4. Refund includes return shipping cost (up to actual cost or €25, whichever is lower)

Not Reimbursed: - Return shipping for change of mind (Non-EU customers) - Express or premium shipping upgrades - Insurance premiums - Packaging materials

5. Inspection and Processing

5.1 Upon Receipt at Our Warehouse

Within 1-2 Business Days: - ✓ Package received and logged into system - ✓ RA number verified - ✓ Package condition documented - ✓ Email notification sent: “Return Received” with date

Within 3-5 Business Days: - ✓ Package opened and inspected - ✓ Items compared against RA request - ✓ Condition assessment performed - ✓ Verification of all components - ✓ Assessment of any value diminishment - ✓ Email notification sent: Inspection results

5.2 Inspection Criteria

Pass Inspection (Full Refund Approved)

Requirements Met: ✓ Item in resalable condition
✓ Minimal signs of testing (equivalent to in-store handling)
✓ All components and accessories present
✓ Original packaging intact (or acceptable alternative)
✓ No damage beyond minor cosmetic wear
✓ Product functionality unaffected
✓ Documentation and manuals included
✓ No missing parts or items

Examples of Acceptable Condition: - Box opened to examine contents - Protective plastic removed to inspect item - Item powered on once to test functionality - Clothing tried on (no wear, no alterations, tags attached) - Minimal fingerprints or handling marks that clean off

Partial Refund Conditions

Value Diminishment Applies IF:

🟡 Excessive Wear or Use (100% deduction): - Signs of use beyond normal testing - Multiple use cycles evident - Wear patterns indicating extended use - Cosmetic damage from use

🟡 Missing Components (Cost of item deducted): - Missing accessories (cables, adapters, etc.) - Missing user manuals - Missing original packaging materials - Missing parts or pieces

🟡 Damaged Packaging (100% deduction if product-related): - Box significantly damaged beyond shipping wear - Missing packaging inserts - Torn or missing labels - Incomplete packaging

Deduction Calculation: - Based on cost to restore to resalable condition - Market value impact - Replacement cost of missing items - Industry standards

Fail Inspection (Return to Customer or No Refund)

Grounds for Refusal:

❌ Severely Damaged by Customer: - Broken or non-functional due to misuse - Major cosmetic damage - Structural damage to product

❌ Clearly Used Beyond Testing: - Extensive wear and tear - Evidence of prolonged use - Dirt, stains, or odors

❌ Not Original Product: - Different item returned - Counterfeit item - Switched with damaged/older version

❌ Missing Major Components: - Main parts of product missing - Product is incomplete - Core functionality items missing

Outcome: - Item returned to you at your cost - No refund issued - You responsible for return shipping back to you - Original shipping fees not refunded

5.3 Inspection Communication

You’ll Be Notified IF: - Item fails inspection - Partial refund recommended - Additional information needed - Discrepancy between RA and actual return

Response Required: - You have 5 business days to respond - Options presented clearly in email - Accept partial refund, or - Pay for return shipping to get item back, or - Dispute assessment (provide evidence)

No Response After 5 Days: - We proceed with recommended action - Item disposed of or donated (if no refund issued) - Partial refund processed automatically (if applicable)

6. Refund Processing

6.1 Refund Timeline

Stage	Timeline from Receipt at Warehouse
Package received	Day 0
Inspection begins	Day 1-2
Inspection complete	Day 3-5
Refund approved & initiated	Day 5-7
Refund appears in your account	Day 10-14

Legal Maximum: 14 days from receiving your return (EU law)

Typical Timeline: 7-13 days for most returns

6.2 Refund Method

Default: Same payment method used for original purchase

Refund Processing by Payment Method:

Original Payment Method	Refund Method	Time to Receive
Credit Card	Credit to same card	3-5 business days
Debit Card	Credit to same card	3-5 business days
PayPal	PayPal account credit	1-2 business days
Bank Transfer	Return bank transfer	5-7 business days
Buy Now Pay Later (Klarna, etc.)	Account credit per provider	3-5 business days
Cash on Delivery	Bank transfer (IBAN required)	5-10 business days

Card Expired or Closed?: - Contact your bank - refunds typically still processed - Or contact us for alternative refund method - Bank transfer option available (provide IBAN)

Alternative Refund Methods (if original unavailable):

Store Credit (Instant): - Credited to your customer account - No expiration - Can be used immediately for new purchases - 5% bonus offered as incentive (optional)

Bank Transfer (Provide Details): - Full name (account holder) - IBAN - BIC/SWIFT code - Bank name and address - Processing: 5-10 business days

6.3 Refund Amount Breakdown

Standard Return (Full Refund)

You Receive: - 100% product price - 100% original standard shipping (if entire order returned) - Return shipping: FREE (EU) or customer paid (Non-EU) - Taxes/VAT: Full refund of VAT paid

Example:

Product Price: €100.00
Original Shipping: €4.95
Total Paid: €104.95
REFUND: €104.95 (full order returned)

Partial Order Return

You Receive: - 100% price of returned items - Shipping: Pro-rated or not refunded (if keeping some items) - Taxes/VAT: Pro-rated refund

Example:

Original Order:
- Item A: €60
- Item B: €40
- Shipping: €4.95
- Total: €104.95

Returning Item B Only:
REFUND: €40.00 (shipping not refunded)

Defective/Damaged Item Return

You Receive: - 100% product price - 100% original shipping cost - 100% return shipping (if you paid - reimbursed up to €25) - Any additional reasonable costs (case-by-case)

Example:

Product Price: €100.00
Original Shipping: €4.95
Return Shipping Paid: €10.00
REFUND: €114.95

Return with Value Diminishment

You Receive: - Product price MINUS diminishment deduction - Original shipping: Not refunded (usually) - Return shipping: FREE (EU) or customer paid (Non-EU)

Example:

Product Price: €100.00
Value Diminishment: -€15.00 (missing accessories)
REFUND: €85.00

6.4 Refund Deductions

Restocking Fee: - Standard Returns: None - Opened Non-Returnable Items (if accepted as exception): Up to 30% - Business/Wholesale Orders (if specified in agreement): Up to 15%

Value Diminishment: - Range: 10-50% of product price - Based on: Extent of use, missing items, damage - Calculated: Cost to restore to resalable condition

Missing Components: - Actual replacement cost deducted - Examples: Cable (€10-25), Manual (€5), Remote (€15-40)

Refused or Failed Returns: - No refund - Return shipping to you: €15-50 (if you want item back)

7. Exchanges

7.1 Exchange Policy

Standard Policy: We do not offer direct exchanges.

Why? - Faster to process refund + new order - More flexibility for you - Avoid waiting for return inspection - Can use current promotions - Can choose different items if desired

7.2 How to Exchange an Item

Process:

1.          Return original item following return process above

2.          Place new order for desired item immediately (don’t wait)

3.          Request priority processing (mention in order notes or contact customer service)

4.          Receive refund when return processed (usually within 10-14 days)

Advantages: - Get desired item faster (new order ships immediately) - Not stuck waiting for return inspection - Freedom to choose any product - Can use discount codes on new order

7.3 Expedited Exchange Service

Available For: - Size or color exchange of exact same product - Defective item replacement - Wrong item received

How to Request: 1. Contact customer service: service@griffin1866.com 2. Subject: Expedited Exchange Request - Order #[Number] 3. Specify: Exact item desired (SKU, size, color) 4. Reason: Size wrong, defect, etc.

Benefits: - Replacement shipped before return received (approved customers) - No waiting period - Free return shipping - Priority handling

Requirements: - Account in good standing - Previous order history preferred - Valid payment method on file - Exchange for same or lower value item

8. Defective or Damaged Items - Special Procedures

8.1 Immediate Action Required

Timeline: Report within 48 hours of delivery

Do NOT: - ❌ Return item immediately without contact us - ❌ Discard packaging or damaged items - ❌ Continue using defective item (may affect warranty)

DO: - ✅ Contact us immediately: service@griffin1866.com or call +356 [Number] - ✅ Photograph damage or defect comprehensively - ✅ Keep all packaging and materials - ✅ Await instructions before proceeding

8.2 Required Documentation

Photographs Required (Email or upload):

For Damaged Package: 1. Outer packaging showing damage (all sides) 2. Close-up of damaged areas 3. Inside of box showing packing materials 4. Product showing damage 5. Any damage to product components

For Defective Item: 1. Item showing defect 2. Close-up of defect 3. Video of malfunction (if applicable) 4. Display screen showing error (if applicable) 5. Product with serial number visible

Photo Guidelines: - Good lighting - Clear focus - Multiple angles - Context visible (full item and close-ups) - File size: Maximum 5MB per photo - Format: JPG, PNG - Maximum: 10 photos

Written Description: - What is wrong - When did you notice it - What happens when you try to use it - Any error messages - What you’ve tried

8.3 Assessment and Resolution

Within 24 Hours, our team will: 1. Review your photos and description 2. Assess the issue 3. Determine appropriate resolution 4. Send you detailed instructions

Possible Outcomes:

Option 1: Keep Item + Partial Refund - For minor defects not affecting function - Cosmetic damage only - You decide to keep item - Partial refund based on diminished value (10-30%)

Option 2: Immediate Replacement - New item shipped immediately (before return received) - Free return shipping label for defective item - No waiting period - Fastest resolution

Option 3: Return for Full Refund - Free return shipping label provided - Full refund including all shipping costs - Refund of any additional expenses (case-by-case) - Compensation for inconvenience (case-by-case)

Option 4: Repair Arranged - For high-value items (over €500) - Authorized repair center in your area - All costs covered by us - Extended warranty as compensation

Option 5: Credit and Keep Item - For expensive return shipping (bulky items) - Store credit issued (typically 20-50% of value) - You keep the item as-is - Can use credit toward replacement

8.4 Warranty Claims (Beyond 14 Days)

Statutory Warranty: 2 years from delivery date

How to File Warranty Claim:

1.          Contact: service@griffin1866.com

2.          Subject: Warranty Claim - Order #[Number]

3.          Provide:

–            Order number and date

–            Item description

–            Description of defect

–            When defect discovered

–            Photos or video of defect

–            Proof of purchase

Warranty Coverage: - Manufacturing defects - Material defects - Defects existing at time of sale - Normal use failures

Not Covered: - Normal wear and tear - Misuse or abuse - Accidental damage - Unauthorized repairs or modifications

Warranty Process: - Assessment: 1-3 business days - Resolution: Repair, replacement, or refund - Free return shipping for warranty claims - Extended warranty may be offered as goodwill

9. Special Situations

9.1 Bulky Items (Furniture, Large Appliances)

Special Handling Required:

Do NOT Ship Back Without Authorization: - Shipping costs very high - Risk of damage in transit - Special carriers needed

Process: 1. Request Return: Use online form or email 2. Assessment: May include remote troubleshooting 3. Resolution Options: - Collection arranged at our cost (EU only) - On-site inspection for defects - Partial refund to keep item - Standard return if customer arranges shipping

Collection Service (If Applicable): - Scheduled within 5-10 business days - At no cost to you (EU) - Same carrier as delivery (usually) - You must be present

Requirements: - Item in original packaging preferred - Accessible for collection (ground floor or elevator) - All parts and accessories included

9.2 Multiple Items in One Order

Returning Some Items, Keeping Others:

Process: - Request RA for items to return only - Keep items you wish to keep - Each item evaluated separately

Refund Calculation: - Partial refund for returned items only - Shipping costs usually not refunded for partial returns - Unless entire order was defective

Example:

Order: 3 items (A, B, C) + €4.95 shipping = €104.95
Returning: Item B (€30)
Keeping: Items A (€40) and C (€30)
Refund: €30.00 (shipping not refunded)

9.3 Promotional Items and Free Gifts

Free Items Included with Purchase:

Returning Main Item: - Must return all free gifts received with order - If gift not returned: Cost deducted from refund - Example: Free €10 gift not returned = €10 deducted

Keeping Main Item: - Can keep free gifts - No need to return promotional items

Used Gift Cards or Promo Codes: - If entire order returned: Promo code may be reinstated - Gift card value: Deducted from refund

Example:

Order: Item (€50) + Free Gift (€10 value) - €10 Promo Code = €40 paid
Returning: Both item and gift
Refund: €40 (amount paid)
Promo code may be reinstated for future use

9.4 Sale Items and Clearance

Discounted Items: - Regular Returns: Same return policy applies - Final Sale Items: Only returnable if defective - Clearance Marked “As-Is”: No returns unless defective

How to Identify Final Sale: - Clearly marked on product page - Noted in cart and at checkout - Confirmation email states “Final Sale”

Sale Item Returns: - Return within 14 days - Refund is sale price paid (not original price) - Free return shipping (EU customers)

9.5 Gift Returns

Returning Items Received as Gift:

Requirements: - Original order must be identifiable - Recipient can return (gift-giver contact not needed)

Process: 1. Contact us: service@griffin1866.com 2. Provide any information from package (order number if visible) 3. RA issued to recipient’s name

Refund Options: - Store credit (easiest option) - Refund to original payment method (requires gift-giver consent) - Exchange for different item

Gift Receipts: - If gift receipt included: Refund amount shown - If no gift receipt: May require gift-giver to confirm order

10. International Returns (Non-EU Customers)

10.1 Additional Requirements

Customs Documentation:

Commercial Invoice (Required): - Mark as “RETURNED GOODS” - Original purchase price - Reason for return - Original order number - HS commodity codes (we provide if needed)

Customs Declaration Form: - CN22 (for postal returns under €300) - CN23 (for postal returns over €300) - Courier forms (provided by carrier)

Complete All Fields: - Accurate item description - Correct value - Quantity - Country of origin (originally shipped from)

10.2 Customs Duties and Taxes

Important Information:

We Cannot Refund: - Import duties you paid on original shipment - VAT or sales tax - Customs clearance fees - Brokerage fees

Duty Drawback: - Some countries allow recovery of duties on returned goods - Contact your customs authority - Process varies by country - You must apply directly

Return Customs: - Your return shipment should not incur customs charges when entering Malta - Mark as “Returned Merchandise” - Attach copy of original commercial invoice

10.3 Return Shipping Costs

Your Responsibility:

Estimated Costs by Region: - North America: $30-90 USD - Asia-Pacific: $35-100 USD - Middle East: $40-80 USD - Latin America: $50-120 USD

Factors Affecting Cost: - Package weight - Dimensions - Carrier chosen - Service level (economy vs. express) - Insurance

Cost-Saving Tips: - Use postal service (slower but cheaper) - Compare carrier rates online - Ship on weekdays (sometimes cheaper) - Consider consolidation services - Remove unnecessary packaging weight

Tracking Required: - MANDATORY for all international returns - Insure packages over €100 - Keep all receipts and documents

10.4 Transit Times

Expected Times: - North America: 7-15 business days - Asia-Pacific: 10-20 business days - Middle East: 8-16 business days - Latin America: 10-25 business days

Customs Clearance: - Can add 3-7 days - Malta customs processing - Normal delays during holidays

11. Return Status Tracking

11.1 Online Tracking

Track Your Return:

Method 1: Visit www.griffin1866store.com/track-return - Enter order number - Enter email address - View current status

Method 2: Customer Account - Log in to your account - Go to “My Returns” - Select RA number to view details

Method 3: Shipping Carrier - Use tracking number from shipping receipt - Check carrier website

11.2 Return Status Stages

Tracking Stages:

1.          RA Issued (Day 0)

–            Return authorization created

–            Instructions sent

–            Return label provided (if applicable)

2.          Return Pending Shipment (Day 0-30)

–            Awaiting you to ship item

–            RA valid for 30 days

3.          Return in Transit (Day 1-15)

–            Package shipped by you

–            Tracking shows movement

–            On way to our warehouse

4.          Return Received (Day 0)

–            Package arrived at warehouse

–            Logged into system

–            Email confirmation sent

5.          Under Inspection (Day 1-5)

–            Package being inspected

–            Condition assessed

–            Components verified

6.          Inspection Complete (Day 3-5)

–            Assessment finalized

–            Refund amount determined

–            Email with results sent

7.          Refund Approved (Day 5-7)

–            Refund authorized

–            Processing begun

–            Email confirmation sent

8.          Refund Processed (Day 7-10)

–            Money sent to your payment method

–            May take additional days to appear

9.          Refund Complete (Day 10-14)

–            Funds available in your account

–            Return process complete

11.3 Email Notifications

You’ll Receive Emails At: - RA issued - Return received at warehouse - Inspection complete - Refund processed - Any issues or questions

Email Not Received?: - Check spam/junk folder - Add service@griffin1866.com to contacts - Verify email address in account - Contact us to update email

11.4 Tracking Issues

If Tracking Shows No Movement:

After 5 Days: - Contact shipping carrier with tracking number - Request investigation

After 7 Days: - Contact us: service@griffin1866.com - Provide: RA number, tracking number, ship date - We’ll investigate and assist

Lost Returns: - Carrier investigation: 7-10 business days - If confirmed lost: We’ll proceed with refund - You not liable for lost packages (if properly shipped with tracking)

12. Common Return Scenarios

Scenario 1: Changed My Mind (EU Customer)

Situation: Ordered wrong size, changed mind, no longer want item

Process: 1. ✅ Within 14 days, request RA online or by email 2. ✅ Receive free return label within 24 hours 3. ✅ Pack item in original packaging with all accessories 4. ✅ Attach return label and drop at carrier location 5. ✅ Receive full refund within 10-14 days of return receipt

Timeline: 14-18 days total (from request to refund in account)
Cost to You: €0 (free return shipping)
Refund Amount: 100% (product + original standard shipping if entire order returned)

Scenario 2: Wrong Size (Want Different Size)

Situation: Clothing/shoes don’t fit, want different size

Process: 1. ✅ Request RA for return of wrong size 2. ✅ Immediately place new order for correct size 3. ✅ Mention in new order notes: “Exchange for Order #[original]” 4. ✅ Return wrong size using free return label (EU) 5. ✅ New order ships immediately (don’t wait for return) 6. ✅ Receive refund for original when return processed

Timeline: - New size ships: 1-2 days - Refund received: 10-14 days

Cost to You: €0 (EU) or return shipping cost (Non-EU)
Tip: Request expedited exchange for same-value item

Scenario 3: Item Arrived Damaged

Situation: Package or item shows damage upon delivery

Process: 1. ✅ Contact us immediately (within 48 hours) 2. ✅ Email service@griffin1866.com with photos 3. ✅ Receive RA and free return label (all regions) 4. ✅ Choose: Immediate replacement OR full refund 5. ✅ Return damaged item (no rush, 30 days to ship back)

Timeline: - Replacement ships: Same day or next day - Refund processed: Within 3-5 days

Cost to You: €0 (all costs covered)
Refund/Replacement: Full refund of all costs + return shipping reimbursed

Scenario 4: Defective Item (Within 14 Days)

Situation: Item doesn’t work properly, has defect

Process: 1. ✅ Contact service@griffin1866.com with description 2. ✅ Provide photos/video showing defect 3. ✅ Receive RA and free return label 4. ✅ Choose: Replacement, repair, or refund 5. ✅ Return item (at our cost)

Timeline: - Assessment: 24 hours - Replacement: Ships immediately - Refund: 7-10 days

Cost to You: €0
Warranty: Also covered under 2-year warranty

Scenario 5: Defective Item (After 14 Days, Within 2 Years)

Situation: Product develops defect after 14-day return period

Process: 1. ✅ Contact service@griffin1866.com (not returns@) 2. ✅ Subject: “Warranty Claim - Order #[Number]” 3. ✅ Provide order details, description, photos 4. ✅ Troubleshooting may be required 5. ✅ If defect confirmed: Repair, replacement, or refund

Timeline: - Assessment: 2-3 business days - Resolution: Varies (repair may take 7-14 days)

Cost to You: €0 (covered under warranty)
Note: After 6-12 months, you may need to prove defect existed at time of sale

Scenario 6: Multiple Items, Returning Only One

Situation: Order contains 3 items, only want to return 1

Process: 1. ✅ Request RA for specific item only 2. ✅ Keep other items (no need to mention them) 3. ✅ Return unwanted item as normal 4. ✅ Receive refund for returned item only

Refund: - Item price: 100% - Shipping: Usually not refunded (partial order)

Example:

Original Order: €100 (3 items) + €4.95 shipping
Returning: 1 item worth €30
Refund: €30 (not €34.95)

Scenario 7: Gift Return (No Receipt)

Situation: Received item as gift, want to return or exchange

Process: 1. ✅ Email service@griffin1866.com 2. ✅ Provide any order info from package 3. ✅ We locate original order 4. ✅ RA issued 5. ✅ Choose: Store credit OR refund to gift-giver’s payment method (with permission)

Timeline: 2-3 days to locate order, then normal return process
Best Option: Store credit (instant, no complications)

Scenario 8: International Customer (Non-EU)

Situation: Customer in USA, changed mind, wants refund

Process: 1. ✅ Request RA 2. ✅ Arrange own shipping with tracking 3. ✅ Complete customs forms (mark “Returned Goods”) 4. ✅ Ship to Malta warehouse 5. ✅ Receive refund after inspection

Timeline: 15-25 days total
Cost to You: Return shipping ($30-80 typically)
Cannot Refund: Original import duties paid
Refund: Product price only (not original shipping or return shipping)

13. Frequently Asked Questions

General Returns

Q: How long do I have to return an item?
A: 14 days from the date you receive your order. The return must be initiated within this timeframe.

Q: Do I need the original packaging?
A: Original packaging is preferred but not required. You must use suitable protective packaging to prevent damage during return shipping.

Q: What if I lost my return label?
A: Contact service@griffin1866.com with your RA number for a replacement label.

Q: Can I return sale or clearance items?
A: Yes, unless specifically marked “Final Sale” or “Non-Returnable” at time of purchase. Sale items have the same return rights as regular-priced items.

Q: Do I get free return shipping?
A: EU customers get free return shipping. Non-EU customers pay return shipping unless the return is due to our error (defective, damaged, or wrong item).

Return Authorization

Q: Why do I need an RA number?
A: The RA number ensures your return is tracked properly, processed quickly, and matched to your order. Returns without RA numbers may be delayed or refused.

Q: How long is my RA number valid?
A: RA numbers are valid for 30 days from issue date. Contact us if you need an extension.

Q: Can I use one RA number for multiple items?
A: Yes, if all items are from the same order. Each order requires a separate RA.

Q: What if I never received my RA number?
A: Check your spam folder. If still not found, contact service@griffin1866.com to resend.

Condition and Eligibility

Q: I opened the package. Can I still return it?
A: Yes, opening the package to examine contents is acceptable. The item should not be used beyond normal testing.

Q: What counts as “normal testing”?
A: Handling equivalent to what you’d do in a store: examining the item, checking fit, powering on once to verify it works. Not extensive use.

Q: I used the product once. Can I return it?
A: Depends on the product and extent of use. One-time testing is usually okay. Multiple uses or signs of wear may result in value diminishment deduction.

Q: Can I return personalized items?
A: No, custom-made or personalized items cannot be returned unless defective.

Q: Can I return opened cosmetics or hygiene products?
A: No, sealed hygiene products cannot be returned once opened, per health regulations.

Shipping and Tracking

Q: How do I track my return?
A: Use the tracking number from your return shipping receipt. Also track via www.griffin1866store.com/track-return using your RA number.

Q: What if my return gets lost?
A: If you shipped with tracking (as required), file a claim with the carrier. We’ll also work with you to resolve it. You’re not liable for properly shipped returns that get lost.

Q: How long does return shipping take?
A: EU: 5-10 days. International: 10-20 days. Customs clearance can add time.

Q: Can I use my own shipping label instead of yours?
A: EU customers should use our free label. Non-EU customers arrange their own shipping. Always use trackable shipping.

Q: Do I need insurance?
A: Recommended for items over €100. We’re not responsible for items lost in transit without proof of shipment and tracking.

Refunds

Q: When will I get my refund?
A: Within 14 days of us receiving your return (EU law). Typically 7-10 days. Refunds take an additional 3-10 days to appear in your account depending on your bank/payment method.

Q: Why wasn’t my shipping cost refunded?
A: Shipping is only refunded if: (1) Entire order is returned, (2) Item was defective/damaged/wrong. Partial returns don’t include shipping refund.

Q: Will I be charged a restocking fee?
A: No, not for standard returns. Only in cases of excessive use, missing components, or if specified for business/wholesale orders.

Q: What is “value diminishment”?
A: A deduction from your refund if the item shows excessive use or damage beyond normal testing. Amount varies based on condition (typically 10-30%).

Q: I paid with PayPal. Where does my refund go?
A: Back to your PayPal account within 1-2 business days after we process the refund.

Q: My credit card expired. Can I still get a refund?
A: Yes, refunds typically still process to expired cards. Contact your bank if issues arise, or contact us for alternative refund method.

Defects and Damages

Q: Item arrived broken. What do I do?
A: Contact us within 48 hours at service@griffin1866.com with photos. Don’t return it yet. We’ll assess and provide instructions, often shipping a replacement immediately.

Q: Is there a warranty?
A: Yes, 2-year statutory warranty under EU law for manufacturing defects.

Q: Product stopped working after a month. Is it covered?
A: Yes, under warranty. Contact service@griffin1866.com with your order number and description of the issue.

Q: Can I get a refund for a defective item after 14 days?
A: Yes, under warranty. You’re entitled to repair, replacement, or refund for defects within 2 years.

Exchanges

Q: Can I exchange for a different size/color?
A: We don’t offer direct exchanges. Return the original and place a new order. You can request expedited processing for same-item exchanges.

Q: Do I have to wait for my refund before ordering the replacement?
A: No! Place your new order immediately. Your refund will process separately when the return is received.

Q: Can you send my exchange before receiving my return?
A: For approved customers with good history, yes. Contact customer service to request expedited exchange.

International Customers

Q: Do I pay return shipping from outside EU?
A: Yes, unless the return is due to defect, damage, or our error.

Q: Will I get my import duties refunded?
A: No, we cannot refund import duties, taxes, or customs fees paid. Contact your customs authority about duty drawback.

Q: How do I handle customs for my return?
A: Mark as “Returned Goods,” include copy of original invoice, declare value accurately. See our International Returns section for details.

Q: Why is return shipping so expensive?
A: International shipping costs are high. Consider using postal service (slower but cheaper) vs. express couriers.

Special Situations

Q: Can I return a bulky item like furniture?
A: Yes, but contact us first. We may arrange collection (EU) or offer alternatives like partial refund to avoid high return shipping costs.

Q: I’m returning multiple orders. Do I need multiple RAs?
A: Yes, each order requires its own RA number. You can ship them together if you include separate RA documentation for each.

Q: Can I return after 14 days for store credit?
A: No, the 14-day period is a legal requirement. After 14 days, only defective items can be returned (under warranty).

Q: What if I throw away the packaging?
A: You can still return the item, but use appropriate protective packaging to prevent damage.

Contact and Support

Q: Who do I contact with questions?
A: Returns questions: service@griffin1866.com | General support: service@griffin1866.com | Phone: +356 [Your Number]

Q: What are your customer service hours?
A: Monday-Friday, 9:00-17:00 CET. We respond to emails within 24 hours on business days.

Q: Can I return an item to a physical store?
A: No, we are online-only. All returns must be shipped to our warehouse in Malta.

Q: I’m not satisfied with the inspection result. What can I do?
A: Contact service@griffin1866.com within 5 business days with your concerns. Provide any evidence supporting your position. We’ll review and may adjust our decision.

Contact Returns Department

For any questions about return procedures:

Returns Team:
📧 Email: service@griffin1866.com
📞 Phone: +356 79999282
🕒 Hours: Monday-Friday, 9:00-14:00 CET

General Support:
📧 Email: service@griffin1866.com
📞 Phone: +356 79999282
🕒 Hours: Monday-Friday, 9:00-14:00 CET

Provide When Contacting: - Order number - RA number (if already issued) - Clear description of question or issue - Photos (if relevant)

Response Time: Within 24 hours on business days

Legal Framework

These return rules comply with: - EU Consumer Rights Directive 2011/83/EU - Distance Selling Regulations - Malta Consumer Affairs Act - E-Commerce Directive 2000/31/EC

Consumer Rights: These rules are in addition to your statutory rights under applicable law.

Company Information:
GRIFFIN 1866 Ltd.
Vassallo Business Park, Unit 12
Triq Burmarrad Road NXR 6345 Naxxar
Malta

VAT Number: MT[12345678]
Company Registration: C[12345]

Website: www.griffin1866store.com          
Customer Service: service@griffin1866.com
Returns: service@griffin1866.com

This return rules document is subject to change. The current version is always available at www.griffin1866store.com/return-rules

Document Version: 12.88
Last Updated: 03/11/2025