Return & Exchange Policy

Effective date: September 7, 2026

This Return & Exchange Policy applies to all orders placed on grandmallus.com. Your statutory rights as a consumer are not affected by this policy - where the policy and mandatory consumer law differ, the law prevails.

1. 14-Day Right of Withdrawal (EU/EEA/UK Consumers)

If you are a consumer resident in the EU, EEA or UK, you have the right to withdraw from this contract within 14 calendar days from the day you (or a third party named by you) receive the goods, without giving any reason.

To exercise this right, e-mail [email protected] with your order number (a reason is optional). We confirm and send return instructions within 2 business days.

Effects of withdrawal: we refund all payments for the goods, including standard outbound shipping, without undue delay and no later than 14 days after we receive the returned goods or proof of return, via the original payment method. Items should be returned unused, unwashed and with original tags; you are only liable for diminished value beyond what is needed to assess the goods. You bear the direct cost of returning the goods; for withdrawal of a full order, standard outbound shipping is refunded.

2. 30-Day Voluntary Return Window (All Customers)

Beyond the statutory withdrawal right, we voluntarily accept returns within 30 days of receipt for customers worldwide, provided items are brand new, unworn, unwashed and returned with the original receipt and tags attached.

3. Non-Returnable Items

• Items worn, washed, stained or damaged after delivery (unless defective).
• Items returned without original tags or receipt.
• Items explicitly marked as final sale on the product page.

4. Defective or Wrong Items

If an item arrives defective, damaged or different from what you ordered, contact us within 7 days of delivery with your order number and photos. We cover all return shipping costs and offer a free replacement or a full refund - regardless of any general exclusions.

5. How to Return

1. E-mail [email protected] with your order number, product name and reason.
2. We reply within 2 business days with the return address and instructions. Please do not ship items back before receiving our instructions.
3. Pack items securely and ship them to the address provided.

6. Inspection and Refund Timing

We inspect returned items within 3-5 business days of receipt. Approved refunds are issued within 3-7 business days via the original payment method. Original outbound shipping fees are non-refundable for change-of-mind returns (unless the full order is withdrawn under section 1).

7. Order Cancellation

You may cancel an order at any time before it is dispatched - the earlier you contact us, the easier it is to stop the parcel. After dispatch, simply refuse the parcel or use the return process described above; your statutory rights, including the 14-day withdrawal right, are never limited by any cancellation timing.

8. Contact

MEIQUWAY LIMITED, RM 1105-6, 11/F, Block C, Phase 1, Kwai Shing Industrial Building, 36-40 Tai Lin Pai Road, Kwai Chung, Hong Kong
E-mail: [email protected]  |  Tel: +852 44419952  |  Mon-Sat 9:00-18:00 (GMT+8)