Return Policy

Last updated: January 15, 2025

Thank you for shopping at graycano! We aim to ensure you are completely satisfied with your purchase. If for any reason you are not, you may be eligible to return your item. Please carefully review our Return Policy below.

Eligibility for Returns

  1. Return Period:
    Returns are accepted within 14 days of receiving your order. The day of delivery counts as day one.
  2. Condition of Returned Items:
    All returned items must be in new and unused condition, including all original packaging and accessories. Items showing signs of use, damage, or missing components may not be eligible for a refund or may incur a restocking fee (see "Refund and Restocking Fee" below).
  3. Non-Returnable Items:
    The following items cannot be returned:
    • Registered trees: Once a tree is registered with a My Tree ID, it is non-returnable, as the product cannot be reused or reassigned.
    • Customized products.
    • Opened or used consumables (e.g., filter paper).

Return Process

  1. Complete the Return Form:
    Before sending your product back, please complete the Return Form at the end of this policy and include it with the return package.
  2. Shipping Costs:
    Customers are responsible for all return shipping costs and any additional duties, taxes, or fees that may apply. If customs or duties are incurred by graycano during the return process, these costs will be deducted from the refund amount.
  3. Shipping Method:
    We strongly recommend using a trackable shipping service for returns. Graycano is not liable for lost or missing return shipments.
  4. Return Address:
    Please send all return items to the following address:

    graycano GmbH
    Am Dorfplatz 4g
    21514 Güster
    Germany

Refund and Restocking Fee

  1. Inspection of Returned Items:
    Upon receipt of your return, we will inspect the product and its condition. This process may take up to 14 business days.
  2. Refund Details:
    Refunds will be issued to the original payment method and will exclude the original shipping costs.
  3. Restocking Fee:
    • If returned items are damaged, show visible signs of use, or are missing components, we may deduct a restocking fee of 5-20% of the original product price from your refund.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, you will need to:

  1. Return the original item according to this policy.
  2. Place a new order for the desired product via our website.
Refunds for the returned product will be processed once we receive and inspect it, typically within 14 business days.

Important Notes

  • Sustainability Commitment: Our products are carefully inspected for quality. Minor imperfections in the coating process that do not affect functionality are not grounds for return.
  • Non-EU Returns: Customers outside the EU are responsible for all customs fees and import duties associated with their return.

Contact Us

For questions or assistance with your return, please contact our support team:

Email: support@graycano.com

We are here to help ensure your experience with graycano is exceptional!

Return Form

To return a product, please fill in the form below. We hereby acknowledge receipt of your withdrawal as soon as you submit it. A copy is sent to our team.

I/we hereby revoke the contract concluded by me/us for the purchase of the following goods: