Refund & Return Policy

Refund & Return Policy

We want you to be completely satisfied with your purchase, however, we understand that there are some situations that may  apply for returns.

Returns

We process returns ONLY.  We DO NOT process exchanges. All SALE items are final and they are not eligible for return. We accept returns on all full-priced ONLY and must be returned unworn and unused, within 15 days after package is received.

Before returns are approved, please email us to info@granate27.com with any issues within the first 7 days  after you receive the package and provide us with pictures if there is something wrong with your product. 

If you do not email us prior to returning or shipping the item(s) back to us, we may decline the returned package and will ship it back to you at your expense.

Please note that the customer is responsible for all return shipping costs

Cancellations

You are eligible to cancel your order within 24 hours of making your purchase. We would love to give more time to cancel your order, but when the order is fulfilled by the shipping company, there's no way for us to cancel the order and take it back.  The payment will be refunded the same way it was received.

Shipping

  • Customers are responsible for all shipping charges except for items damaged in transit.
  • Shipping fees, taxes, and handling charges are Non-Refundable.

Return Instructions

  1. Email us to info@granate27.com FIRST before returning packages with the reason for the return, an image of the item(s) you want to return and your order number. 
  2. Our customer service representative will issue a return order number once you email us. This number must be written on the outside of your returned package.
  3. Please keep a copy of your receipt with your return tracking number and immediately send it to info@granate27.com with your order number.
  4. Your order will be refunded once tracking states DELIVERED
  5. Product/s must be returned in its original packaging, with tags, and invoice, unworn and unused, otherwise the refund will not be processed.
  6. Return must be mailed to: Mariana Mena, Alma Mater #54, 425 meters North VIVE Sabanilla.  Sabanilla  de Montes de Oca, San Jose, Costa Rica, Zip Code 11502

Shipping Address Problems

We only follow the shipping information based on what you have entered on the checkout page upon placing your order. We are not liable for lost, held, misdelivery errors, due to incorrect shipping addresses. Hence, order confirmations are immediately sent to our customer's email addresses to confirm the purchase that will also give them time to review its full details.

If your package is returned to us due to the incorrect shipping address, you will be refunded for the product(s), not for shipping fees.

Lost Packages

While we are not responsible for any lost packages, we want to ensure you receive the products you ordered. If you believe your package has been lost, please contact us to info@granate27.com.  From there, we will work with the shipping carrier to determine whether the package is lost in transit or still in route.

Shipping carriers typically request up to 21 days to find lost packages after the last update on the tracking was made. We ask our customers to wait 10 days after filing a claim to see if the package can be found by the shipper before we issue a code to reorder. We will also require a signed statement that you, the customer, did not receive the package.

Additional International Fees

The customer is responsible for any other shipping charges, duties and taxes not otherwise collected by GRANATE 27 BY MARIANA MENA. Consult your country’s tax and duties requirements before purchase.

Customers are responsible for paying International Customs Charges, when applicable, which is not included with purchase.

Packages returned will be processed according to the order it was received. Processing may take 2-3 weeks to complete. Lost packages will receive a code with free shipping once a file is claimed to reorder your items.

Defective / Incorrect Items

Defective or incorrect items must be reported to customer service at info@granate27.com within 24-48 hours of delivery to ensure your exchange is properly processed. Please include a photo of the damaged item along with your order # in the email. If not reported within the time frame, you may not receive replacement or refund.

Contact Us

If you have any questions on how to return your item to us, feel free to email us to info@granate27.com and we'll be happy to help!

 Thank you,