Refund policy

Last updated: 27 October 2026

We want you to be completely happy with your Grisoll smart lock. This policy explains your 30-day returns, your legal 14-day right to cancel, and what happens if something goes wrong. It does not affect your statutory rights as a consumer.

At a glance

  • 30-day returns: changed your mind? Return unused items within 30 days of delivery.
  • 14-day right to cancel: if you live in the UK or EU, you also have a legal right to cancel within 14 days of delivery without giving a reason.
  • 2-year guarantee: every Grisoll lock is covered against manufacturing faults for 2 years. See our Warranty page.
  • Refunds within 14 days of us receiving your return, to your original payment method and in the currency you paid in.

Changing or cancelling your order before it ships

Email info@grisoll.com with your order number as soon as possible. If your order hasn't shipped yet, we'll change or cancel it and refund you in full. If it has already shipped, you can still cancel using your 14-day right to cancel or our 30-day returns, below.

Your 14-day right to cancel (UK and EU customers)

You can cancel your order within 14 days of the day you (or someone you nominate) receive the goods, without giving a reason. To cancel, tell us clearly before the 14 days end, for example by emailing info@grisoll.com. You can use the model cancellation form at the end of this policy, but you don't have to.

  • Send the goods back within 14 days of telling us you're cancelling.
  • We'll refund the price you paid and the standard delivery charge within 14 days of receiving the goods back (or proof that you've sent them, if earlier).
  • Unless the item is faulty, you pay the cost of sending it back.
  • You can handle and test the lock as you would in a shop. If it has been fitted, damaged or used beyond what's needed to check it, we may reduce your refund to reflect the loss in value.

Our 30-day returns

On top of your legal rights, you can return any unused Grisoll product within 30 days of delivery.

  1. Email info@grisoll.com with your order number and the item you're returning.
  2. We'll reply with a returns authorisation and the return address. Please wait for this before you send anything, so we can match your parcel to your order.
  3. Pack the item in its original packaging with all parts, keys and cards, and send it with a tracked service.

Items returned under our 30-day returns must be unused and complete. Unless the item is faulty, you pay the cost of sending it back.

Refunds

We'll inspect your return and refund you within 14 days of receiving it. Refunds go back to your original payment method, in the same currency you paid in. We don't charge restocking fees. Your bank may take a few extra working days to show the refund.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty or isn't what you ordered, email info@grisoll.com with your order number and a photo or short video. We'll arrange a replacement, repair or refund, and cover the cost of the return. Please report delivery damage as soon as you can, ideally within 48 hours, so we can claim from the courier. A dented box with an undamaged lock inside isn't treated as damage.

Your legal rights for faulty goods still apply after the return windows above. In the EU, goods must conform to the contract for at least 2 years. In the UK, the Consumer Rights Act 2015 gives you the right to a repair, replacement or refund for faulty goods. Our 2-year guarantee is in addition to these rights.

Lost or delayed parcels

We're responsible for your order until it's delivered to you. If your tracking hasn't updated for 7 days, or your parcel shows as delivered but hasn't arrived, contact us and we'll investigate with the courier and send a replacement or refund if it's lost.

Contact

Grisoll · Email: info@grisoll.com. Our full trading details are on our Contact information page.

Model cancellation form

Complete and return this form only if you wish to cancel the contract.

To: Grisoll, info@grisoll.com
I hereby give notice that I cancel my contract of sale of the following goods: ____________
Ordered on / received on: ____________
Order number: ____________
Name: ____________
Address: ____________
Date: ____________