Refund policy

Plain language first, binding detail below.

The short version

  • 14-day returns and size exchanges from the delivery date
  • Unworn, unwashed, tags on, original packaging - email for authorisation first
  • Damaged, defective or wrong item: repaired, replaced or refunded in full, including shipping
  • Not delivered within 30 days of dispatch: full refund (90 days with Extended Cover + Free Exchange)
  • Approved refunds land within 10 business days, to the original payment method

The binding detail

14-day returns and size exchanges, counted from the delivery date (per carrier tracking). Items must be unworn, unwashed and unaltered, with any tags attached and the original packaging. Email us for a return authorisation first - unapproved parcels cannot be processed, and items that come back worn or washed cannot be restocked or refunded.

Fit and change-of-mind returns: accepted within the window; you pay the return postage. On a size exchange, we pay the outbound leg of your first replacement. Refunds exclude the original shipping charge.

Damaged, defective or wrong items: email within 14 days of delivery with your order number and photos of the item and the fault. Once verified we repair, replace or refund in full - including shipping.

Non-delivery cover: if tracking confirms your order has not been delivered within 30 calendar days of dispatch, you get a full refund - 90 days if you added Extended Cover + Free Exchange. If tracking says delivered but nothing arrived, check with neighbours and the carrier first, then email us and we will open a carrier investigation.

Approved refunds land on the original payment method within 10 business days of approval. To start: email support@greazen.com with your order number, the reason, and photos where relevant. Keep proof of postage. Consumers in the UK and EU may have additional statutory rights.

How to start a return or exchange

  1. Email support@greazen.com with your order number, the reason, and photos where relevant.
  2. We confirm eligibility and send the return address and instructions.
  3. Pack the item securely with its tags and original packaging.
  4. Keep proof of postage until we confirm completion.

Condition requirements

Unworn, unwashed, unaltered, free of odours and marks, tags attached, original packaging. Items that fail inspection - including anything worn or washed - cannot be restocked and are returned to you without refund.

Who pays which shipping leg

Damage, defects and our errors: we cover everything, including shipping. Fit and change-of-mind returns: you pay the return leg. Size exchanges: you pay the return leg and we pay the outbound leg of the first replacement - with Extended Cover + Free Exchange, the return leg of your first exchange is covered too.

Updated August 2026 · one canonical version, mirrored across the store · questions: support@greazen.com