Returns & Exchanges
Our Returns Policy
We want every Maison Granada piece to bring lasting joy. If for any reason it does not, we are here to help.
In accordance with EU Directive 2011/83/EU on consumer rights, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason. To exercise this right, you must notify us within this period and return the item within a further 14 days.
This policy does not affect your statutory rights under EU consumer law. For full details of your rights, please refer to EU Directive 2011/83/EU.
Return Window
You have 14 days from the date of delivery to notify us of your intention to return an item. Once notified, the item must be dispatched back to us within a further 14 days. Returns received outside this window cannot be accepted.
Condition of Returned Items
Items must be returned in their original, unworn condition, with all original packaging, certificates, and documentation intact. Maison Granada reserves the right to refuse a return or apply a deduction to the refund if an item shows signs of wear, alteration, or damage incurred after delivery.
Return Shipping Costs
Return shipping costs are the responsibility of the customer. We strongly recommend using a fully insured, trackable courier service. Maison Granada cannot accept liability for items lost or damaged in transit on their return journey. Original outbound shipping costs are non-refundable.
Refunds
Once we have received and inspected your return, we will process your refund within 14 days. Refunds are issued to the original payment method only. You will receive an email confirmation when your refund has been processed.
Exchanges
We are happy to exchange an item for a different size or style, subject to availability. Please indicate your preference in the return request form below. Exchanges are treated as a new order and dispatched once the original item has been received and inspected.
Non-Returnable Items
In accordance with Article 16(c) of EU Directive 2011/83/EU, items made to your personal specifications — including bespoke commissions, engraved pieces, and any item customised at your request — are exempt from the right of withdrawal and cannot be returned or exchanged unless faulty.
Faulty or Damaged Items
If your item arrives damaged or develops a fault within the statutory guarantee period, please contact us immediately at contact@maisongranada.com with photographs and your order details. We will arrange repair, replacement, or a full refund at no cost to you.
Return Request
Initiate a Return
Complete the form below and our client services team will respond within one business day.