Refund policy
Last updated: 10.12.2025
At GRANDSTELLIS, we want you to shop with confidence. Our returns policy is designed to be clear, fair, and customer-friendly, helping you understand your options while ensuring the quality and integrity of our products. We believe in transparency and honesty, so you always know what to expect.
1. Order Cancellation
You can cancel your order before it is processed (usually within 24h). Once processed and/or dispatched, cancellation is no longer possible, and the standard return process applies after delivery. This ensures smooth logistics and timely delivery for all our customers.
2. Standard Returns (Small & Medium Items)
Your Happiness Matters:
If you change your mind or a product isn’t quite right, you have 14 days from receiving your order to request a return. To ensure a smooth return process, items should be:
- Unused and in original packaging
- Unassembled
- With tags (if applicable)
- In a condition suitable for resale
Return Options (Small & Medium Items)
- Arrange Your Own Return: Return the item using a tracked delivery service. This allows both you and our team to track the return and ensures it reaches us safely. Please note, the customer pays for return.
- We Arrange the Return for You: If you prefer a hassle-free option, we can arrange the return on your behalf. The return cost will be deducted from your refund once the item has been received and inspected, plus a re-stocking fee (see below).
Restocking Fee (Small & Medium Items)
| Item Value | Restocking Fee | Example |
|---|---|---|
| Under £30 | 0% | Item £30 → Refund £30 |
| £30–£150 | 10% | Item £80 → Refund £72 |
| £150+ | 15% | Item £200 → Refund £170 |
3. Furniture, Large Items & Mattresses
Special Care for Furniture & Larger Items:
Returns for all furniture (from small to large), bulky items, and mattresses require extra handling to ensure safety and quality.
Return Guidelines:
- Items should be unopened and in perfect condition
- Original packaging is required
- Fully unassembled
Due to the size and handling requirements, return shipping costs are the responsibility of the customer. We recommend using a tracked collection or courier service to ensure full visibility throughout the return process.
Restocking Fee (Furniture & Large Items)
| Item Value | Restocking Fee | Example |
|---|---|---|
| £0–£199 | 20% | Item £150 → Refund £120 |
| £200–£399 | 25% | Item £300 → Refund £225 |
| £400–£699 | 30% | Item £500 → Refund £350 |
| £700+ | 35% | Item £800 → Refund £520 |
4. Damage Reporting (12-Hour Rule)
We carefully inspect all items before dispatch. If an item arrives damaged, we’ll resolve it quickly.
How to Report Damage: Please report within 12 hours of delivery and provide:
- Photos of the damaged item
- Photos of all packaging (inside & outside)
- Product and courier labels
Once confirmed, we will arrange collection and replacement. If a replacement is unavailable, a full refund will be issued.
5. Non-Returnable Items
- Custom, made-to-order, or personalised furniture and items
- Final sale / clearance items
- Assembled or used items
- Mattresses removed from packaging
- Hygiene items (e.g., pillows if opened)
- Opened candles or home fragrance items
This ensures safety, hygiene, and quality for all customers.
6. Fair Use & Protection
Returns must be genuine and products handled with care. Any misuse or intentional damage is not eligible for a refund. This protects everyone in our community while keeping the process fair and transparent.
7. Refund Process
Once your return is received and inspected:
- Approved: Refund issued to the original payment method
- Adjusted: Handling/restocking fee may apply
- Rejected: Item returned to you
Shipping fees are only refundable if the item is damaged or incorrect. Refunds are processed quickly and transparently, usually within 5–7 working days.
8. How to Request a Return, Damage Report or Cancellation
Email us at: support@grandstellis.co.uk
Please include:
- Order number
- Reason for return or cancellation
- Photos if the item is damaged
We will guide you step by step to make your return easy and stress-free.
Our registered business address for correspondence is Office 9483, 321-323, High Road, Chadwell Heath, Essex, RM6 6AX.
Please contact us before initiating any return. Return instructions and warehouse locations may vary depending on the vendor. Returns sent without prior approval will not be accepted.