Refund policy
Returns & Refund Policy
Last updated: 20 September 2026
We want you to be happy with your Graellsia Studio purchase. This policy explains your rights and the procedure for returns, withdrawals, refunds and products that arrive damaged, incorrect or defective.
1. Right of Withdrawal
If you are a consumer purchasing online, you generally have the right to withdraw from your purchase within 14 calendar days without giving any reason, subject to the exceptions provided by applicable law.
The withdrawal period expires 14 calendar days after the day on which you, or a third party designated by you other than the carrier, takes physical possession of the product.
If an order contains several products delivered separately, the withdrawal period begins when you, or a third party designated by you other than the carrier, receives the last product from the order.
2. How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision before the 14-day period expires by sending a clear statement to:
Graellsia Studio
Alicia García Hernández
Calle Collado del Hoyo 9
28470 Cercedilla, Madrid, Spain
Email: info@graellsiastudio.com
You may simply email us stating that you wish to withdraw from the purchase and include your order number and the product or products concerned.
You may also use the model withdrawal form included at the end of this policy, although use of that form is not mandatory.
3. Returning the Product
After notifying us of your decision to withdraw, you must send or deliver the product back without undue delay and, in any event, no later than 14 calendar days from the date on which you informed us of your decision to withdraw.
Returns should be sent to:
Graellsia Studio – Returns
Calle Collado del Hoyo 9
28470 Cercedilla, Madrid, Spain
We recommend using a shipping service that provides proof of dispatch or tracking, as the customer remains responsible for the return shipment until it is delivered to us.
4. Return Shipping Costs
When exercising the statutory right of withdrawal, the customer is responsible for the direct cost of returning the product to Graellsia Studio.
If the product is incorrect, damaged on arrival or does not conform to the sales contract for reasons attributable to us, Graellsia Studio will bear the appropriate return or replacement costs in accordance with applicable law.
5. Condition of Returned Products
You may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functioning.
You are responsible for any reduction in the value of the product resulting from handling beyond what is necessary for that purpose.
Products should be returned appropriately protected and, where reasonably possible, with their original packaging and any accessories or documentation supplied with them.
The absence of the original packaging does not in itself remove statutory consumer rights, although customers should take reasonable care to ensure that returned products are adequately protected during transport.
6. Personalised or Custom-Made Products
The statutory right of withdrawal does not apply where a product has been made according to the customer's specifications or is clearly personalised, where the legal requirements for this exception are met.
If a product is personalised or made specifically according to your individual instructions and is therefore excluded from the right of withdrawal, this will be indicated before you complete your purchase.
The fact that a product is handmade or produced in small quantities does not, by itself, exclude the statutory right of withdrawal.
7. Refunds Following Withdrawal
If you validly exercise your right of withdrawal, we will refund the payments received from you in relation to the withdrawn purchase, including the cost of the least expensive standard delivery method offered for the original order.
If you selected a delivery method that was more expensive than our least expensive standard delivery option, the additional delivery cost does not have to be reimbursed.
Refunds will be made without undue delay and no later than 14 calendar days after the date on which we are informed of your decision to withdraw.
For product sales, we may withhold the refund until we have received the returned product or until you provide evidence that you have sent it back, whichever occurs first.
Unless otherwise expressly agreed, the refund will be made using the same payment method used for the original transaction and you will not be charged a fee for receiving the refund.
8. Damaged, Incorrect or Defective Products
Please contact us at info@graellsiastudio.com if your order arrives damaged, if you receive the wrong product, or if you believe that a product does not conform to the sales contract.
Please include your order number and, where useful, photographs showing the issue so that we can assess the situation as quickly as possible.
Requests relating to defective or non-conforming products are governed by applicable statutory consumer rights and are separate from the 14-day right of withdrawal.
Nothing in this policy limits the legal rights available to consumers in relation to defective or non-conforming goods.
9. Handmade Variations
Graellsia Studio products are handcrafted and may present slight variations in colour, shape, texture, arrangement or finish.
Small variations inherent to handmade production are not necessarily defects where the product otherwise corresponds to its description and intended characteristics.
10. Exchanges
We do not currently operate an automatic exchange system.
If you would like a different product, please contact us at info@graellsiastudio.com. Depending on the circumstances, the simplest option may be to return the eligible product and place a new order.
11. Refund Processing Times
Once a refund has been issued by us, the time required for the amount to appear in your account may depend on your bank, card issuer or payment provider.
If you believe that a refund has not been received within a reasonable period after we have confirmed that it was issued, please contact us at info@graellsiastudio.com.
12. International Customers
If you are a consumer residing outside Spain, you may also benefit from mandatory consumer rights applicable in your country of residence.
Nothing in this policy is intended to exclude rights that cannot lawfully be excluded.
13. Contact
For any questions regarding a return or refund, please contact:
Graellsia Studio
Alicia García Hernández
Calle Collado del Hoyo 9
28470 Cercedilla, Madrid, Spain
Email: info@graellsiastudio.com
14. Model Withdrawal Form
You may use the following form if you wish to withdraw from your purchase, although its use is not mandatory:
To: Graellsia Studio – Alicia García Hernández
Calle Collado del Hoyo 9, 28470 Cercedilla, Madrid, Spain
Email: info@graellsiastudio.com
I hereby give notice that I withdraw from my contract of sale for the following product(s):
Product(s): _______________________________
Order number: _____________________________
Ordered on / received on: __________________
Name of consumer: _________________________
Address of consumer: ______________________
Date: ____________________________________
Signature (only if submitted on paper): __________________