Returns & Refunds Policy
We want you to love what you order—and we want it to arrive in perfect condition. If something isn't right, we'll make the return or exchange process as simple as possible.
Return Window
We accept returns within 15 days of the delivery date. To be eligible for a return, items must be:
- Unused and unassembled
- In original condition with all packaging, tags, instructions, and inserts
NOTE: We do not accept returns on Special Orders or Made-to-Order Products.
Refunds & Store Credit
- Refund to original payment method: A 20% restocking fee applies to help cover our shipping, duties, and brokerage costs.
- Store credit: No restocking fee—you receive credit for the full purchase value.
- Shipping charges(including White Glove delivery fees) are non-refundable.
Refunds are processed within 3–5 business days after we receive and inspect your return.
Items Not Eligible for Return
We cannot accept returns on:
- Items delivered more than 15 days ago
- Products with writing on the box
- Hardwired lighting that has been installed, or cords have been cut
- Bocci 22 series
- Replacement Parts
- Pillows, Bedding, Sheets + Towels
- Rugs greater than 8’ x 10’
- Calendars
- Clearance & Final Sale items
- All Made-to-Order + Special Order Products
How to Start a Return
Email us at returns@grshop.com with
- Your order number
- The name the item was shipped to
- The product(s) you're returning
We'll reply with a Return Authorization (RA) number and shipping instructions.
You will be responsible for return shipping costs. Ship the item to our warehouse within 7 days of receiving your RA. Include the RA number with your return. We recommend using a trackable shipping method. We can't accept C.O.D. or shipments billed to our account.
Inspection & Processing
Once your return arrives, our team will inspect it within 3–5 business days. We'll email you when the review is complete. Please note:
- Returns without original packaging or items that have been installed may be refused or returned to you.
- Additional restocking fees may apply if items show signs of use or damage.
Still have questions? We’re here to help! You can reach us at 1 866-207-1111, Monday through Friday, or email us at returns@grshop.com
How do I return a damaged product?
If you received a damaged product, defective item, or incorrect order, we’re here to help. Our damaged product return process is simple and designed to resolve your issue quickly.
Report within 48 Hours
Please report any issues within 48 hours of receiving your shipment.- This applies even if you don’t plan to use or install the item right away
- We recommend inspecting all items immediately upon delivery
- Claims submitted after 48 hours may not be eligible due to insurance requirements
Important notes on natural materials
Some products are made from natural materials such as marble, wood, or leather.- Natural variations (e.g., veining, texture, colour differences) are not considered defects and may not be considered for a replacement
- These characteristics are part of the material’s unique, organic nature
- Online material swatches are for reference only and may vary from the final product - they are for reference only
How to Start a Claim
To start a claim, please email the following information to orders@grshop.com
If you find any issues with your product please keep all original packaging.
What if there is a price reduction after my purchase?
We offer price adjustments for orders placed within 7 days of the sale occurring. We will not honour price adjustments for any purchases more than 7 days after your purchase. We make no exceptions to this policy, including during special sales periods such as Black Friday or Boxing Day, because we have already secured and confirmed your order with our supplier at a specific price. There are no price adjustments on clearance items.
Cancellations
To cancel an order, please notify us within 48 hours. We do not accept cancellations for Made-To-Order items once it has been confirmed by the manufacturer and a ship date has been issued. If the item has shipped and is in transit, it can not be canceled, and all shipping fees are non-refundable.