Return & Refund Policy

At Granite Gear LLC, we want customers to have clear and reliable information about returns, refunds, replacements, and products that arrive damaged, defective, incorrect, or not as described. We offer home decor products for a variety of living spaces, including Living Room Decor, Dining Room Decor, Bedroom Decor, and Home Office Decor.

If you have concerns about an order or wish to return an eligible product, please contact our customer service team before sending anything back. We will review your request and explain the applicable return instructions and available options in accordance with this policy and applicable consumer protection laws.

This policy is intended to provide clear guidance for customers while preserving any consumer rights that cannot legally be waived, limited, or excluded under applicable law.

1. Change-of-Mind Returns and Order Cancellations

If you change your mind after placing an order, please contact Granite Gear LLC as soon as possible.

Order cancellation requests are subject to the order’s fulfillment status. We will make reasonable efforts to cancel an order before it has been processed for shipment, but cancellation may no longer be possible once the order has been dispatched or otherwise committed to fulfillment.

For eligible change-of-mind returns, please contact our customer service team to confirm the applicable return conditions and obtain instructions before returning the product.

For change-of-mind returns:

  • Products should be handled with reasonable care and only to the extent necessary to inspect their nature, characteristics, and condition.

  • Products should be returned with their original components, accessories, instructions, and other included materials, where applicable.

  • Original packaging should be retained and used where reasonably possible to help protect the product during transportation.

  • Products should be packaged securely to minimize the risk of damage during the return journey.

  • Customers may be responsible for return shipping costs for eligible change-of-mind returns where permitted by applicable law and where the applicable terms have been properly disclosed.

Return eligibility may depend on the product’s condition, the reason for the return, the order details, and any applicable legal requirements.

Please contact us before arranging a return so that we can provide the appropriate instructions.

2. Defective, Damaged, Incorrect, or Misdescribed Products

If a product arrives damaged, defective, incorrect, incomplete, or materially different from its description, please contact our customer service team as soon as reasonably possible.

Depending on the circumstances and applicable law, available remedies may include:

  • A refund

  • A replacement

  • Replacement parts or components

  • Repair, where appropriate

  • A price adjustment or other remedy where required by law

Products purchased for personal, family, or household use may be protected by applicable federal and California consumer protection laws, including laws governing product warranties, representations, and remedies for defective goods.

The appropriate resolution will depend on the nature of the issue, the product, the order terms, and the consumer rights applicable to the transaction.

Nothing in this policy is intended to limit a customer’s rights or remedies where applicable law requires a refund, replacement, repair, or another form of relief.

3. Return Conditions

For eligible change-of-mind returns, we ask customers to take reasonable care of products while they are in their possession.

Where applicable, returned products should include:

  • The product itself

  • Original components and parts

  • Accessories and included hardware

  • Instructions or manuals

  • Protective materials

  • Original packaging, where reasonably available

  • Other items supplied with the original order

Products should be packaged securely to help prevent damage during transportation.

Customers should not intentionally damage, misuse, or unnecessarily modify products before returning them.

For home decor products that require assembly or installation, reasonable inspection does not automatically eliminate any rights available under applicable law. However, unnecessary use, permanent installation, or modifications may affect the condition of a product and the assessment of an eligible change-of-mind return, where permitted by law.

Where legally permitted, a refund may be adjusted if the product’s value has been reduced because it was handled beyond what was reasonably necessary to inspect it. Any such adjustment will be assessed according to the circumstances and applicable legal requirements.

Return conditions will not be applied in a way that unlawfully restricts a customer’s rights regarding defective, damaged, incorrect, or misdescribed goods.

4. Return Shipping Costs

Change-of-Mind Returns

For eligible change-of-mind returns where the product is not defective, damaged, incorrect, or misdescribed, the customer may be responsible for the direct cost of return shipping, where permitted by applicable law and consistent with the terms disclosed for the order.

Return costs may vary depending on the product’s dimensions, weight, packaging requirements, return location, and carrier.

Please contact us before shipping a product back, particularly if it is fragile, oversized, or requires special handling.

Defective, Damaged, Incorrect, or Misdescribed Products

If a product is confirmed to be defective, damaged before delivery, incorrectly supplied, or materially inconsistent with its description, Granite Gear LLC will review the matter and provide an appropriate resolution.

We will bear reasonable return or collection costs where required by applicable law. Depending on the circumstances, we may provide return instructions, arrange collection, request reasonable supporting information, send replacement components, replace the product, issue a refund, or offer another legally appropriate remedy.

Customers should not incur substantial return transportation costs for a product-related claim without first contacting us, unless immediate action is reasonably necessary to protect their legal rights or prevent further loss.

5. Refund Processing

Once an eligible return has been received, or sufficient evidence has been provided where appropriate, we will review the request and process any approved refund in accordance with the applicable terms and legal requirements.

Approved refunds will generally be issued to the original payment method used for the order, unless another method is agreed upon or required by law.

After we submit a refund, additional processing time may be required by the customer’s bank, card issuer, or payment provider before the funds appear in the account. These external processing times are determined by the relevant financial institution and are outside our direct control.

Any applicable refund of the original delivery charge, return shipping expense, or other amount will be handled in accordance with the terms of the order and applicable law.

A refund is not considered approved solely because a customer has contacted us or sent a product back. We will review the request and communicate the applicable next steps. This does not limit any refund or other remedy that must be provided under applicable law.

6. Damaged Products

If your order arrives damaged, please contact us promptly so that we can assess the issue and determine an appropriate resolution.

Where possible, please provide photographs showing:

  • The complete product

  • The damaged area

  • The outer packaging

  • The internal protective packaging

  • The shipping label, where available

  • Any damaged or missing components

  • The product label or SKU, where available

If the product contains multiple pieces or components, please identify which part is affected.

Please retain the product and packaging while your request is being reviewed, unless our customer service team advises otherwise or another action is reasonably necessary.

Depending on the circumstances and applicable consumer rights, an appropriate resolution may include replacement parts, a replacement product, a refund, or another suitable remedy.

We may request reasonable supporting information to help determine whether the damage occurred during shipping, resulted from a product defect, or arose from another circumstance.

7. Missing Parts or Components

If your order arrives with missing components, accessories, fittings, mounting hardware, or other included items, please contact us before attempting to modify the product or purchase substitute components.

Please provide:

  • Your order number

  • Product name

  • Product SKU, where available

  • Details of the missing component

  • Photographs of the product and contents received, where useful

  • The relevant part number from the product instructions, if available

We will review the information and determine an appropriate resolution based on the order, the nature of the missing item, product availability, and applicable law.

Where appropriate, we may arrange for the missing component to be supplied or offer another suitable remedy.

8. Incorrect or Misdescribed Products

If you receive a product different from the item ordered, or if the product is materially inconsistent with its description, please contact our customer service team.

Please provide your order number and, where possible, photographs of the product received and the relevant product listing or order confirmation.

We will review the information against your order details and the product description and provide an appropriate resolution.

Product descriptions are intended to communicate the main characteristics of each item. Actual colors and visual details may vary slightly depending on lighting, photography, display settings, or the materials used. Such minor differences do not automatically establish that a product is misdescribed; however, this does not limit any rights that may apply if a product materially differs from its description.

Nothing in this section excludes any remedy available under applicable consumer protection law.

9. Exchanges, Repairs, and Replacements

Depending on the circumstances, product availability, and applicable consumer rights, we may offer or arrange:

  • Replacement components or accessories

  • Repair, where appropriate

  • Replacement of the complete product

  • A refund

  • A price adjustment where appropriate

  • Another remedy required or permitted by applicable law

Replacement availability depends on current inventory and the availability of equivalent products or components.

If an identical replacement is unavailable, we will contact you to discuss an appropriate alternative or other available resolution.

Nothing in this section limits any remedy to which a customer is legally entitled.

10. Orders Marked as Delivered but Not Received

If tracking information indicates that your order has been delivered but you cannot locate it, please contact us as soon as possible.

Before contacting us, we recommend checking:

  • The delivery address shown in your order confirmation

  • The delivery location identified in the tracking information

  • Safe places around the property

  • Reception or building management, where applicable

  • Other household members who may have accepted the delivery

  • Any delivery photograph or carrier notification

After you contact us, we will review the available order and tracking information and, where appropriate, investigate the delivery with the carrier.

Any replacement, refund, or other resolution will depend on the circumstances and applicable legal requirements. A carrier’s delivery status alone will not automatically determine the outcome of a claim where further investigation is appropriate.

11. Refused or Undeliverable Deliveries

Customers are responsible for providing an accurate and complete delivery address when placing an order.

If an order cannot be delivered because the address is incorrect or incomplete, necessary delivery information is unavailable, or the delivery is refused, the carrier may return the package to the sender.

If the goods are returned to us, we will review the order and determine the appropriate next steps in accordance with the order terms and applicable law.

Any deduction for shipping, collection, redelivery, or return transportation costs will be made only where permitted by applicable law and justified by the circumstances.

This section does not restrict any cancellation, refund, or other statutory rights available to the customer.

12. Large, Fragile, or Bulky Product Returns

Some home decor products may be fragile, oversized, unusually shaped, or require special packaging to be returned safely.

If a product cannot reasonably be returned through a standard parcel service, please contact us before arranging transportation.

Our customer service team will provide information about the appropriate return process based on the product and circumstances.

Please do not send large, fragile, or bulky items to our company address or arrange a freight delivery without receiving return instructions first. The appropriate return destination may differ from our business correspondence address.

Customers should use suitable protective packaging when preparing a return to reduce the risk of additional damage during transportation.

13. Unauthorized Returns

Please contact our customer service team before sending goods back so that we can provide the correct return instructions and identify the order.

Sending a product to our company address without prior instructions may cause delays, particularly for fragile or bulky items that require specific receiving arrangements.

Receipt of an unsolicited package does not, by itself, mean that a refund has been approved.

However, the return-instruction process is intended to help customers return products efficiently. It will not be used to unlawfully prevent or delay a customer’s exercise of statutory rights.

14. Products That Have Been Assembled, Installed, or Modified

Some home decor products may require assembly, mounting, or installation.

If you wish to return an assembled or installed product, please contact us before disassembling, removing, or shipping it.

Where appropriate, we may provide guidance regarding safe disassembly, packaging, or collection.

Assembly or installation does not automatically eliminate a customer’s statutory rights. However, for eligible change-of-mind returns, unnecessary handling, installation, or modification may affect the product’s condition and any lawful assessment of diminished value.

If you intend to return a product, please avoid unnecessary drilling, cutting, painting, permanent fixing, or other irreversible alterations unless the action is reasonably necessary to address a product issue or has been authorized by us.

Any decision concerning a return or refund will be made in accordance with applicable law and the circumstances of the order.

15. Products That May Not Qualify for a Change-of-Mind Return

Certain products or circumstances may be excluded from a change-of-mind return where an applicable legal exception or clearly disclosed order term permits the exclusion.

For example, certain products made to a customer’s specifications or clearly personalized may qualify for an exception under applicable law.

Any exclusion will be assessed according to the product, the nature of the transaction, the terms disclosed before purchase, and the law that applies to the order.

A change-of-mind exclusion does not eliminate any applicable rights or remedies where goods are defective, damaged, incorrectly supplied, or materially misdescribed.

If you are unsure whether a product qualifies for a return, please contact us before sending it back.

16. Fair Use and Misuse

Granite Gear LLC aims to provide a fair and consistent process for reviewing return, refund, repair, and replacement requests.

We may investigate requests where there is reasonable evidence of:

  • Fraudulent activity

  • Intentional product damage

  • Deliberate misuse

  • Unauthorized alteration

  • Materially false information

  • Abuse of the return process

We may decline a request where the available evidence shows that it does not qualify under this policy and no statutory right or remedy applies.

Any review will be based on the available information and the circumstances of the transaction. This provision does not permit us to disregard valid consumer rights or refuse a remedy required by applicable law.

17. How to Request a Return, Refund, Repair, or Replacement

Please contact [email protected] and provide sufficient information for us to identify your order and review your request.

Where applicable, please include:

  • Your full name

  • The email address used for the order

  • Your order number

  • The product name

  • The product SKU or item number, if available

  • The reason for your request

  • A description of the problem

  • Photographs of the product

  • Photographs of any damage or defect

  • Photographs of the packaging and shipping label, where relevant

  • Details of any missing or incorrect components

If the product has been assembled, installed, or modified, please include that information where relevant. If the original packaging is still available, please let us know.

Our customer service team will review your request and provide the appropriate next steps.

Please obtain return instructions before arranging shipment of a fragile, large, or bulky product.

18. Statutory Consumer Rights

This Return & Refund Policy operates alongside applicable consumer protection laws.

Depending on the transaction and the customer’s circumstances, applicable rights may arise under federal, state, or other relevant consumer protection laws, including California laws governing consumer transactions, product warranties, and remedies for defective goods.

The rights available to a customer may depend on factors such as the nature of the product, the purpose for which it was purchased, the terms of sale, and the law applicable to the transaction.

Nothing in this policy is intended to exclude, restrict, or replace any statutory consumer right or remedy that cannot lawfully be excluded, restricted, or waived.

Where a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail to the extent of the conflict.

19. Contact Us

If you have questions about a return, order cancellation, refund, damaged product, missing component, repair, or replacement, please contact us:

Company Name: Granite Gear LLC
Company Address: 4027 Celtic Ln, Fort Collins, CO 80524, US
Customer Service Email: [email protected]

When contacting us, please include your order number and sufficient information about your request so that we can review it efficiently.

We aim to provide clear instructions and handle each request in a fair and consistent manner, taking into account the circumstances of the order, this policy, and applicable consumer protection requirements.

Thank you for choosing Granite Gear LLC.