Return & Refund Policy
Effective Date: November 13, 2026
Last Updated: November 13, 2026
Your return options
If an eligible item is not right for you, you may request a voluntary return within 30 calendar days after delivery. This voluntary period does not replace or shorten any longer or separate remedy required by consumer law for goods that are faulty, damaged, misdescribed, or incorrectly supplied.
To start a request, email service@gretavo.com with your order number, the item you wish to return, and the reason. If the concern relates to damage, a missing part, or the wrong item, include photographs where reasonably available. We will review the request and tell you whether a return shipment is required.
Do not send a parcel before receiving return instructions. If the item must be shipped back, customer support will provide the designated return address and any reference details. The company's business address printed in this policy is not automatically the return warehouse.
Condition of items for a change-of-mind return
For a voluntary return, the item should be unused, unwashed, unworn where relevant, unaltered, and complete with supplied accessories, components, and identifying labels. Please include the original packaging where reasonably possible. You may examine an item to the extent permitted by law, but handling beyond what is reasonably necessary to assess it may affect a voluntary return.
If an item is faulty or was supplied incorrectly, contact us even if it does not meet the ordinary condition requirements for a change-of-mind return. Mandatory remedies are not removed by this section.
Items excluded from voluntary change-of-mind returns
Certain products may be excluded from voluntary change-of-mind returns because of their nature, customization, condition, or applicable legal restrictions.
The following exclusions apply only where the relevant products are offered by Gretavo, any legally required information about return restrictions has been disclosed, and applicable consumer protection laws permit the exclusion.
1. Customized and Personalized Products
Products specifically manufactured, engraved, printed, altered, or otherwise personalized according to an individual customer's specifications may not qualify for voluntary change-of-mind returns.
Examples may include:
- Products featuring personalized names, initials, messages, or custom designs.
- Merchandise manufactured according to customer-provided measurements or unique specifications.
- Items incorporating customer-submitted photographs, artwork, or personalized text.
- Products specially manufactured or materially modified to fulfill individual customer instructions.
Selecting an ordinary product variation, such as a standard size, color, or regularly available configuration, does not automatically make an item customized or non-returnable.
This exclusion applies only to qualifying personalized or custom-made merchandise where permitted by applicable law.
2. Sealed Hygiene and Health-Protection Products
Certain products supplied with protective seals for legitimate health-protection or hygiene reasons may be excluded from voluntary change-of-mind returns if the protective seal has been removed after delivery and the product is unsuitable for return for genuine health or hygiene reasons.
Depending on the specific product and applicable law, examples may include certain:
- Personal hygiene and intimate-care products.
- Health-protection and sanitary products.
- Personal-care products that require an intact protective seal for hygiene purposes.
- Other sealed merchandise that cannot reasonably be returned after unsealing because of genuine health or hygiene concerns.
This exclusion applies only where the product's nature and applicable consumer protection laws justify such treatment.
Opening an ordinary shipping carton, removing external delivery packaging, or reasonably inspecting merchandise does not automatically eliminate statutory withdrawal rights.
Products will not be classified as non-returnable solely because their packaging has been opened unless a valid legal exception applies.
3. Perishable and Time-Sensitive Products
Goods that are liable to deteriorate rapidly, expire within a short period, or lose their intended usability because of their perishable nature may be excluded from voluntary change-of-mind returns.
This may include certain consumable goods or other products with a particularly limited usable life, where such exclusions are legally recognized.
The exclusion does not automatically apply to every product with an expiration date.
4. Digital Content and Electronically Delivered Products
Digital content supplied electronically, including downloadable files, software, or other non-physical products, may be excluded from statutory withdrawal or voluntary change-of-mind returns once supply has begun, provided that any legally required prior express consent and acknowledgment concerning the loss of withdrawal rights have been obtained.
Mandatory cancellation, refund, and consumer remedies relating to defective or nonconforming digital content remain unaffected.
5. Sealed Software and Recorded Media
Where applicable law recognizes such exclusions, sealed computer software, audio recordings, or video recordings may be excluded from voluntary change-of-mind returns once their protective seals have been broken following delivery.
This restriction applies only to qualifying merchandise and does not remove mandatory consumer protections.
6. Gift Cards and Stored-Value Products
Gift cards, prepaid credits, electronic vouchers, and other stored-value products may be excluded from voluntary change-of-mind returns where legally permitted.
This exclusion does not override mandatory requirements concerning refunds, unused balances, invalid products, or other legally protected circumstances.
7. Final-Sale and Clearance Merchandise
Products expressly identified as "Final Sale" or "Non-Returnable" before purchase may be excluded from voluntary change-of-mind returns only to the extent permitted by applicable law.
A promotional discount, seasonal sale, special offer, or clearance designation does not automatically eliminate statutory withdrawal rights or legal remedies for defective or incorrectly supplied merchandise.
Any applicable restriction must comply with the consumer protection requirements governing the transaction.
8. Products Showing Excessive Use, Damage, or Unauthorized Modification
For voluntary change-of-mind returns, products that have been substantially used, permanently altered, improperly handled, or damaged beyond what is reasonably necessary for inspection may not qualify for a full voluntary refund.
Examples may include:
- Products showing substantial wear or damage caused after delivery.
- Items permanently modified or altered by the customer.
- Merchandise damaged through improper use, handling, or storage.
- Products used beyond what is reasonably necessary to establish their nature, characteristics, and functionality.
Depending on the circumstances and applicable law, excessive handling or damage caused after delivery may affect voluntary return eligibility or result in a lawful reduction of the refundable amount.
Customers may reasonably inspect merchandise after delivery. Ordinary inspection alone will not automatically disqualify an otherwise eligible return.
9. Incomplete Products and Missing Accessories
For voluntary change-of-mind returns, merchandise should generally be returned with its originally supplied accessories, essential components, and accompanying items where applicable.
Products returned with missing essential parts or accessories may require additional assessment.
Where legally permitted, missing components may affect the voluntary refund amount. Any adjustment will be proportionate and consistent with applicable consumer protection requirements.
The absence of original external packaging alone will not automatically invalidate a statutory return right where applicable law protects that right.
10. Product Bundles and Promotional Sets
Where multiple products are sold together as a bundle or promotional set, the conditions applicable to a partial voluntary return may depend on the original purchase arrangement.
If a customer wishes to return only part of a product bundle, Gretavo may review whether the remaining items continue to qualify for the original promotional pricing.
Any adjustment to the refundable amount will be explained and applied only where permitted by law and consistent with the terms disclosed before purchase.
11. Exceptions for Defective, Damaged, or Incorrect Merchandise
The exclusions described above do not automatically apply when merchandise is defective, damaged on arrival, materially misdescribed, incomplete, incorrectly supplied, or otherwise fails to meet applicable legal standards.
Customers may remain entitled to an appropriate remedy where:
- The product arrives damaged or defective.
- The merchandise materially differs from its advertised description.
- An incorrect item is delivered.
- Essential components or accessories are missing from the order.
- The product fails to satisfy mandatory consumer guarantees or other applicable legal requirements.
If any of these circumstances occur, please contact service@gretavo.com with your order number, a description of the issue, and supporting photographs where reasonably available.
Gretavo will review the circumstances and provide an appropriate remedy in accordance with applicable law. Depending on the situation, this may include repair, replacement, a price reduction, refund, or another legally required resolution.
Nothing in this section limits statutory withdrawal rights, mandatory product guarantees, or other consumer remedies that cannot legally be excluded.
Who pays the return postage?
Responsibility for return-shipping expenses depends on the reason for the return, the circumstances of the purchase, the authorized return arrangements, and the consumer protection laws applicable to the transaction.
The following provisions explain how return-delivery expenses are generally allocated.
1. Voluntary Change-of-Mind Returns
For voluntary returns requested because of personal preference, an incorrect personal selection, or a change of mind, customers are generally responsible for the direct cost of returning the merchandise to the authorized return destination, unless applicable law requires otherwise or Gretavo expressly agrees to cover the expense.
Examples include:
- Changing your mind after receiving the order.
- Ordering an incorrect standard size, color, or product variation.
- Deciding that the merchandise is no longer needed.
- Preferring another style, design, or product.
- Purchasing an item by mistake when the correct merchandise was delivered.
Return-shipping charges may vary depending on the parcel's weight, dimensions, shipping origin, return destination, and selected carrier.
Gretavo does not guarantee a fixed return-shipping rate for all orders.
Where applicable law requires advance disclosure of the customer's responsibility for return costs or an estimate of costs for goods that cannot normally be returned by post, we will follow those requirements.
If an optional paid return label or collection service is available, any applicable charge will be explained before the customer agrees to use it.
2. Defective, Damaged, Incomplete, or Incorrect Merchandise
If merchandise arrives defective, is damaged during delivery, is materially misdescribed, is missing essential components, or does not match the order, Gretavo will cover reasonable necessary return-shipping expenses when a physical return is required, subject to applicable law.
Depending on the circumstances and available logistics arrangements, we may:
- Provide a prepaid return-shipping label.
- Arrange a suitable return or collection service.
- Provide instructions for an appropriate shipping method.
- Reimburse reasonable documented return-shipping expenses agreed in advance.
Customers should contact our support team before purchasing a return-shipping service so that an appropriate method can be coordinated.
Where a physical return is unnecessary, Gretavo may offer another suitable remedy consistent with applicable consumer rights.
Customers will not be required to pay return-shipping expenses that Gretavo is legally obligated to cover.
3. Return Authorization and Shipping Destination
Before returning merchandise, customers should contact service@gretavo.com to request return authorization and shipping instructions.
After reviewing the request, our support team will provide the applicable return destination and any necessary packaging or shipping guidance.
The authorized return address may differ from Gretavo's registered business address.
Customers should not send merchandise to an unconfirmed destination, as this may delay identification, receipt, or processing of the returned parcel.
Any return authorization procedure will be administered consistently with applicable statutory withdrawal and consumer remedy rights.
Customers exercising a statutory withdrawal right are not required to obtain discretionary approval before that right becomes effective where applicable law provides otherwise.
4. Packaging, Shipping Methods, and Tracking
Returned merchandise should be packaged securely to minimize the possibility of damage during transportation.
Where reasonably available and applicable, customers are encouraged to:
- Use suitable protective packaging.
- Include the originally supplied accessories and components.
- Choose a reliable carrier providing shipment tracking.
- Retain the shipping receipt and tracking number.
- Provide tracking information to our support team when requested.
A tracked shipping method is strongly recommended, particularly for valuable or fragile merchandise.
Responsibility for loss or damage during return transportation will be determined according to applicable law, the reason for the return, and the shipping arrangements agreed with Gretavo.
The absence of optional shipping insurance will not automatically eliminate mandatory statutory consumer rights.
5. Additional Shipping Charges and Optional Services
For voluntary change-of-mind returns where customers are responsible for return postage, optional costs such as express shipping, additional insurance, special handling, or premium courier services are generally borne by the customer.
Where Gretavo is responsible for return-shipping expenses, customers should obtain prior agreement before arranging unusually expensive or expedited shipping services.
Reimbursement may be limited to reasonable and necessary expenses where permitted by applicable law.
Please do not send return parcels using cash-on-delivery or freight-collect shipping services unless expressly authorized in writing.
6. International Returns and Customs Considerations
International returns may involve additional customs declarations, import procedures, duties, taxes, or logistics requirements.
Customers should contact our support team before arranging an international return to confirm the appropriate destination and available shipping instructions.
For voluntary preference-based returns, customers may be responsible for direct return-shipping expenses and any legally chargeable customs-related costs, where permitted by applicable law.
For defective, damaged, incomplete, or incorrectly supplied merchandise, responsibility for reasonable return-related expenses will be determined according to applicable consumer protection requirements.
Customers will not be required to bear expenses that Gretavo is legally responsible for covering.
7. Return Shipping Costs and Refund Amounts
For voluntary change-of-mind returns, return-shipping expenses paid directly to a carrier are generally not reimbursed unless required by applicable law or expressly agreed by Gretavo.
Original outbound delivery charges will be treated according to the applicable legal rules governing the purchase.
Where statutory withdrawal rights require reimbursement of standard outbound delivery charges, Gretavo will comply with those requirements.
Optional premium delivery upgrades may be treated separately where permitted by law.
If an authorized return service involves a shipping charge payable by the customer, the applicable cost will be communicated before the service is arranged.
Any deduction from a refund will be made only where legally permitted and appropriately disclosed.
If an order contains multiple products being returned for different reasons, shipping responsibilities may be assessed separately according to the circumstances of each item.
8. Return Shipping Reimbursement
Where Gretavo has agreed or is legally required to reimburse return-shipping expenses, customers may be asked to provide reasonable supporting documentation, such as:
- A shipping receipt showing the amount paid.
- The name of the shipping carrier.
- A tracking number or shipment reference.
- Confirmation of the authorized return destination.
Where advance agreement is appropriate, customers should follow the shipping instructions provided by our support team to help avoid unnecessary or excessive charges.
Any reimbursement will be handled according to the agreed arrangement and applicable legal requirements.
These procedures will not be used to deny reimbursement that is mandatory under applicable law.
9. No Restocking Fees
Gretavo does not charge a restocking fee for approved returns.
No additional return-processing or administrative fee will be imposed unless a specific charge is legally permitted, properly disclosed, and applicable to an agreed service.
All return-shipping arrangements remain subject to mandatory consumer protection laws.
Where applicable law requires Gretavo to cover return-delivery expenses, provide a particular return procedure, or comply with different refund requirements, the mandatory legal provisions will take precedence.
Return review and refund timing
If a return is required, the item may be inspected after it reaches the authorized return destination. We will consider the item's condition and the reason for the request before confirming the outcome. Inspection does not extend a statutory refund deadline where the law requires an earlier refund.
For an approved refund, we initiate repayment to the original payment method within 10 business days after approval, unless a shorter deadline applies under law or another method is legally required. “Initiate” means that we have submitted the refund instruction to the payment provider. Your bank or payment provider may need additional time to post the funds to your account.
If the expected credit does not appear after the payment provider's normal processing period, contact us with your order number and refund reference, if available.
Exchanges and order cancellations
An exchange may be possible where the requested replacement is available. Contact us before sending an item back so we can explain the available process. An exchange is not guaranteed if the requested option is unavailable; statutory replacement rights remain unaffected.
If you wish to cancel an order or correct an address, contact us as early as possible and before dispatch. We will try to stop or amend the order while it remains within our control. Once it has been handed to the carrier, a cancellation or change may no longer be operationally possible, without limiting any mandatory legal right.
Consumer rights take priority
This policy describes the return service offered by Gretavo. It does not restrict a right that cannot lawfully be excluded, including rights to repair, replacement, price reduction, withdrawal, refund, or compensation where those remedies are available under applicable law.
Company and return enquiries
Operating Company: Shaanxi Dongfan Fengyi Domestic Service Co., Ltd.
Unified Social Credit Code (USCC): 91611101MAK4KJL1XL
Company Address: Room K933, Unit 2, Building 6, Phase 2, Airport Economic Industrial Park, Airport New City, Xixian New Area, Shaanxi Province
Website: https://gretavo.com
Support Email: service@gretavo.com
Contact Phone: +86 13927835641
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)
Return destination: The address provided by customer support for the particular authorized return. Please do not assume that the company address above is the parcel-return location.