YOUR RIGHT
TO CANCEL.

Your right to cancel

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period ends 14 days after the day on which you, or somebody you name other than the carrier, take physical possession of the goods.

To cancel, tell the seller named on your order of your decision by a clear statement — on GRAJ, press "Cancel within 14 days" on the order under Orders in your account, or send a letter or an email. You may use the model cancellation form below, but you do not have to.

To meet the deadline it is enough to send your cancellation before the period has ended.

If you cancel, the seller reimburses all payments received from you, including the cost of delivery (except any extra cost of a delivery more expensive than the cheapest standard delivery offered). They may deduct for any loss in value caused by handling the goods more than was needed to establish what they are and how they work.

The reimbursement is made without undue delay and no later than 14 days after the seller receives the goods back, or, if earlier, 14 days after you provide evidence that you sent them back — using the same means of payment you used, unless you agree otherwise, and without any fee to you.

Send the goods back, or hand them over, without undue delay and no later than 14 days after the day you tell the seller you are canceling. You pay the direct cost of returning the goods unless the seller says otherwise.

In the EU and the EEA the same right is called the right of withdrawal (Consumer Rights Directive 2011/83/EU). In Great Britain it is the right to cancel (Consumer Contracts Regulations 2013).

How to cancel on GRAJ

Signed in when you bought? Open Orders on your account. Each order you bought direct shows how many days you have left, and a Cancel within 14 days button while you can. Choose what you are sending back, press it, and the seller is told at once, in words. Your cancellation, every decision on it and when the goods arrive back are listed on the order, for you and the seller alike.

Bought without an account? Send the seller the form below (or any clear statement) by email or post. It is in time if you send it before the 14 days are up.

Before the goods arrive you can already cancel. Once they arrive, the 14 days start the day after delivery — the order shows the date the seller marked it delivered.

Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)

To: [the seller's name, address and email]
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]: ________________
Ordered on [*] __________ / received on [*] __________
Order reference: __________
Name of consumer(s): ________________
Address of consumer(s): ________________
Signature of consumer(s) (only if this form is sent on paper): ________________
Date: __________
[*] Delete as appropriate.

Under EU law the same form says "withdraw from" where this one says "cancel".

When the right does not apply

A product that falls under one of these is marked on the shop and on the review before you pay, in the seller's words for it:

• Goods that go off quickly. This product can deteriorate or expire rapidly, so it cannot be canceled under the 14-day right. (CCR 2013 reg. 28(1)(c) · CRD Art. 16(d))
• Sealed for health or hygiene. Sealed for health or hygiene reasons: you can cancel while it is still sealed, but not once you have unsealed it. (CCR 2013 reg. 28(3)(a) · CRD Art. 16(e))
• Made to your specification or personalized. Made to your specification or clearly personalized, so it cannot be canceled under the 14-day right. (CCR 2013 reg. 28(1)(b) · CRD Art. 16(c))
• Sealed audio, video or software. Sealed audio, video or software: you can cancel while it is still sealed, but not once you have unsealed it. (CCR 2013 reg. 28(3)(c) · CRD Art. 16(i))

The words on the order button

Before you pay, the button says that you will pay, in the language of the country you are delivering to — "order with obligation to pay" or its equivalent (Consumer Contracts Regulations 2013, reg. 14(3) · Consumer Rights Directive 2011/83/EU, Art. 8(2)). Each wording is written by hand, never translated by a machine as you browse. Where a wording has not yet been checked by a native speaker, this table says so:

• Order with obligation to pay — Australia, Canada, Iceland, Ireland, Malta, New Zealand, Singapore, United Kingdom, United States — the words of the law
• Zahlungspflichtig bestellen — Austria, Belgium, Germany, Liechtenstein, Luxembourg, Switzerland — given by a person (roadmap 3519)
• Commande avec obligation de paiement — Belgium, Canada, France, Luxembourg, Monaco, Switzerland — given by a person (roadmap 3519)
• Bestil med betalingspligt — Denmark — given by a person (roadmap 3519)
• Bestelling met betalingsverplichting — Belgium, Netherlands — given by a person (roadmap 3519)
• Pedido con obligación de pago — Mexico, Spain — written by GRAJ, awaiting a native speaker's check
• Ordine con obbligo di pagare — Italy, Switzerland — written by GRAJ, awaiting a native speaker's check
• Beställning med betalningsskyldighet — Finland, Sweden — written by GRAJ, awaiting a native speaker's check
• Encomenda com obrigação de pagamento — Portugal — written by GRAJ, awaiting a native speaker's check
• Zamówienie z obowiązkiem zapłaty — Poland — written by GRAJ, awaiting a native speaker's check
• Tilaa maksuvelvollisena — Finland — written by GRAJ, awaiting a native speaker's check
• Bestilling med betalingsforpliktelse — Norway — written by GRAJ, awaiting a native speaker's check
• Παραγγελία με υποχρέωση πληρωμής — Cyprus, Greece — written by GRAJ, awaiting a native speaker's check
• Objednávka zavazující k platbě — Czechia — written by GRAJ, awaiting a native speaker's check
• Objednávka s povinnosťou platby — Slovakia — written by GRAJ, awaiting a native speaker's check
• Fizetési kötelezettséggel járó megrendelés — Hungary — written by GRAJ, awaiting a native speaker's check
• Comandă cu obligație de plată — Romania — written by GRAJ, awaiting a native speaker's check
• Narudžba s obvezom plaćanja — Croatia — written by GRAJ, awaiting a native speaker's check
• Naročilo z obveznostjo plačila — Slovenia — written by GRAJ, awaiting a native speaker's check
• Поръчка със задължение за плащане — Bulgaria — written by GRAJ, awaiting a native speaker's check
• Užsakymas su prievole sumokėti — Lithuania — written by GRAJ, awaiting a native speaker's check
• Pasūtījums ar pienākumu maksāt — Latvia — written by GRAJ, awaiting a native speaker's check
• Tellimus maksekohustusega — Estonia — written by GRAJ, awaiting a native speaker's check

What this covers, and what it does not

This covers buying as a consumer from a brand's own shop (the SHOP door). A trade purchase by a business on the WHOLESALE door is not a consumer contract, and the seller's cancellation policy governs it.

GRAJ is not a party to your purchase. The contract and the refund are between you and the seller. GRAJ records what you were shown before paying, your cancellation and every step after it, so neither side has to rely on memory.

The law gives a longer period (up to twelve months more) when the seller did not tell you about this right. GRAJ shows the notice before every consumer payment and records that it did; an order with no such record is flagged to the seller. GRAJ does not compute the longer period.

Notice version 2026-10-14.