Refund policy

1. Right of withdrawal

You have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, in accordance with applicable consumer law.

To exercise this right, please inform us of your decision before the 14-day period expires. The easiest way is to register your return on our returns page. You can also email us at returns@thegrandcollection.eu. Any clear statement of your decision is sufficient.

You must send back the item within 14 days of notifying us of your withdrawal, to the address in section 9. Please include the completed return form, which we will send you by email after you register your return, so we can match your return to your order quickly.

Receiving the return form does not mean that your return has been checked or accepted. We assess every return against this policy when it arrives at our warehouse.

2. Return conditions

Please return your item unused and complete, including all accessories, screws and parts. Where possible, use the original packaging and place it inside an additional outer shipping box. Please do not apply tape or labels directly to the original packaging.

You may handle the item only as you would in a shop, to establish its nature, characteristics and functioning. If the item has lost value because it was handled beyond what is necessary for this, for example through use, damage, assembly, installation or alteration, we may deduct this loss in value from your refund.

3. Return shipping costs

Return shipping costs are the responsibility of the customer, with the following exceptions:

• Defective products: If a product is confirmed to be defective upon inspection at our warehouse, we will reimburse the return shipping costs.
• Incorrect delivery: If we have sent you the wrong product, please contact us at support@thegrandcollection.eu. We will arrange and cover the cost of return shipping and ensure the correct item is sent to you.

For all other returns, including change of mind, the customer bears the full cost of return shipping. Given the size and weight of many of our products, return shipping costs can be substantial. We recommend requesting a shipping quote before initiating a return.

4. Exceptions to the right of withdrawal

The right of withdrawal does not apply to:

• Products made to your specifications or clearly personalised
• Gift cards

If you are unsure whether your item is eligible for return, please contact us by phone or email before initiating a return.

5. Damages and defects

Please inspect your order carefully upon delivery. If your item is defective, damaged in transit, or if you have received the wrong item, contact us as soon as possible at support@thegrandcollection.eu, preferably within 48 hours of delivery.

For the fastest assistance, you can also call us on +31 6 13008254 during our opening hours. Please then follow up by email with your order number and photos, so we can assess the issue.

Please include the following in your message:

• Your order number
• A clear description of the issue
• Photographic evidence of the damage or defect

We will assess the situation and propose an appropriate solution, which may include repair, replacement, or refund depending on the nature of the issue.

Please note that variations in colour, texture, veining, and finish are inherent to natural materials such as stone, wood and metal. These are not considered defects.

6. Warranty

All products include a 12-month warranty covering manufacturing defects, in addition to any statutory rights you may have under applicable law. The warranty does not cover:

• Normal wear and tear
• Damage caused by improper use, installation, or maintenance
• Natural variations in materials such as stone, wood or metal
• Damage caused by external factors such as humidity, sunlight, or impact

To make a warranty claim, please contact us at support@thegrandcollection.eu with your order number and photographic evidence of the defect.

7. Exchanges

We do not offer direct exchanges. If you would like a different product, please return your current item in accordance with our return policy and place a new order separately.

8. Refunds

We will refund you within 14 days of receiving your withdrawal notification. We may withhold the refund until we have received the item back, or until you have provided proof that you have sent it, whichever is earlier. The refund is made to your original payment method.

If we deduct an amount for loss in value (see section 2), we will explain this to you.

Please note that it may take additional time for your bank or credit card provider to process and post the refund.

If a return shipping cost reimbursement applies (see section 3), this will be included in your refund once the defect or error has been confirmed.

Refunds will not include the original shipping costs where applicable, unless the return is the result of our error or a confirmed defect.

9. Return address

Please send your return to our warehouse:

The Grand Collection
Meerlandenweg 62
1187 ZR Amstelveen
The Netherlands

We recommend using a tracked shipping service and keeping the shipping receipt until your return has been fully processed. Please ensure the item is securely packaged for return transit. We are not responsible for damage that occurs during the return shipment.

10. Contact

For any questions about returns, refunds or warranty claims, please contact us:

Phone: +31 6 13008254 (Monday to Friday, 9:00 to 17:00 Amsterdam time, in English and Dutch)
Email: returns@thegrandcollection.eu

We aim to respond to emails within one working day.