Refund policy

Return & Refund Policy
Last updated: 3 August 2025

At GRAVAL, we value quality and customer satisfaction. Because our products are personalized according to your specific wishes, special conditions apply to returns and refunds. Below you will find all relevant information.

1. No Right of Withdrawal for Personalized Products
In accordance with Article VI.53, 3° of the Belgian Code of Economic Law, the 14-day right of withdrawal does not apply to:

"the supply of goods made to the consumer’s specifications or clearly intended for a specific person."

Since our bottles are custom engraved (with a name, text, or logo), orders cannot be cancelled, returned, or refunded unless there is an error or defect on our part.

2. Incorrect or Damaged Delivery
Have you received the wrong product or has your order arrived damaged? Please contact us within 7 calendar days of receipt at info@gravalbottles.com with:

  • Your order number

  • Photos of the product and packaging

  • A clear description of the issue

We will review your report and offer an appropriate solution, such as:

  • A replacement product

  • A partial refund

  • Or a full refund (in exceptional cases)

3. Manufacturing Defects and Warranty
If your personalized product contains an obvious production or engraving error that does not match the order, we will correct it free of charge.

Please note: slight variations in engraving position, colour appearance, or font may occur and are not considered manufacturing defects. Our products are crafted by hand with care.

4. Address and Order Details
The customer is responsible for providing the correct shipping address, name, and other personalization details. Please check these carefully. We are not liable for incorrectly entered information.

5. Contact and Processing Time
Return requests or complaints are usually processed within 3 business days. During peak periods, processing may take slightly longer.

📧 Email: info@gravalbottles.com

6. Refunds (If Applicable)
In the rare case that a refund is granted, it will be processed via the same payment method used for the purchase. Depending on your bank or card issuer, it may take 5–10 business days for the amount to appear in your account.

7. Last Update
This return and refund policy was last updated on 3 August 2025. GRAVAL reserves the right to change this policy at any time. Please check this page regularly for updates.