RETURNS & REFUNDS
RETURNS & REFUNDS — GRAPHAA.COM
Last updated: September 8, 2026
OUR RETURNS PROMISE
We want you to love your Graphaa piece. If something is not quite right, you can return most items within 14 days of receiving your order, in line with your statutory right of withdrawal under German and EU consumer law.
RIGHT OF WITHDRAWAL
You have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days from the day on which you, or a third party named by you, acquire physical possession of the goods.
To exercise your right of withdrawal, you must inform us of your decision by a clear statement, for example by email to info@graphaa.com, including your order number. You may use our returns form if one is provided, but this is not required.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
CONDITION OF RETURNED ITEMS
Items must be returned unworn, unused, and in their original condition, including all original packaging, pouches, and tags where applicable. For hygiene reasons, earrings that have been opened, worn, or removed from their sealed packaging cannot be returned or exchanged, unless the item is faulty.
We recommend trying on jewellery carefully and keeping all original packaging until you are sure you would like to keep your purchase.
HOW TO RETURN AN ITEM
To start a return, please contact us at info@graphaa.com with your order number and the reason for your return. We will confirm the return address and any further steps.
You are responsible for the cost of returning the item to us, unless the item is faulty or was sent in error. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit back to us.
REFUNDS
Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved. If approved, your refund will be processed to your original payment method within 14 days of us receiving the returned goods.
If you chose paid express shipping when you placed your order, the original shipping cost is only refunded if the return is due to a fault on our part or an error in your order. Otherwise, only the price of the returned item is refunded.
EXCHANGES
If you would like a different size, colour, or design, the quickest way to do this is to return your original item for a refund and place a new order for the piece you would prefer.
FAULTY OR INCORRECT ITEMS
If you receive a faulty, damaged, or incorrect item, please contact us within a reasonable time of receiving your order, including photos where possible, and we will arrange a replacement, exchange, or full refund, including any reasonable return shipping costs.
Nothing in this policy affects your statutory rights as a consumer under German law, including your rights in relation to faulty or misdescribed goods.
CONTACT US
If you have any questions about a return or refund, please get in touch.
Email: info@graphaa.com
Phone: +49 179 3511045