grimwerk Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Eligibility
To be eligible for a return, your item must be in the same condition that you received it, unused, with all components (including the multi-tool magazine and accessories) intact, and in its original packaging. You'll also need the receipt or proof of purchase.
How to start a return
To start a return, email us at grimwerk@mailum.com with your order number. Do not ship anything back before you hear from us — items sent back without a return request will not be accepted.
If your return is accepted, we'll email you a prepaid return label and the correct return address for your country. Customers in the United States, Canada, the United Kingdom and Australia return to our regional handling partner in their own region, so you will not be charged international postage.
You can always contact us for any return question at grimwerk@mailum.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, missing a working part, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom or engraved products (such as special orders or personalized items). We also do not accept returns for items where local customs or law enforcement has seized or restricted the shipment, as such cases are handled separately — see our Shipping Policy. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item (for example, a different finish).
Your rights by country
- United States: our 30-day policy applies nationwide. Refunds go back to the original payment method; state consumer protection laws that give you further rights are unaffected.
- Canada: our 30-day policy applies, in addition to any rights you have under provincial consumer protection legislation.
- United Kingdom: under the Consumer Contracts Regulations you may cancel your order for any reason within 14 days of delivery and return it within a further 14 days. This is in addition to our 30-day policy and to your rights under the Consumer Rights Act 2015 for faulty or misdescribed goods.
- Australia: our returns are in addition to the Australian Consumer Law guarantees. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they are not of acceptable quality.
For any cancellation or return, the item must be in the same condition you received it, unused, with all components intact, and in its original packaging, with your receipt or proof of purchase.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at grimwerk@mailum.com.