Refund policy
Grand So
Returns, Refunds & Right of Withdrawal Policy
Last updated: May 2026
IMPORTANT NOTICE — PERSONALISED PRODUCTS & RIGHT OF WITHDRAWAL
All products sold by Grand So are personalised to your individual specifications. Under Article 16(c) of the EU Consumer Rights Directive (2011/83/EU), personalised and custom-made goods are explicitly exempt from the standard 14-day right of withdrawal.
By completing your purchase, you expressly acknowledge that your order is for a personalised product and that the right of withdrawal does not apply. This notice is provided as required pre-contractual information under EU consumer law
1. About Our Products & Personalisation
Grand So specialises in print-on-demand personalised apparel and merchandise. Every product sold in our store incorporates personalisation unique to you — your name, initials, or other personal details are applied to the product as part of the manufacturing process.
Because each item is individually made to your specifications upon receipt of your order, we are unable to accept returns or exchanges for the following reasons, as permitted under EU law for personalised goods:
• Change of mind
• Incorrect size selection (please check our size guide carefully before ordering)
• Personal preference
• The item no longer being wanted
We strongly encourage you to:
• Review our size guides carefully before placing your order
• Double-check all personalisation details — name spelling, initials — before confirming
• Contact us before ordering if you have any questions: hello@grandso.ie
2. Pre-Contractual Disclosure — Right of Withdrawal Waiver
In accordance with Articles 6 and 16 of the EU Consumer Rights Directive (2011/83/EU), we are required to inform you clearly before you complete your purchase of the following:
(a) General right: Consumers in the European Union normally have the right to withdraw from a distance contract within 14 calendar days of receiving goods, without giving any reason.
(b) Exemption applicable to your order: This right of withdrawal does NOT apply to orders placed with Grand So because all our products are personalised goods made to your individual specifications, as defined under Article 16(c) of Directive 2011/83/EU.
(c) Your acknowledgement: By completing your purchase on grandso.ie, you expressly acknowledge and agree that the right of withdrawal is excluded because the goods are personalised to your specifications. This waiver is displayed clearly at checkout before payment is taken.
3. Your EU Statutory Rights — Defective, Damaged or Incorrect Items
The personalised goods exemption does not affect your statutory rights under the EU Sale of Goods Directive (2019/771), the Consumer Protection Act 2007 (Ireland), and applicable Irish consumer law.
You are fully entitled to a remedy if your item arrives:
• Defective, damaged, or with a manufacturing fault
• With a misprint, printing error, or production defect
• Significantly different from what was described or shown on our website
• Incorrect — wrong item sent to you
In such cases, we will offer you one of the following remedies, in accordance with your statutory rights:
• A free replacement item produced and dispatched at no cost to you
• A full refund to your original payment method
• A partial refund where appropriate and agreed
Statutory guarantee period: You have a statutory guarantee of two (2) years from the date of delivery to raise a claim for goods that are defective or not in conformity with the contract, under EU Directive 2019/771.
4. How to Report a Defective or Incorrect Item
Please inspect your order carefully upon receipt. If you believe your item is defective, damaged, misprinted, or incorrect, you must contact us as follows:
1. Email us at hello@grandso.ie within 30 days of receiving your order
2. Include your order number in your message
3. Attach clear photographs showing the defect, misprint, or damage
4. Describe the issue in as much detail as possible
We will assess your claim and respond within 2 business days.
(c) Your acknowledgement: By completing your purchase on grandso.ie, you expressly acknowledge and agree that the right of withdrawal is excluded because the goods are personalised to your specifications. This waiver is displayed clearly at checkout before payment is taken.
3. Your EU Statutory Rights — Defective, Damaged or Incorrect Items
The personalised goods exemption does not affect your statutory rights under the EU Sale of Goods Directive (2019/771), the Consumer Protection Act 2007 (Ireland), and applicable Irish consumer law.
You are fully entitled to a remedy if your item arrives:
• Defective, damaged, or with a manufacturing fault
• With a misprint, printing error, or production defect
• Significantly different from what was described or shown on our website
• Incorrect — wrong item sent to you
In such cases, we will offer you one of the following remedies, in accordance with your statutory rights:
• A free replacement item produced and dispatched at no cost to you
• A full refund to your original payment method
• A partial refund where appropriate and agreed
Statutory guarantee period: You have a statutory guarantee of two (2) years from the date of delivery to raise a claim for goods that are defective or not in conformity with the contract, under EU Directive 2019/771.
4. How to Report a Defective or Incorrect Item
Please inspect your order carefully upon receipt. If you believe your item is defective, damaged, misprinted, or incorrect, you must contact us as follows:
1. Email us at hello@grandso.ie within 30 days of receiving your order
2. Include your order number in your message
3. Attach clear photographs showing the defect, misprint, or damage
4. Describe the issue in as much detail as possible
We will assess your claim and respond within 2 business days.
Do not return any item without first contacting us and receiving written authorisation.
Items returned without prior authorisation will not be accepted and cannot be processed for a refund or replacement.
5. Approved Returns — Defective Items Only
If we assess your claim and determine that a return is required, we will:
• Issue you a prepaid return shipping label at no cost to you
• Provide clear written instructions on how and where to return your item
Depending on your location, approved returns are directed to our fulfilment partner's facilities:
• Republic of Ireland & EU (excl. Spain): Lidostas parks, Marupe, Marupes nov., LV-2167, Latvia
• Spain: Travessía Prat de la Riba, 91–95, 08849 Sant Climent de Llobregat, Barcelona, Spain
• United Kingdom: Antar 2 Headway Road, Wolverhampton, West Midlands, WV10 6PZ
Do not send items to any of these addresses unless you have received explicit written authorisation from us by email.
6. Refunds
Once an authorised return has been received and inspected by our fulfilment partner, we will notify you of the outcome within 5 business days.
If your refund is approved:
• You will receive a full refund to your original payment method
• Refunds are processed within 14 calendar days of us receiving your returned item, in compliance with EU Consumer Rights Directive requirements
• Your bank or payment provider may require additional time to process and post the refund — this is outside our control
If more than 14 business days have passed since your refund was approved and you have not received it, please contact us at hello@grandso.ie.
7. Order Cancellations
Because all products are personalised and enter production promptly after an order is placed, cancellation requests cannot be guaranteed. If you wish to cancel an order:
• Contact us immediately at hello@grandso.ie with your order number
• If production has not yet begun, we will endeavour to cancel your order and issue a full refund
• If production has already commenced, cancellation may not be possible
We recommend contacting us within 1 hour of placing your order if you need to cancel or amend any details.
Sale Items and Gift Cards
Sale items and gift cards are non-refundable except where a statutory right to a remedy applies — that is, where an item is defective, not as described, or not in conformity with the contract under EU law.
9. Exchanges
Because all our products are personalised and made to order, we do not offer standard exchanges for change of mind or size selection errors. In the event of a defective or incorrect item, we will arrange a free replacement at no cost to you, rather than a traditional exchange process.
10. Governing Law
This policy is governed by Irish law and applicable EU consumer protection legislation, including:
• EU Consumer Rights Directive (2011/83/EU)
• EU Sale of Goods Directive (2019/771)
• Consumer Protection Act 2007 (Ireland)
• European Communities (Protection of Consumers in Respect of Contracts Made by Means of Distance Communication) Regulations 2001
Nothing in this policy affects your statutory rights as a consumer under Irish or EU law.
11. Contact Us
For all returns, refund queries, defective item reports, or any questions about this policy, please contact us:
Grand So
Email: hello@grandso.ie
Website: grandso.ie
We aim to respond to all enquiries within 2 business days (Monday to Friday, excluding Irish public holidays).