1. Right of Withdrawal (14-Day Returns)

In accordance with European regulations, customers residing within the European Union and relevant regions possess a statutory 14-day Right of Withdrawal.

You have the right to cancel your order and return your item(s) within 14 calendar days of physical receipt without providing a specific reason.

To exercise this right, please notify our support team at grainlife4@gmail.com. Items must be returned in their original, unused condition.

2. Damaged or Faulty Items

We take great care in the management of our luminaires. However, if an item arrives with physical damage or a functional fault:

Please contact us via email within the statutory period with photographic evidence of the issue.

Streamlined Resolution: Upon verification of the evidence, we will process a full refund or arrange for a replacement.

No Return Required: For confirmed damaged or faulty items, you are not required to return the impaired goods; the photographic evidence is sufficient for us to resolve the matter.

3. Shipping Delays and Non-Delivery

We cooperate with premier carriers including DHL, FedEx, and UPS Priority. Standard delivery to Europe typically takes 5 to 12 calendar days.

We provide automated tracking updates to your registered email at key milestones: dispatch, arrival at regional hubs, and final delivery.

Investigation: If your order exceeds the 12-calendar-day window, we will initiate a formal enquiry with the carrier.

Resolution: Based on the investigation findings, we will offer a full refund or a complimentary re-shipment to ensure your requirements are met.

4. Return Logistics & Costs

For approved returns under the Right of Withdrawal, goods should be sent to our designated facility. Please contact us to receive the specific return instructions.

Shipping Costs: Return shipping fees for “change-of-mind” returns are the responsibility of the customer. For defective or damaged items, we cover all costs or provide a no-return resolution.

Return Address: NO.28, PERSIARAN BERCHAM SELATAN 8, TAMAN DESA KENCANA, 31400 IPOH, PERAK, Malaysia.

5. Refund Process & Timeline

We will process your refund within 3 business days of receiving and inspecting the returned item.

Method: Refunds are issued strictly to the original payment method (Visa, Mastercard, AMEX, Apple Pay, etc.).

Timeline: Please allow 5-10 business days for the credit to appear on your bank statement, depending on your bank’s processing speed.

6. Contact Information

For all return-related enquiries, please contact:
GRAIN LIFE GLOBAL WHOLESALE
Email: grainlife4@gmail.com
Telephone: +601135944536
Address: NO.28, PERSIARAN BERCHAM SELATAN 8, TAMAN DESA KENCANA, 31400 IPOH, PERAK, Malaysia.