Refund policy
Gavreno wants customers to understand the return process before making a purchase.
This Return Policy explains when a product may be returned, how to submit a request, who is responsible for return shipping, how damaged or incorrect orders are reviewed, and when an approved refund will be issued.
Gavreno and gavreno.com are operated by Xianwei Grandpa (Guangzhou) Food Technology Co., Ltd..
By placing an order through gavreno.com, you agree to the conditions described in this Return Policy. Nothing in this policy limits any mandatory consumer rights available under applicable law.
Return Window
You may request a return within 30 calendar days after the confirmed delivery date of your order.
The return request must be submitted before the 30-day period expires.
A return is not automatically approved merely because a request was submitted within the return window. The product must also satisfy the eligibility conditions described below.
When an order contains multiple packages delivered on different dates, the return period for each product begins on the date that particular product is confirmed as delivered.
Starting a Return
Before sending any product back, contact:
Use the subject line:
Return Request – Order #[order number]
Include the following information:
- Your full name
- Your order number
- The email address used during checkout
- The product you wish to return
- The quantity being returned
- The reason for the return
- Clear photographs, where relevant
- A brief description of the product’s condition
We will review the request and provide the applicable return instructions when the return is eligible.
Do not return a product until Gavreno has provided return authorization and the correct return address.
Return Address
The address printed on the original package or shipping label may belong to a carrier, warehouse, fulfillment provider, or other logistics facility and may not be the correct return location.
Products must not be returned to:
- The address printed on the shipping label
- An address found through an online search
- A carrier facility
- A fulfillment location not confirmed by Gavreno
- The sender address shown on the package
The correct return address will be provided after the return request has been reviewed.
Returns sent without authorization or to an incorrect address may be delayed, refused, lost, or returned to the sender.
Gavreno is not responsible for unauthorized returns sent to an address that we did not provide.
Conditions for an Eligible Return
Unless the product is damaged, defective, incorrect, or otherwise protected by applicable law, an eligible return should be:
- Returned within the applicable return period
- In the same general condition in which it was received
- Unused beyond what is reasonably necessary to inspect the product
- Clean and free from stains, odors, soil, water damage, pet hair, or other contamination
- Not permanently installed, mounted, altered, cut, drilled, painted, repaired, or modified
- Not damaged because of misuse, improper storage, or incorrect assembly
- Complete with all parts, accessories, fittings, tools, manuals, and inserts
- Returned with the original packaging where reasonably available
- Accompanied by the return authorization information provided by Gavreno
Product labels, identification markings, protective materials, and included accessories should remain intact where possible.
Opening the package solely to inspect the product does not automatically make the item ineligible for return. However, using, installing, modifying, or damaging the product may affect eligibility.
Home and Garden Product Conditions
Home and garden products may require additional inspection because their condition can be affected by installation, outdoor exposure, moisture, soil, chemicals, improper storage, or compatibility with other fixtures.
Unless the return concerns an eligible defect or order error, products may not qualify for return if they have been:
- Permanently mounted or attached to a wall, floor, ceiling, fence, appliance, pipe, or outdoor structure
- Installed using adhesive, screws, nails, anchors, sealant, cement, wiring, or plumbing connections
- Cut, drilled, trimmed, painted, stained, sealed, or otherwise customized by the customer
- Used outdoors or exposed to rain, soil, excessive sunlight, frost, chemicals, or weather conditions
- Filled with water, soil, food, cleaning products, fuel, or another substance
- Washed, laundered, or treated with cleaning chemicals
- Damaged through incorrect assembly or installation
- Used with an incompatible product, fixture, power supply, connection, or surface
- Returned with missing parts or accessories
Before assembling or installing a product, review the product description, dimensions, compatibility information, and included instructions.
Contact service@gavreno.com before installation when clarification is needed.
Items That Cannot Normally Be Returned
The following products may be excluded from ordinary change-of-mind returns where permitted by law:
- Products specifically marked as final sale or non-returnable before purchase
- Personalized, customized, engraved, cut-to-size, or specially configured products
- Products that have been permanently installed or altered
- Consumable products after the original seal has been opened
- Products that cannot be resold for hygiene, health, or safety reasons after use
- Hazardous materials or products subject to shipping restrictions
- Gift cards or digital products, where offered
- Products damaged through misuse, neglect, unauthorized repair, or improper installation
- Products returned after the applicable return period
- Products missing essential parts, accessories, or components
An exclusion does not apply when the product is materially defective, incorrect, damaged upon delivery, or otherwise eligible for a remedy under applicable law.
Any product-specific return limitation should also be disclosed on the applicable product page before purchase.
Change-of-Mind Returns
A change-of-mind return may include situations where:
- You no longer want the product
- You ordered the wrong size, color, model, or quantity
- The product does not fit the intended space
- The product is incompatible with an existing item
- You changed your decorating or garden plans
- You entered incorrect product options during checkout
- The product is no longer required
For an approved change-of-mind return:
- The customer is responsible for return shipping costs
- The original shipping charge is generally non-refundable
- The product must meet all return-condition requirements
- A trackable return service is recommended
- The customer is responsible for the package until it reaches the approved return location
We do not provide reimbursement for customer-arranged return shipping unless Gavreno expressly confirms otherwise in writing.
Damaged Products
Inspect your order as soon as reasonably possible after delivery.
If a product arrives damaged, contact service@gavreno.com within 7 calendar days after delivery whenever reasonably possible.
Include:
- Your full name
- Your order number
- The name of the damaged product
- A clear description of the damage
- Photographs showing the entire product
- Close-up photographs of the damage
- Photographs of the inner and outer packaging
- A photograph of the shipping label
- Video evidence, where the issue cannot be shown clearly in photographs
Keep the product, packaging, labels, accessories, and included parts until the review is complete.
Do not install, repair, dispose of, or continue using a damaged product where doing so could make the problem worse or create a safety risk.
The seven-day reporting period helps us investigate carrier or fulfillment issues and does not remove any mandatory rights available under applicable law.
Incorrect Products
If you receive a product, size, color, model, or quantity that is different from what was confirmed in your order, contact us within 7 calendar days after delivery whenever reasonably possible.
Provide photographs showing:
- The product received
- The complete package contents
- The product label, model, or identifying information
- The packaging
- The shipping label
Do not return the incorrect product until instructions have been provided.
When the error is confirmed as being caused by Gavreno or the fulfillment process, Gavreno will provide an appropriate resolution, which may include:
- A replacement
- A return at our expense
- A partial refund, where agreed
- A full refund
- Another remedy required by applicable law
Missing Products or Components
An order may be shipped in more than one package.
Before reporting a missing product, review:
- The shipping-confirmation emails
- The tracking numbers provided
- The package contents
- Whether another package remains in transit
If an item, accessory, fitting, or component is still missing, contact service@gavreno.com and include:
- Your order number
- The missing item or component
- Photographs of everything received
- Photographs of the packaging
- The shipping label
- Any included packing document
Do not discard the packaging until the review is complete.
Products That Appear Defective
If a product does not function as described under ordinary and intended use, stop using it and contact us.
Please provide:
- The product name
- The order number
- A description of the problem
- Photographs or video showing the issue
- Information about assembly or installation
- Information about the surface, fixture, connection, or environment in which it was used
- Confirmation that the applicable instructions were followed
The review may consider:
- The intended purpose of the product
- Product instructions and warnings
- Installation and assembly
- Compatibility
- The duration and manner of use
- Product condition
- Evidence submitted
- Whether the product has been altered or repaired
Normal wear, cosmetic changes caused by ordinary use, incorrect installation, accidental damage, misuse, neglect, unauthorized modification, or incompatibility may not constitute a manufacturing defect.
Return Shipping Responsibility
When the Customer Pays
The customer is generally responsible for return shipping when the return is based on:
- A change of mind
- Ordering the wrong option
- Incorrect measurements taken by the customer
- Incompatibility that was disclosed or reasonably identifiable before purchase
- An incorrect address or other customer-submitted information
- No longer needing the product
- Personal preference
When Gavreno Pays
Gavreno will arrange or reimburse reasonable return shipping when we confirm that the return is required because:
- The wrong product was sent
- The product arrived materially damaged
- Essential components were missing
- The product was materially defective upon receipt
- Gavreno expressly agreed in writing to cover the cost
- Applicable law requires us to do so
Do not purchase return postage expecting reimbursement unless Gavreno has confirmed the arrangement in writing.
Return Packaging
Customers are responsible for packaging an approved return carefully.
Where available, use:
- The original product packaging
- The original internal protective materials
- A strong outer shipping box
- Appropriate cushioning
- Protection for fragile or moving components
- A securely attached shipping label
Remove or cover unrelated shipping labels.
A product damaged during customer-arranged return transportation because of insufficient packaging may receive a reduced refund or may become ineligible for a refund where permitted by law.
Return Tracking
Customers arranging their own return should use a shipping method that provides:
- A tracking number
- Proof of shipment
- Delivery confirmation
- Appropriate coverage for the product value
Keep the receipt and tracking information until the return and refund are complete.
Gavreno cannot issue a refund for a return that cannot be located or confirmed as delivered to the approved return address.
Return Inspection
After an authorized return is received, it will be inspected to confirm:
- The correct product was returned
- The product is within the return period
- The product condition matches the information provided
- All essential parts and accessories are included
- The product has not been improperly used, installed, or altered
- The return complies with the authorization instructions
We may contact you if additional information is needed.
Inspection does not create an automatic right to a refund when the product does not meet the applicable return conditions.
Refund Approval
When a return is approved after inspection, the refund will generally be issued within 7 business days.
The refund will normally be sent to the original payment method used for the order.
After the refund is submitted, the bank, card issuer, digital-wallet service, or payment provider may require additional time to post the funds.
Gavreno does not control the processing schedule of an independent financial institution.
Refund Amount
For an eligible return, the refund may include the amount paid for the approved returned product.
The following amounts may be excluded where permitted by law:
- Original shipping charges for a change-of-mind return
- Return shipping paid by the customer
- Expedited shipping upgrades
- Customs duties, import taxes, or fees paid to third parties
- Amounts related to missing components
- Loss in value caused by use, installation, alteration, or customer damage
- Non-refundable services already completed
If the entire order is returned because of a confirmed Gavreno error or an eligible product defect, applicable original shipping charges will be handled according to the circumstances and applicable law.
No Separate Restocking Fee
Gavreno does not charge a separate restocking fee for a return that:
- Was authorized
- Was submitted within the return period
- Meets the return-condition requirements
- Includes the required components and accessories
A refund may still be reduced where the returned product is incomplete, damaged, used beyond reasonable inspection, or otherwise has diminished value because of the customer’s handling, where such a deduction is permitted by law.
Partial Refunds
A partial refund may be considered when:
- A product is returned with a non-essential component missing
- Packaging or accessories are incomplete
- The customer agrees to retain a product with a minor issue
- The product has diminished value because of handling beyond reasonable inspection
- Only part of an order qualifies for a refund
- Another partial resolution is agreed in writing
We will explain the basis of a proposed partial refund before completing it where reasonably practicable.
Original Payment Method
Refunds are generally returned to the payment method originally used.
We normally cannot redirect a refund to:
- Another card
- Another person’s account
- A bank account provided by email
- A gift card from another business
- Cryptocurrency
- Cash
- A different digital wallet
If the original payment method is no longer available, contact service@gavreno.com. The available solution will depend on the payment provider’s procedures and applicable law.
Late or Missing Refunds
After receiving confirmation that a refund has been issued:
- Review the original payment account.
- Allow time for the payment provider to process the refund.
- Contact the card issuer, bank, or digital-wallet provider.
- Confirm whether the refund is pending.
If the financial provider cannot locate the refund after its normal processing period, contact:
Include your order number and the refund-confirmation information.
Exchanges
Gavreno does not guarantee direct product exchanges.
Where a different size, color, model, or product is required, the usual process is:
- Request a return for the original product.
- Wait for return approval.
- Place a new order separately for the preferred product.
Placing a replacement order does not guarantee that the original return will be approved.
Availability and pricing may change before a new order is submitted.
Where an incorrect or defective product was received, contact us before placing another order so that we can review the appropriate resolution.
Order Cancellations
To request cancellation, contact:
Use the subject line:
Cancellation Request – Order #[order number]
Include:
- Your full name
- Your order number
- The email address used during checkout
- A clear cancellation request
We will attempt to review the request before fulfillment begins, but cancellation is not guaranteed.
An order may become unavailable for cancellation after it has:
- Entered processing
- Been prepared for shipment
- Been transferred to a fulfillment provider
- Been assigned a tracking number
- Been shipped
If cancellation is no longer possible, the customer may need to receive the order and submit an eligible return request.
Refused and Unclaimed Deliveries
Refusing delivery or failing to collect a package does not automatically create an approved return.
A refused or unclaimed package may result in:
- Return shipping charges
- Carrier fees
- Customs charges
- Storage charges
- Delays in locating the package
- A deduction from the refund where permitted by law
Contact Gavreno before refusing a delivery.
A refund will not be issued until the package has been returned to an approved location and reviewed.
Incorrect or Incomplete Addresses
Customers are responsible for providing an accurate and complete shipping address during checkout.
If a package is returned because of:
- An incorrect address
- An incomplete address
- A missing apartment or unit number
- An incorrect postal code
- An unavailable recipient
- Failure to collect the package
Any additional shipping or return costs may be deducted from the refund where permitted by law.
Contact us promptly if an address correction is required. Changes cannot be guaranteed after processing begins.
Gifts
When an eligible product was purchased as a gift, refunds are generally issued to the original payment method used by the purchaser.
We do not guarantee cash refunds, store credit, or direct refunds to the gift recipient.
Promotions and Bundled Products
When a returned product was purchased as part of a promotion, bundle, multi-buy offer, or conditional discount, the refund may be recalculated according to the terms of the original offer.
For example, returning part of a qualifying bundle may remove the discount that depended on purchasing multiple products.
Any adjustment will be based on the actual promotion displayed at the time of purchase and applicable law.
Free promotional items, where legitimately offered, may also need to be returned when the associated qualifying product is returned.
Consumer Rights
This Return Policy does not exclude, restrict, or replace rights that cannot legally be waived.
Depending on where you live, applicable law may provide additional rights concerning:
- Defective products
- Products that do not match their description
- Products that are not of acceptable quality
- Delivery failures
- Cooling-off or withdrawal periods
- Refunds, repairs, or replacements
- Unfair contract terms
Where mandatory consumer law gives you greater protection than this Return Policy, the mandatory law will apply.
Return Abuse and Fraud
Gavreno may refuse or restrict a return where there is reasonable evidence of:
- Returning a product different from the one purchased
- Falsifying photographs or documents
- Repeated use and return of products
- Intentional product damage
- Removal or substitution of parts
- Unauthorized payment activity
- False claims of non-delivery or damage
- Other fraudulent or abusive conduct
Any review will be based on the order records, product condition, communications, shipping information, and applicable law.
Contact Gavreno
For returns, damaged products, incorrect orders, missing components, cancellations, or refunds, contact:
Brand: Gavreno
Operating Company: Xianwei Grandpa (Guangzhou) Food Technology Co., Ltd.
Website: gavreno.com
Customer Service Email: service@gavreno.com
Use the applicable subject line:
- Return Request – Order #[order number]
- Damaged Product – Order #[order number]
- Incorrect Order – Order #[order number]
- Missing Item – Order #[order number]
- Cancellation Request – Order #[order number]
- Refund Question – Order #[order number]
Do not return a product until Gavreno has reviewed the request and provided the applicable instructions.