Last updated April 2020
Every GRAV® product is a demonstration of superior craftsmanship, function, and quality. We take pride in our quality control and packaging standards, and it’s very rare that a product should arrive broken or damaged. That being said, all things are possible, and in the event that you want to return or exchange an item, please review the guidelines below.
LEGAL DISCLAIMER: While it should go without saying, the shipping of any piece that has been used with any other cannabis or substance other than the premium hemp that is provided in the cartridges across state lines or within the state of Texas is strictly illegal. Given the risk, GRAV will not receive back any piece that has been used, regardless of what substances it has been used with. Thoroughly cleaned pieces are no exception, as they may still carry trace residue and it's not worth the risk. If you think you'll need to return a piece for any reason, contact GRAV immediately and before using it.
BROKEN OR DAMAGED ITEMS
If your order arrives broken or damaged, just shoot firstname.lastname@example.org a picture of the item next to your package with the shipping label visible. You have 7 days to report the breakage. Once we’ve had a chance to look it over, we’ll issue a replacement as soon as possible.
LEGAL NOTE: Please dispose of all broken glass carefully and responsibly. GRAV is not liable for any harm inflicted by broken glass products.
If an item or component from your order is missing from the box upon arrival, please email email@example.com with your order number and a description of what’s missing. You have 7 days to report a missing item. Once the shortage is confirmed, we’ll issue a replacement as soon as possible. However, if you're claiming your entire package was never delivered or was stolen from your doorstep and USPS tracking information shows it was delivered correctly, you'll need to file a claim with USPS or submit a police report for stolen mail before we process a replacement.
If you receive something other than what you ordered, just shoot firstname.lastname@example.org a picture of the item next to your package with the shipping label visible. You have 7 days to report an incorrect item. Once the error is confirmed, we’ll issue a replacement as soon as possible.
A defect is anything that interferes with the intended function of the piece, including:
- Poorly-fitting joints
- Blocked airflow
- Unusual fragility (if you drop glass on the ground and it breaks, that is not unusual)
- Shattered cartridges
- Visible mold
You have 6 months to report a defect in a piece you’ve ordered from GRAV.com. Please email email@example.com with your order number and a description of the defect. Depending on the nature of the defect, we may ask you to send us a picture or video. Once the defect is confirmed, we’ll issue you a store credit for the value of the piece.
GRAV PRODUCTS ORDERED FROM OTHER RETAILERS
GRAV will only accept returns and refunds from purchases made on gravcbd.com. GRAV will not allow returns from a purchase made in a retail store. Please work through the retailer you purchased the product from they should be able to take care of you.
We do not have a money-back guarantee, as CBD does affect everyone differently.