Return & Refund Policy

At GRAIL27, we sell premium collectible scale models. Each item is carefully checked and packed before shipping.

Please read our return policy before placing an order.

1. Returns

We accept returns only if the item is:

• Returned within 7 days of delivery
• Completely unopened and unused
• In its original sealed packaging
• With the original product box, accessories, and packaging intact

Opened, used, or damaged items cannot be returned.

2. Damaged or Wrong Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

To help us process the claim, please provide:

• Clear photos of the item
• Photos of the outer shipping box
• Photo of the shipping label
• Unboxing video is mandatory

Once reviewed and approved, we will arrange a replacement, refund, or suitable solution.

3. Packaging Rules

The original model box is part of the collectible value.

Please do not place tape, labels, or stickers directly on the product box. Returned items must be packed inside a separate shipping box.

Returns with damaged original packaging may be rejected.

4. Non-Returnable Items

The following items cannot be returned unless they arrive damaged, defective, or incorrect:

• Opened items
• Sale or clearance items
  
• Special order or personally sourced items
• Gift cards

5. Refunds

Once we receive and inspect the returned item, we will notify you if the refund is approved.

Once your return is received and inspected, we will issue the refund on the same day if approved. Refunds to the original payment method may take 3 to 7 business days to appear in your account, depending on your bank or card provider. For faster processing, we may also offer an instant refund as store credit.

6. How to Contact Us

To request a return or report an issue, email us at: support@grail27.com or contact via Whatsapp +971586980027

Please include your order number and reason for contacting us.