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 for both defective and non-defective items (including change-of-mind returns), provided 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 unless the item itself arrived defective, damaged, or incorrect (see Section 2).

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. How to Return an Item

Returns are accepted by mail only. Once your return request is approved, we will provide a prepaid return shipping label that you can download and print at no cost to you.

There are no restocking fees for approved returns.

4. Exchanges

We accept exchanges for items that meet the same conditions as returns (unopened, unused, in original sealed packaging, within 7 days of delivery). To request an exchange, contact us using the details in Section 7 with your order number and the item you'd like instead.

5. 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.

6. 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

7. Refunds

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

Approved refunds are processed within 5 business days of us receiving and inspecting the item. Once processed, refunds to your original payment method may take an additional 3–7 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.

8. How to Contact Us

To request a return, exchange, 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.