REFUND & RETURNS POLICY

At Granivos, every product is made fresh to order. We take quality seriously and stand behind everything we bake. If something is not right, we will make it right.

This policy applies to all orders placed through the Granivos website, by phone, or via our wholesale account system.

If you receive a product that is:

• Damaged or broken in transit

• Incorrect (wrong product delivered)

• Below our stated quality standard

• Past its stated freshness date at the time of delivery

Please contact us within 24 hours of delivery at [email protected] or call +233 545 950 787 (Ghana) / +44 7301 933 263 (UK).

We will offer a full replacement, credit, or refund at our discretion. We may ask for a photograph of the affected product to help us improve our quality processes.

Individual Orders:

Orders may be cancelled up to 8:00 PM the evening before your scheduled delivery. Cancellations after this time cannot be accepted as production will have already begun.

Wholesale Orders:

Wholesale orders may be cancelled up to 48 hours before the scheduled delivery date. Cancellations within 48 hours may be subject to a cancellation fee of up to 25% of the order value.

Subscription Orders:

Subscription orders may be paused or cancelled at any time via email to [email protected]. Changes take effect from the next billing cycle.

Approved refunds will be processed within 5–10 business days to the original payment method. We will confirm the refund by email once it has been processed.

For wholesale accounts, credits will be applied to your next invoice unless a cash refund is specifically requested.

The following are not eligible for refund:

• Products that have been consumed (except where a quality complaint is raised within 24 hours)

• Orders cancelled after the production cut-off time

• Custom or bespoke orders (celebration cakes, event catering) once production has begun

• Delivery charges where delivery was successfully completed

Granivos products are made in a bakery that handles wheat, gluten, eggs, dairy, nuts, and sesame. We cannot accept returns or provide refunds for allergic reactions where allergen information was provided at the time of ordering and the customer proceeded with the purchase.

If you have a specific dietary requirement, please contact us before placing your order at [email protected].

To request a refund or report a quality issue, contact us at:

[email protected]

+233 545 950 787 (Ghana)

+44 7301 933 263 (UK)

Operating hours: Monday to Saturday, 6:00 AM to 8:00 PM