Returns & Exchanges Policy

Quick Summary

• ✅ Returns accepted within 28 days of purchase
• 🚫 Items must be unused, unworn, and in original condition
• 📦 Use our tracked returns portal to start a return or exchange
• 🏬 Online orders can also be returned or exchanged in-store at our flagship Tower Centre Ballymena store, or at any UK/NI show (excluding Irish shows)
• 🆓 Free returns for faulty or incorrect items (with photo proof)
• 💳 Refunds issued to original payment method (48–72 hrs after approval)
• 🔁 Exchanges may take 5–7 working days if items are made to order
• 📬 Always return items via a tracked service if not using our portal
• 🖥️ Digital, personalised, or made-to-order items cannot be returned or exchanged

How to Return an Item

To return your item for a refund or exchange, or to report a faulty or incorrect product:

1. Log in to your account
2. Go to your order page
3. Request a return through our returns portal (fully tracked)

Our team will then contact you with full return instructions.

In-Store & Show Returns

Online orders can also be returned or exchanged in-store at our flagship store located in the Tower Centre, Ballymena, or at any UK / Northern Ireland show. Unfortunately, this does not apply to Irish shows.

Purchases made in-store or at roadshow events can also be shipped back to us for a return or exchange — just contact us before sending, as we will need details enclosed with the return to ensure we know what the item is when it returns back to the warehouse. 

Faulty or Incorrect Items

If your items are damaged or incorrect, we sincerely apologise.

• Use our returns portal and upload photographic evidence when prompted
• Once reviewed, a free return label will be issued
• Replacement items will be sent at no additional cost

If you return items using your own method, please ensure they are sent via a tracked postal service, as we cannot accept responsibility for returns unless sent through our portal.

Refunds & Exchanges

• Refunds: Processed to your original payment method within 48–72 hours after we receive your return. You’ll receive a confirmation email once complete.
• Exchanges: A new tracking code will be emailed once your replacement has been dispatched. Please allow 5–7 working days for dispatch, as some items may need to be manufactured.
• Any unpaid postage fees may be deducted from your refund.

Return Conditions

• All returns must be made within 28 days of purchase
• Items must be unused, unworn, and in their original packaging
• Returns not meeting these conditions will be denied and returned to you at your expense

Consumer Rights & Cancellations

If you are a consumer, you may cancel your order within 28 days of receiving your goods by notifying us in writing.

• This does not apply to unsealed, personalised, or made-to-order items
• Goods must be returned at your expense and adequately insured
• Refunds or exchanges will be processed within 30 days of receiving your return
• If items are not returned, the cost of goods may be deducted from your refund

Inspection of Goods

Please inspect your items upon delivery and notify us if there’s an issue:

• Within 5 working days for damaged or incorrect goods
• Within 24 hours if damage occurred during shipping (to comply with postal terms)

If your claim is accepted, we’ll arrange recovery of the goods and issue an exchange or full refund.

Return Address

GRASSMEN
Unit 1, 82 Loughmagarry Road
Ballymena
BT43 6TP

If you don’t use our returns portal, please ensure your parcel is tracked, as we cannot take responsibility for untracked returns.

Non-Returnable Items

• Personalised or made-to-order goods
• Digital products

Contact Us

📧 info@grassmen.com
📞 (028) 2565 3223