Refund policy

Last updated: 24 August 2026

Core Grid Gear is preparing to launch and is not currently accepting or fulfilling orders. The store is publicly viewable while we finish setting up. Details that depend on our final trading arrangements — including delivery costs, delivery times, available payment methods and our full registered business details — will be confirmed and published on this page before we begin selling.

This policy explains your right to change your mind, how to return an item, and how refunds work. It applies alongside your statutory rights under the Kosovo Law No. 06/L-034 on Consumer Protection — nothing here reduces those rights.

1. Your right of withdrawal

If you are a consumer buying at a distance, you may withdraw from your purchase within 14 days without giving any reason and without penalty.

2. When the 14 days start

For goods, the withdrawal period starts on the day you — or a person you nominate, other than the carrier — take physical possession of the goods.

Multiple items in one order, delivered separately: the period starts when you receive the last item.
An item delivered in several parts: the period starts when you receive the last part.

To meet the deadline it is enough that you send your withdrawal notice before the 14 days expire.

3. How to exercise the right

Tell us clearly that you are withdrawing. The simplest way is to email info@coreframestudio.com with:

your order number;
the item or items concerned;
your name and the address used for the order;
a sentence stating that you are withdrawing from the purchase.

You may use any clear statement — a specific form is not required. We will confirm receipt by email and send return instructions.

4. Return procedure

Email us as above and wait for our confirmation and return instructions.
Pack the item securely, ideally in its original packaging.
Include the order number inside the parcel so we can identify it.
Send it to the return address we give you in that email.
Keep your proof of postage until the refund is completed.

Send the goods back without undue delay and in any case within 14 days of telling us you are withdrawing.

5. Condition of returned goods

You may handle and inspect the goods as you reasonably would in a shop to check their nature, characteristics and function.

You may be liable for any reduction in the value of the goods resulting from handling beyond that. In practice: unpacking, looking at an item and trying it briefly is fine; using it for a prolonged period, damaging it, or discarding essential packaging may reduce the refund.

6. Who pays return shipping

Change of mind (withdrawal): you pay the cost of returning the goods, unless we have agreed otherwise or failed to inform you of this. We will always tell you who bears the cost when we send your return instructions.
Faulty, damaged or incorrect item: we pay. You are never charged return shipping when the fault is ours.

7. Refunds

Once we receive the returned goods — or proof that you have sent them, whichever is earlier — we refund all payments received from you, including the standard outbound delivery cost.

If you chose a more expensive delivery option than our standard one, we refund the standard cost rather than the premium.

Method: refunds go to the original payment method, unless we expressly agree otherwise with you. You are not charged a fee for the refund.
Timing: we process refunds without undue delay and in any case within 14 days of the date we are satisfied the withdrawal is valid. Your bank or card issuer may take additional days to show the money.

8. Faulty, damaged or incorrect items

This is separate from withdrawal and is not limited to 14 days.

If an item is defective, was damaged in transit, or is not what you ordered, you are entitled to a remedy under the Kosovo Law No. 06/L-034 on Consumer Protection — normally repair, replacement, a proportionate price reduction, or a refund, depending on the circumstances.

Contact us at info@coreframestudio.com with your order number and photographs of the problem and the packaging. We will arrange the remedy and cover return shipping.

9. Missing items

If part of your order is missing, contact us with your order number and tell us what did arrive. We will trace the shipment and either send the missing item or refund it.

10. When the statutory withdrawal right may not apply

Kosovo consumer law provides a limited set of exceptions to the 14-day withdrawal right for distance contracts. These typically concern categories such as goods made to a consumer's specification or clearly personalised, goods that deteriorate rapidly, and sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.

We will only rely on an exception where it genuinely applies to the product you bought, and we will say so clearly on the product page before you order. Standard stocked goods are not subject to these exceptions.

11. Quick summary of the return process

Email info@coreframestudio.com within 14 days of receiving your order.
We confirm and send return instructions and the return address.
You send the item back within 14 days of that notice.
We refund to your original payment method within 14 days of receiving the goods or your proof of postage.