Graf Lantz Refund Policy

Last updated: Oct 9, 2026

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with any tags attached, and in its original packaging. You'll also need the receipt or proof of purchase.

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Enter your order number and the email address used for your purchase to begin. If your return is accepted, you'll receive a prepaid return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

For returns that are not due to our error, the cost of the return shipping label will be [deducted from your refund / covered by Graf Lantz]. If your item arrived defective or damaged, or we sent you the wrong item, return shipping is always free.

You can always contact us with any return questions at contact@graflantz.com.

Damages and Issues

Please inspect your order upon receipt. If an item is defective, or we sent you the wrong item, contact us as soon as possible at contact@graflantz.com so that we can make it right. Including photos of the item and packaging helps us resolve the issue faster.

Packages that are lost, stolen, or damaged during shipping are handled as described under Package Protection below.

Package Protection

At checkout, you can choose to add optional package protection, provided through our partner Redo. Package protection covers your order if it is lost, stolen, or damaged during shipping. It is not required to purchase from us.

If you purchased package protection, you can file a claim through the returns and claims portal on our website using your order number and the email address used for your purchase. Claims for damaged items must include photos and be filed within 14 days of delivery. Claims for lost or stolen packages must be filed within 30 days of the delivery date or the last tracking update. If your claim is approved, we will send you a replacement of the same item at no cost or, if that item is unavailable, issue a refund.

The package protection fee is non-refundable once your order has shipped. Package protection does not cover orders shipped to an incorrect or incomplete address entered at checkout.

If you did not purchase package protection and your package is lost, stolen, or damaged during shipping, please contact us at contact@graflantz.com and we will help you file a claim with the shipping carrier.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including custom or personalized products and items marked "Final Sale" at the time of purchase. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards. Gift cards are not redeemable for cash, except where required by law.

These exceptions do not apply to items that arrive defective or damaged, or to the wrong item being sent.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union and United Kingdom: 14-Day Right of Withdrawal

Notwithstanding the above, if your order is shipped to the European Union or the United Kingdom, you have the right to cancel your order within 14 days of receiving your item, for any reason and without justification. This right also applies to sale items, but not to custom or personalized products.

For orders shipped to the European Union or the United Kingdom, we remain responsible for your order until it is delivered to you. Packages lost or damaged during shipping will be replaced or refunded whether or not you purchased package protection.

To cancel, let us know at contact@graflantz.com within that 14-day period, then send the item back within 14 days of telling us. Unless your item arrived defective or damaged, or we sent the wrong item, you are responsible for the cost of returning it.

You may handle the item as needed to check its nature, characteristics and functioning, as you would in a store. If the item has lost value because it was handled beyond that, we may reduce your refund by that amount.

We will refund all payments received for the order, including standard delivery charges, within 14 days of receiving your notice of cancellation. We may withhold the refund until we have received the item back or you have provided proof that you have sent it, whichever comes first. Refunds will be made to your original payment method.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Original shipping charges are non-refundable, except where your item arrived defective or damaged, we sent the wrong item, or the law requires otherwise.

If more than 15 business days have passed since we approved your return, please contact us at contact@graflantz.com.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

Office hours: Monday through Friday 10 AM - 5 PM PST
Telephone: + 213-460-5766
For general inquiries: info@graflantz.com
For wholesale inquires: sales@graflantz.com
For press inquires: press@graflantz.com