Complaints policy

If something you bought from us is faulty or broke during normal use, you can make a claim. You can claim any defect that appears within two years of the day you received the goods.

If the item is fine and you simply changed your mind or picked the wrong size, that is not a claim — see Returns.

These rules apply as a minimum. Mandatory consumer rights in your own country of residence are not affected by anything on this page.

What you can ask for

Where the goods have a defect, you can ask us to remove it. The choice is yours:

• delivery of a new item without the defect, or
• repair of the item.

We can refuse the option you picked only if it is impossible, or disproportionately expensive compared with the other one — judged by how serious the defect is and what the goods would be worth without it.

You can ask for a reasonable discount, or withdraw from the contract altogether, if:

• we refuse to remove the defect, or do not remove it in reasonable time without significant inconvenience to you,
• the defect appears again after being dealt with,
• the defect is a substantial breach of the contract, or
• it is clear from what we say or from the circumstances that we will not remove it in reasonable time.

You cannot withdraw from the contract if the defect is insignificant.

What is covered, and what is not

We are liable for the goods being free of defects when you receive them. The goods must match the description, kind, quantity, quality and functionality we agreed; be fit for the purpose goods of that kind are normally used for; arrive with the accessories, packaging and instructions you can reasonably expect; and match the quality of any sample or model we showed you.

If a defect appears within one year of receipt, it is assumed the goods were already defective when you received them.

These are not claims:

• normal wear and tear, and changes caused by use, incorrect use, or insufficient or unsuitable care
• damage you caused yourself
• a defect you knew about before buying, or one you were given a discount for
• the wrong size, colour or model — that is not a defect, see Returns

Outdoor gear has a working life, and that is not the same thing as the claim period. Kit used hard and often wears out faster than kit used a few weekends a year. Following the care instructions on the product and in our guides is what keeps the two apart.

Guarantees

Some of the brands we sell offer a guarantee of their own — Darn Tough's lifetime guarantee on their merino socks, for example. These guarantees are in addition to your statutory rights, never a replacement for them, and they do not shorten the two-year period above.

Where the product, its packaging, the instructions or our own advertising state a period for which the goods can be used, that statement works as a guarantee of quality and we are bound by it.

You do not need to contact the manufacturer. Write to us at info@gramino.com the same way as for any other claim and we take it from there. If a service centre closer to you is designated for repairs of a particular product, you can also raise the defect there — ask us and we will tell you whether one exists for your product.

This complaints policy applies to consumers buying at gramino.com and forms part of our Terms & conditions. If you made a purchase as a business, Article 11 of the Terms & conditions applies instead.

Effective from 11 September 2026.