Return/Refund Policy

Return & Refund Policy

Agreement to Policy

By placing an order, submitting payment, approving a design, paying a deposit, or otherwise engaging Grasso Giocattoli for products or services, the customer acknowledges that they have read, understood, and agreed to the terms outlined in this Return & Refund Policy.

Customers further acknowledge that many Grasso Giocattoli products are custom-made, personalized, manufactured to order, or created to customer specifications. As such, additional restrictions regarding cancellations, returns, exchanges, refunds, deposits, design fees, and project approvals apply.

Failure to review this policy prior to purchase does not waive or invalidate any portion of these terms.

Returns, Exchanges, and Refunds

Because most Grasso Giocattoli products are custom-made, personalized, manufactured to order, or created to customer specifications, all sales are final.

We do not accept returns, exchanges, refunds, or cancellations for custom orders once payment has been received and work has begun.

Customers are responsible for reviewing all names, dates, spellings, dimensions, artwork, logos, designs, and personalization details before approving production.

Deposits, Design Fees, and Project Reservations

Certain custom projects, personalized products, prototypes, specialty orders, bulk orders, CAD design services, and manufacturing projects may require a deposit before work begins.

Non-Refundable Deposits

All deposits are non-refundable.

By paying a deposit, the customer acknowledges and agrees that Grasso Giocattoli immediately commits business resources to the project, including but not limited to:

Production scheduling
Design and consultation time
CAD modeling and engineering work
Artwork preparation
Material sourcing and procurement
Machine setup and programming
Reservation of manufacturing capacity
Administrative and project management time

As a result, deposits are earned upon receipt and will not be refunded under any circumstances including, but not limited to:

Customer cancellation
Change of mind
Budget changes
Failure to respond to communications
Failure to provide required information, artwork, measurements, approvals, or specifications
Project delays caused by the customer
Project abandonment
Dissatisfaction with a design concept prior to completion
Production not yet having started

The customer understands that Grasso Giocattoli may incur costs and dedicate labor immediately upon accepting a project, regardless of whether physical manufacturing has begun.

Design, Setup, and Engineering Fees

All design fees, consultation fees, setup fees, CAD modeling fees, engineering fees, artwork preparation fees, and customization charges are non-refundable once work has commenced.

All work product, including designs, CAD files, artwork, prototypes, renderings, production files, machine programming, and manufacturing processes, remains the intellectual property of Grasso Giocattoli unless otherwise agreed to in writing.

Project Cancellation

If a customer cancels a project after a deposit has been paid, any work completed, materials ordered, or costs incurred may be billed in addition to the forfeiture of the deposit.

Custom Products and Made-to-Order Items

Custom products, personalized products, prototypes, and made-to-order items are manufactured specifically for the customer based on the customer's unique specifications, designs, approvals, and requests.

Because these items are custom-created and often cannot be resold, repurposed, or returned to inventory, all sales of custom, personalized, prototype, and made-to-order products are final.

Customers acknowledge that custom products may have little or no resale value to Grasso Giocattoli once production, design work, material procurement, or project preparation has begun.

For this reason, Grasso Giocattoli does not offer refunds, returns, exchanges, credits, or cancellations on custom products except in cases of verified manufacturing defects as outlined elsewhere in this policy.

Any errors approved by the customer prior to production shall not qualify for a refund, replacement, or return.

Damaged or Defective Items

We stand behind the quality of our workmanship and products.

If your order arrives damaged during shipping or contains a manufacturing defect, please contact us within seven (7) days of delivery and provide photographs of:

The product
The packaging
The shipping label
The defect or damage

Upon review, Grasso Giocattoli may, at its sole discretion:

Repair the item
Replace the item
Issue store credit
Issue a refund

What Is Covered

Examples of covered issues may include:

Incorrect engraving caused by our error
Manufacturing defects
Material defects present before shipment
Damage caused during shipping
Defects that substantially affect the intended use of the product

What Is Not Covered

Our warranty and replacement policy does not cover:

Customer-approved spelling or design errors
Normal wear and tear
Scratches, chips, or breakage after delivery
Damage caused by dropping, impact, misuse, abuse, or negligence
Improper cleaning or maintenance
Exposure to excessive moisture, water, heat, chemicals, or weather
Damage caused by improper storage
Intentional damage
Customer modifications or alterations after delivery
Variations in natural materials

Because many of our products utilize natural materials such as slate, wood, leather, and stone, variations in color, texture, grain, edge characteristics, and engraving appearance are normal and are not considered defects.

Lost, Stolen, or Delivered Packages

Once a package has been marked as delivered by the shipping carrier, Grasso Giocattoli is not responsible for lost, stolen, delayed, or misdelivered packages.

Customers are responsible for providing accurate shipping information and securing delivery locations.

Chargebacks and Payment Disputes

Customers agree to contact Grasso Giocattoli directly to attempt resolution before initiating a chargeback or payment dispute.

Submission of payment, deposits, approvals, invoices, or purchase orders constitutes acceptance of this policy.

Grasso Giocattoli reserves the right to provide invoices, communications, proofs, approvals, production records, shipping records, and policy acknowledgments to financial institutions or payment processors when responding to disputes.

Limitation of Liability

To the fullest extent permitted by law, Grasso Giocattoli's liability shall be limited to the purchase price paid for the product or service in question.

Grasso Giocattoli shall not be liable for indirect, incidental, consequential, special, punitive, or exemplary damages, including but not limited to lost profits, lost business opportunities, emotional distress, property damage, or other losses arising from the use, misuse, inability to use, or performance of any product or service.

The customer's sole remedy for any verified claim shall be repair, replacement, store credit, or refund at the sole discretion of Grasso Giocattoli.