Returns & Refunds Policy

At Grimmsbrook, we strive to provide an exceptional experience with every Order. We understand that sometimes plans change, and we aim to make our policies as clear as possible for you.

Cancellation Policy:

Grimmsbrook’s cookies are crafted to order and are perishable. For this reason, all orders are considered final once placed. We are unable to accept cancellations, returns, or refunds for change of mind or scheduling preferences.

When you pre-order, you reserve a place in our baking schedule and secure ingredients and production time exclusively for your order.

However, if there is an issue with your order—such as damage, defects, incorrect items, or a significant delay—please reach out to us within 24 hours of delivery. We’re committed to making things right through a replacement or an appropriate resolution. In rare and exceptional circumstances, Grimmsbrook may, at our discretion, offer store credit or other accommodations.

Refund Policy:

Due to the perishable nature of our Goods, we do not accept returns or offer refunds for perishable Goods.

For non-perishable Goods, customers may request a refund within 14 days of receiving their Order (or within 14 days of delivery to a third-party recipient). To be eligible, the item must be returned in its original, unopened condition.

To initiate a refund or return, kindly inform us within the 14-day window by sending a clear statement to:

•Email: support@grimmsbrook.com

•Contact Form: Visit our contact page

Refunds will be processed within 14 days from the date we receive the returned items or from the date you provide proof of return.
Refunds will be made using the same payment method you used for your purchase, and you will not incur any additional fees for the refund.

In order for the Goods to be eligible for a return or a refund, please make sure that:

• The Goods were purchased within the last 14 days.
• The Goods are in the original, unopened packaging.
• The Goods were not used or damaged.
• You have the receipt or proof of purchase.

The following Goods cannot be returned or refunded:

• The supply of Goods made to Your specifications or clearly personalized.
• The supply of Goods which according to their nature are not suitable
  to be returned, deteriorate rapidly or where the date of expiry is
  over.
• The supply of Goods which are not suitable for return due to health
  protection or hygiene reasons and were unsealed after delivery.
• The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.
• The supply of Goods returned due to personal taste preference.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

We take great pride in crafting each of our cookies with love and care. However, because taste is subjective, we do not offer refunds or exchanges based on personal flavor preferences. Please review the product descriptions and ingredient lists carefully before purchasing to ensure they meet your expectations.

If there is an issue with your Order, such as damaged Goods or an incorrect item, please reach out to us within 14 days, and we’ll be
happy to assist you.

Grimmsbrook is committed to delivering every order in excellent condition. If your Order arrives damaged, we will work with you to make it right.

Perishable Goods (Food Items): 


Due to the perishable nature of our products, we do not accept returns. However, if your Order arrives damaged, we may offer a replacement or refund at our discretion under the following conditions:

• The package must remain unopened

• Clear photo evidence of the damaged packaging and contents must be provided

• All original packaging materials must be retained until the claim is reviewed
  

Non-Perishable Goods (Merchandise):


If non-perishable Goods (such as mugs, apparel, or books) arrive damaged, you may be eligible for a replacement or refund. Photo evidence of the damage and packaging will be required.

Please contact us at support@grimmsbrook.com within 48 hours after delivery with the required documentation. Once received, we will review your claim and provide next steps.

While Grimmsbrook is not liable for damage caused during transit, we will assist you in resolving the issue. We also recommend contacting the shipping carrier directly to file a claim when applicable.

Due to the perishable nature of our food products, we do not offer returns, refunds, or exchanges on these items.

For non-perishable goods (such as merchandise including mugs, apparel, books, and other retail items), returns, refunds, and exchanges are accepted in accordance with the policy below.

You are responsible for the cost and risk of returning eligible Goods to Us. You should send the Goods to the following address:

14007 South Bell Rd #135, Homer Glen, IL 60491

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, we recommend using an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

Due to the perishable nature of our food products, we do not offer exchanges on these items.

For non-perishable Goods (such as merchandise including mugs, apparel, books, and all other retail items), exchanges are only available for items that arrive defective or damaged.

To request an exchange, please contact us at support@grimmsbrook.com within 48 hours of confirmed delivery with photo evidence of the defect or damage. All items must be unused and in their original condition and packaging.

Once your request is reviewed and approved, we will provide further instructions for completing the exchange.

If the Goods were marked as a gift when purchased and then shipped directly to you, You'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be emailed to You.

If the Goods weren't marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.