RETURNS, REFUNDS, EXCHANGES & CANCELLATIONS

U.S. — Texas

Effective date: July 12, 2026

We want you to be confident in your purchase. Please review this policy before placing an order or sending any item back.

This policy applies to eligible purchases made directly from Grandeur USA on or after the effective date shown above. Orders placed before this date remain subject to the policy in effect when the order was placed.

Order Cancellations

Cancellation rules apply only to eligible, unfulfilled items.

15-Minute Cancellation Window

You may submit a cancellation request within 15 minutes after placing your order, provided the applicable item has not already been fulfilled or shipped.

Cancellation requests may be submitted through your customer account, when that option is available, or by emailing info@grandeur-usa.com.

Your request must include:

• Your order number

• The name and email address used for the order

• The item or items you want to cancel

The time the request is submitted determines whether it falls within the 15-minute cancellation window. Grandeur USA’s response may be sent after the window has ended.

Submitting a cancellation request does not automatically cancel the order. A cancellation is effective only after Grandeur USA sends written confirmation that the cancellation has been approved.

Once an item has been fulfilled, shipped, or transferred to a carrier, it cannot be canceled under this policy. After the 15-minute cancellation window has passed, an order cannot be canceled because of a change of mind, even if the order has not yet shipped. After delivery, the customer may request a return only if the item qualifies under the return terms below.

Items Not Eligible for Voluntary Cancellation

The following items are not eligible for voluntary cancellation unless otherwise stated in writing by Grandeur USA:

• Customized or personalized products

• Made-to-order products

• Gift cards

• Discounted or sale items marked as final sale

• Pre-orders

• Any other item clearly identified as final sale or non-cancellable before purchase

Nothing in this section limits a cancellation or refund right required by applicable law.

Approved Cancellation Refunds

When a cancellation is approved before fulfillment, the amount paid for the canceled item will be refunded to the original payment method. A restocking fee will not be charged on an approved pre-fulfillment cancellation.

We will initiate the refund promptly after approving the cancellation. Banks, card issuers, and payment providers control how long the refund takes to appear in your account.

If Grandeur USA cancels an item because it is unavailable or cannot be fulfilled, the amount paid for that item will be refunded to the original payment method.

Returns

14-Day Return Window

You must submit your return request within 14 calendar days after delivery, beginning when the carrier’s tracking information shows that the item was delivered.

Weekends and holidays are included in the 14-day period and do not extend the return deadline.

For orders delivered in separate packages, the return window is calculated separately for each item based on the delivery date shown by the carrier.

After the 14-day return window has ended, we are unable to accept a return or exchange unless required by applicable law.

Submitting a return request within the return window does not guarantee approval. The item must satisfy all eligibility requirements below.

Return Eligibility Requirements

To qualify for a return, the item must:

• Be unused, unworn, unaltered, and undamaged

• Show no signs of wear, use, installation, sizing, modification, or removal of required protective materials

• Include all original packaging, boxes, cases, accessories, manuals, certificates, tags, labels, and protective films

• Be returned in the same condition in which it was received

• Be accompanied by a valid order number or other acceptable proof of purchase

• Have an approved Return Merchandise Authorization, or RMA, issued before shipment

• Be shipped in accordance with the deadline and instructions included with the RMA

We reserve the right to deny a return if an item is used, worn, damaged, altered, incomplete, improperly packaged, or otherwise fails to meet this policy.

An RMA authorizes you to send the item to us for inspection. It does not guarantee that the return or refund will be approved.

Final-Sale Items

The following items are final sale and are not eligible for voluntary return, refund, or exchange:

• Customized or personalized products

• Made-to-order products

• Gift cards

• Discounted or sale items

• Pre-orders

• Items specifically marked “Final Sale,” “Non-Returnable,” or similar wording before purchase

These restrictions do not apply when a return, refund, replacement, or other remedy is required by applicable law or when Grandeur USA confirms that the wrong item was sent or that the item was defective or damaged on arrival.

Pre-Orders

Pre-orders are final sale and are non-returnable, non-exchangeable, and non-refundable for change-of-mind reasons, production updates, or changes to estimated availability.

Pre-orders are also not eligible for voluntary cancellation after the order is placed unless Grandeur USA expressly approves the cancellation in writing.

Nothing in this section limits any right to cancel or receive a refund that applies under applicable law, including rights that may arise if Grandeur USA cannot ship an order within the promised or legally permitted time. If Grandeur USA cancels a pre-order, the amount paid for the canceled item will be refunded to the original payment method.

How to Start a Return

A Return Merchandise Authorization is required before sending an item back.

To request a return:

1. Email info@grandeur-usa.com within the applicable 14-day return window.

2. Include your order number, the item you want to return, and the reason for the return.

3. Include clear photographs when the item is defective, damaged, incorrect, or when photographs are otherwise requested.

4. Wait for Grandeur USA to review the request.

5. If the return qualifies, we will provide an RMA number and return instructions.

6. Package and ship the item according to the RMA instructions and within any deadline stated in those instructions.

Do not ship an item until you have received an RMA.

Returns sent without an RMA, sent after the required deadline, sent to an incorrect address, or failing the eligibility requirements may be refused or returned to the sender at the customer’s expense.

The RMA number should be clearly included with the returned package as directed in the return instructions.

15% Restocking Fee

Approved voluntary returns are subject to a 15% restocking fee.

The fee is calculated as 15% of the price actually paid for the returned merchandise after discounts and before sales tax, original shipping, shipping insurance, import charges, or customs charges.

The restocking fee will be deducted from the approved refund.

The restocking fee also applies to voluntary exchanges because the original item must be returned and inspected before the exchange can be completed.

The restocking fee does not make an otherwise ineligible or final-sale item returnable.

The restocking fee will not apply when Grandeur USA confirms that:

• The item was defective on arrival

• The item was damaged on arrival

• Grandeur USA sent the wrong item

• Grandeur USA approved cancellation before fulfillment

• Waiving the fee is required by applicable law

Any applicable sales-tax adjustment will be handled as required by law.

Return and Exchange Shipping

For voluntary returns and exchanges, the customer is responsible for arranging and paying for return shipping.

We strongly recommend:

• Using a trackable carrier, such as UPS, DHL Express, or FedEx

• Purchasing shipping insurance for the full value of the item

• Keeping the tracking number and shipping receipt until the return is completed

• Using appropriate protective packaging

For customer-arranged return shipments, the customer bears the risk of loss or damage until the package is received by Grandeur USA. Grandeur USA is not responsible for a return package that is lost, stolen, misdirected, or damaged while in transit to us.

Shipping charges, insurance charges, customs duties, import fees, brokerage fees, and other third-party charges associated with a voluntary return are the customer’s responsibility and are not refundable.

Do not send a package using cash on delivery, freight collect, or any other service that requires Grandeur USA to pay an unapproved amount upon delivery. Such packages may be refused.

Inspection and Refund Approval

After the return is received, we will inspect the item and verify that it meets the requirements of this policy.

We will email you after inspection to confirm whether the return has been approved or denied.

Inspection may include reviewing:

• The item’s physical condition

• Packaging and accessories

• Tags, labels, and protective films

• Serial numbers or other product identifiers

• Signs of wear, use, alteration, or damage

• Whether the correct item was returned

• Whether all RMA instructions were followed

Grandeur USA may deny a refund if the item does not satisfy the return eligibility requirements or if a different item is returned.

Refunds

When a return is approved, the refund will be issued to the original payment method.

Unless a shorter period is required by law, Grandeur USA will initiate the approved refund no later than 30 calendar days after return approval.

The refund amount may include:

• The eligible merchandise amount

• Any applicable sales-tax adjustment required by law

The refund amount will be reduced by:

• The applicable 15% restocking fee

• Any other non-refundable amount disclosed in this policy

Original shipping charges, shipping insurance, expedited shipping charges, customs duties, import charges, brokerage fees, and similar third-party charges are non-refundable, except when the refund results from a confirmed error by Grandeur USA or when reimbursement is required by law.

Once Grandeur USA submits the refund, your bank, card issuer, or payment provider controls the posting time. The refund may not appear immediately.

If a Return Is Denied

If a returned item is not approved, we will notify you.

The item may be sent back to you at your expense. You will be responsible for paying the shipping, insurance, and any other charges required to return the item to you.

No refund will be issued for a denied return.

If You Have Not Received Your Refund

Please complete the following steps:

1. Review your bank or payment-account statement.

2. Contact your credit or debit card issuer.

3. Contact your bank or payment provider.

4. Allow any applicable processing and posting time.

If the refund still does not appear, email info@grandeur-usa.com and include your order number.

Exchanges

Exchanges may be requested in the following circumstances:

• The item was defective or damaged on arrival, and Grandeur USA was notified within seven calendar days after delivery with the required photographs; or

• The item is unused, unworn, undamaged, and otherwise eligible for return, and the exchange request is submitted within the 14-day return window

All exchanges require prior approval and an RMA.

Voluntary Exchanges

Voluntary exchanges are subject to:

• The same eligibility requirements as returns

• The 15% restocking fee

• Product availability

• Customer-paid return shipping

• Any applicable shipping charge for the replacement item

An exchange may be requested for another product with the same or a lower listed price.

The 15% restocking fee reduces the credit available from the returned item. If the exchange creates a balance due because of the restocking fee, replacement shipping, or another approved charge, that balance must be paid before the replacement item is shipped.

If a credit remains after the replacement item and applicable charges are processed, the eligible remaining amount will be refunded to the original payment method.

To obtain a higher-priced product, return the original item for a refund, if eligible, and place a new order for the higher-priced item.

Exchange items are subject to availability and are not reserved until the return is approved and processed.

Items Not Eligible for Exchange

The following items cannot be exchanged:

• Customized or personalized products

• Made-to-order products

• Gift cards

• Discounted or sale items

• Pre-orders

• Any item marked final sale or non-returnable

• Items that fail the return eligibility requirements

Defective, Damaged, or Incorrect Items

Please inspect your order promptly after delivery.

If an item is defective, damaged on arrival, or different from the item you ordered, contact us within seven calendar days after delivery at info@grandeur-usa.com.

Include:

• Your order number

• A description of the problem

• Clear photographs of the item

• Photographs of the shipping box and packaging

• Photographs of any visible shipping damage

• Any additional information reasonably requested by Grandeur USA

Please keep the item and all original packaging while we review the claim.

After confirming the issue, Grandeur USA will provide an appropriate remedy. Depending on the circumstances, the remedy may include:

• A prepaid return label

• A replacement

• A refund

We may require the original item to be returned before sending a replacement or issuing a refund.

A confirmed defective, damaged, or incorrect item will not be subject to the 15% restocking fee. Grandeur USA will also cover reasonable return shipping when we require the item to be returned using a shipping method approved by us.

The seven-day notification requirement helps us investigate product and carrier claims promptly. It does not limit any non-waivable warranty or consumer right available under applicable law.

Where to Send Approved Returns

Send only approved returns with a valid RMA to:

GRANDEUR USA
5680 Highway 6, Suite 320
Missouri City, Texas 77459
United States

Do not send an item to this address before receiving an RMA and return instructions.

Grandeur USA is not responsible for items sent to an incorrect address or sent without prior authorization.

Purchases From Third-Party Retailers

This policy applies only to purchases made directly from Grandeur USA.

Items purchased from a dealer, marketplace, reseller, distributor, or other third-party retailer are subject to that seller’s return, refund, exchange, and cancellation policies. Contact the original seller for assistance with those purchases.

Applicable Consumer Rights

Nothing in this policy excludes, restricts, or limits any warranty, refund, cancellation, or other consumer right that cannot legally be waived under applicable federal, state, or local law.

If a provision of this policy conflicts with a non-waivable legal requirement, the legal requirement will control, and the remaining provisions of this policy will continue to apply.

Policy Updates

Grandeur USA may update this policy from time to time.

An updated return or cancellation rule applies only to items purchased on or after the effective date of the updated policy. Orders placed before an update remain subject to the policy in effect when the order was placed, unless applicable law requires otherwise.

Contact Us

For questions about returns, refunds, exchanges, cancellations, or an existing order, contact:

Grandeur USA
Email: info@grandeur-usa.com