RETURNS AND EXCHANGES

At Gripsili, we strive for 100% satisfaction and take pride in the quality of our tailored silicone anti-slip mats. As all our items are made-to-order at our manufacturing facility, please review our policy carefully.

1. Order Cancellation
We understand that plans can change. Orders can be cancelled unconditionally and free of charge if the request is received within 24 hours of placement, before the bespoke production process begins. Once this 24-hour window has passed or the item has been dispatched, cancellations are no longer accepted.

2. Made-to-Order Goods (No “Change of Mind” Returns)
Because every Gripsili product is custom-manufactured to your specific order, we do not hold standard inventory. In accordance with the EU Consumer Rights Directive regarding personalized goods, we cannot accept returns or offer refunds for “change of mind,” incorrect size ordering, or personal preference once production has commenced.

3. Damaged, Defective, or Incorrect Items
Your peace of mind is our priority. If your product arrives damaged during transit, has a manufacturing defect, or if we made an error in production, we take full responsibility.

Timeframe: Please contact us at crossborder.customers@gripsili.com within 48 hours of delivery.

Evidence: Provide your order number and clear photographic evidence of the issue.

Resolution: Upon verification, we will promptly issue a full refund to your original payment method or dispatch a free replacement. You will not be required to ship the defective item back to our facility.

4. Return Process (By Authorization Only)
In the rare event that our support team requires an item to be physically inspected:

We will provide you with a Return Merchandise Authorization (RMA) number.

Items must be sent to our fulfillment center: Montañas Franklin 1601, Las Montañas, 32590 Juárez, Chih., Mexico.

We do not accept unauthorized returns. Any packages sent without an RMA will be rejected.

5. Refund Processing Time
Approved refunds are processed immediately on our end. However, please allow 5–7 business days for the funds to fully reflect in your original payment method, depending on your bank or credit card issuer.