Returns & Refunds Policy
Last updated: 13 May 2026
We want you to be happy with your GrateMate purchase. If you need to return an item, please read the policy below and contact us before sending anything back.
1. Your right to cancel
If you bought from us online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. After telling us you wish to cancel, you then have a further 14 days to return the goods to us. This reflects UK distance-selling rules for online purchases.
To cancel or request a return, please email:
Please include your name, order number, the item you wish to return, and the reason for return if you are happy to provide one.
2. Condition of returned items
Returned items should be unused, clean, and in a resalable condition, with any original packaging where possible.
You may inspect the item as you would in a shop, but we may reduce the refund if the item has been used, damaged, or handled more than necessary.
Because GrateMate plates are handmade and hand-painted, small variations in colour, pattern, and finish are normal and are not considered faults. Your website already explains that each GrateMate may vary because of the handmade nature of the product.
3. Return postage
Unless the item is faulty, damaged, or incorrect, the customer is responsible for the cost of returning the item.
Please package returned items carefully, especially ceramic plates, as we cannot refund items that are damaged in return transit due to poor packaging. We recommend using a tracked or proof-of-postage service.
4. Faulty, damaged, or incorrect items
If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible at:
Please include your order number and, where possible, photographs of the issue.
If an item is faulty, not as described, or does not do what it is supposed to do, customers are entitled to a refund, repair, or replacement in line with UK consumer law.
If a ceramic plate becomes chipped or cracked after use, please stop using it for food preparation.
5. Refunds
Once we receive your returned item, or receive proof that you have posted it back, we will process your refund within 14 days. Refunds will be made to the original payment method where possible.
For cancelled online orders, we will refund the item price and any standard delivery charge paid. As GrateMate currently offers free UK delivery on the main plate sets, there may be no delivery charge to refund.
6. Items that cannot be returned
We cannot usually accept returns for items that have been used for food preparation unless they are faulty.
We also cannot accept returns for any personalised or custom-made items unless they are faulty. UK guidance recognises personalised or custom-made goods as an exception to the usual online cooling-off rules.
7. How to return an item
Please email us first at:
We will then provide the correct return instructions.
Returns should be sent to:
[Insert your returns postal address here]
Please do not send returns without contacting us first, as this may delay your refund.
8. Contact
For any returns, refunds, or product issues, please contact:
GrateMate
Email: info@gratemate.co.uk
Phone: 07973 198980