Refund policy
This Policy was last updated on: December 22, 2025
1. Introduction
This Refund Policy explains how refunds work for all digital services provided by LegitGrails OÜ, including authentication services, courses, written statements, and other add-ons. Because our service is digital and based on expert work that cannot be reversed once it begins, refunds operate differently than for physical goods. By placing an order with us, you acknowledge and agree to the terms set out in this Policy and in our Terms of Service.
2. General Principles
LegitGrails provides a digital authentication service in which our specialists review the photos and information you submit and issue a professional opinion about the authenticity of your item. Once our experts begin reviewing your submission, the service is considered “performed,” meaning it cannot be undone or returned. For this reason, traditional refunds do not apply in most circumstances.
You are responsible for ensuring that the email address you provide is correct, accessible, and able to receive emails. Delivery of your authentication result or certificate is considered complete once the result is successfully sent from our system to the email address you provided, regardless of whether you open, receive, or read the email. This standard reflects the digital nature of the service and is consistent with international consumer-law practices for digital content.
We issue refunds in two ways: LegitGrails Credits (our default method) or, in limited situations, a refund to your original payment method. Taxes and payment-processor fees (including Stripe and Shopify commissions) are not refundable. If you have concerns about card fees, exchange-rate charges, or similar issues, please contact your payment provider directly.
3. Situations Where Credits May Be Issued
LegitGrails Credits are the standard compensation method when an order cannot be completed. Credits allow you to use the value of your order toward future services and are applied directly to your LegitGrails account. If you completed your purchase without creating an account, you will need to register using the same email address used at checkout.
Credits may be issued when we are unable to complete an authentication for reasons such as unclear or insufficient photos, missing details, an unidentifiable model, or any situation in which our team cannot reasonably form a professional opinion based on the available information, provided that the user has complied with our submission guidelines.
Where a submission involves misuse of the service—such as submitting images that do not correspond to the item, utilising a mix of internet-sourced images in bad faith, reused or manipulated images, or any other content submitted in breach of our Terms of Service—the service is considered attempted and performed. In such cases, no refunds or credits will be issued, and we reserve the right to suspend or terminate the user’s account.
If you cancel your order before we begin reviewing your photos, the value of the order will also be returned in the form of credits. Our response times begin once we have all the information necessary to complete the review. If the timeline is extended because we request additional photos or clarification, that waiting period does not count toward the purchased response time.
If we exceed the purchased response timeframe for reasons solely attributable to LegitGrails (and not due to missing information, clarification requests, or user delays), you may request LegitGrails Credits calculated as follows: If the actual completion time exceeds the purchased timeframe and falls into the next higher turnaround tier, we will issue credits equal to the price difference between the purchased tier and the closest higher tier corresponding to the actual completion time. If the actual completion time exceeds our longest available turnaround option (currently 12 hours), we will issue credits equal to 50% of the price paid for the authentication service. Credits issued under this section are applied to your LegitGrails account and may be used for future services. Cash refunds are not available for turnaround-time adjustments.
If a user submits two or more orders for the same item using identical or substantially identical photos and information (for example, by placing duplicate orders by mistake), each order is treated as a separate and independent authentication request. Each request is reviewed by our specialists individually, and the service is considered fully performed for each order. For this reason, duplicate orders are not eligible for refunds or credits once review has begun, even if the submissions relate to the same item.
4. Refunds to the Original Payment Method
Refunds to the original payment method are only available in rare and strictly limited situations—specifically when the authentication result is proven to be incorrect or when we independently discover an error in the assessment.
If you believe our authentication was incorrect, you must provide evidence from at least two independent authentication providers, each issuing formal documentation that the item is authentic or counterfeit (depending on the dispute). Screenshots, emails, informal statements, or verbal comments are not accepted. The evidence must relate to the same item we reviewed, which must be confirmed through matching serial numbers or other identifiable details. Once this evidence is verified, we will issue a refund to your original payment method.
In the event that LegitGrails internally discovers an error in the authentication result, we will proactively issue a refund without requiring additional documentation from you.
Refunds to the original payment method are not available when the disagreement is based solely on a difference of opinion; when users do not provide the required evidence; when the photos submitted were incomplete, unclear, or otherwise insufficient; or when the user failed to follow the submission guidelines. Cash refunds are also not issued if the submitted images were reused, manipulated, or in violation of our Terms of Service.
5. Additional Services
Some users purchase add-on services, such as written statements or supporting documents. These additional services do not alter the refund rules described above. Add-ons are separate digital products, and their purchase does not entitle the user to a refund of the authentication result.
If the requested add-on cannot be delivered because the user does not provide the necessary information, or because the item cannot be verified, we may issue credits at our discretion. Cash refunds for add-ons are not available.
6. Technical Issues and Third-Party Charges
If a technical issue on our side prevents us from completing the authentication, we will either re-perform the service or provide credits for future use. This applies only to system issues caused by LegitGrails.
Payment-processing issues—such as card declines, double charges, exchange-rate differences, foreign transaction fees, or delayed settlements—are handled directly by Stripe, Shopify, or other relevant payment processors. Because these providers operate independently, we cannot refund taxes or third-party charges that they apply.
7. Requesting a Refund or Credits
If you wish to request a refund or credits, please contact our support team at support@legitgrails.com. Provide your order number, the email used at checkout, and a clear explanation of your request. If you are submitting evidence of an alleged authentication error, please include all documentation at the time of your request to avoid delays.
Our team will review your request in accordance with this Policy and our Terms of Service. You may be asked to provide additional information if clarification is needed.
8. Final Provisions
By purchasing and using LegitGrails services, you confirm that you have read and understood this Refund Policy and that you agree to the rules governing non-refundable digital authentication services. This Policy forms part of our Terms of Service, and both documents should be interpreted together.
If you have any questions or concerns, please contact us at support@legitgrails.com. We are committed to assisting you and ensuring that the refund process is handled transparently and fairly.