- Delayed Order
If your order experiences a delay, we will initiate a partial refund to cover the price difference between the selected answer time and a 24-hour answer time for the same brand. In the unlikely event that you have purchased a 24-hour authentication and your order still encounters a delay, we will issue a 50% refund to your original payment method for the delayed authentication.
- Authentication Mistake
If you suspect that the outcome you received is a mistake, please promptly report it to our support team. We will conduct an internal investigation to confirm the mistake. Once confirmed, you will receive a 100% refund for your authentication order, as well as an equivalent amount in credits for future authentications with us. For more information, please refer to our article on how we handle mistakes.
- Incomplete Order
In certain cases, particularly for rare, vintage, or limited edition items deemed high-risk by our team, our authenticators may close the authentication order without providing an outcome. In such situations, you will receive a 100% refund credited to your LegitGrails account, which can be utilized for authenticating other items or availing other LegitGrails services.
Contacting Our Support Team
Our empathetic support team is trained to address each case individually, ensuring an optimal experience for all our clients.
Please don't hesitate to contact us and provide a detailed explanation of your situation. We are always here to assist you!