01 Eligibility for Return

A product may be considered eligible for return where applicable if:

• The product received is incorrect.
• The product is damaged at the time of delivery.
• The product is defective upon receipt.
• The delivered item is materially different from its listed description or specification.
• A return is otherwise permitted under the applicable product or seller policy.

Return eligibility may depend on the nature, category, condition and usage status of the product.

02 Requesting a Return

Customers should submit a return request within the applicable return period displayed for the product, order or store.

To review a request, we may require information such as:

• Order information
• Reason for the return
• Relevant product details
• Photos, videos or other supporting information where necessary

Submission of a return request does not automatically guarantee approval. Each request may be reviewed against the applicable return conditions.

03 Product Condition

Where applicable, products submitted for return should generally be:

• Unused or reasonably preserved
• In the condition in which they were received
• Returned with original packaging where available
• Complete with supplied accessories, manuals, tags, warranty cards and related items

Products that have been damaged, altered, misused, improperly handled or returned incomplete may not qualify for return.

04 Non-Returnable Products

Certain products may not be eligible for return due to hygiene, safety, customization, activation, perishability or other product-specific reasons.

Customers should review any product-specific return restrictions before completing a purchase.

05 Damaged, Defective or Incorrect Products

If an item arrives damaged, defective, incomplete or incorrect, customers should report the issue as soon as reasonably possible.

Photographs, videos, packaging details or other supporting evidence may be requested to verify the issue.

Depending on the circumstances and applicable terms, an eligible case may result in a return, replacement, repair, refund or another appropriate resolution.

06 Return Shipping & Collection

The return method may vary depending on the seller, delivery method, product and customer location.

Customers may be instructed to:

• Return the item through an authorized delivery partner
• Drop the item at a designated location
• Arrange an eligible collection
• Follow other return instructions provided for the order

Responsibility for return delivery charges may vary depending on the reason for return and the applicable order terms.

07 Inspection & Approval

Returned products may be inspected before a return, replacement or refund is approved.

The review may consider:

• The condition of the product
• Completeness of packaging and accessories
• The stated reason for return
• Supporting information provided
• Applicable product and seller conditions

A return may be declined if the applicable return requirements are not met.

08 Replacement

Where a replacement is approved, fulfillment will depend on product availability and the applicable seller or store arrangements.

If an identical replacement is unavailable, another appropriate resolution may be offered in accordance with the applicable terms.

09 Refunds

Where an approved return qualifies for a refund, it will be handled according to the applicable Refund Policy and payment method.

Processing times may vary depending on the payment channel, financial institution, payment provider, seller or other parties involved in the transaction.

10 Order Cancellation

Cancellation and return are separate processes. An order that has not yet been processed or dispatched may be eligible for cancellation depending on its status and applicable store conditions.

After delivery, eligible requests will generally be handled through the applicable return process.

11 Misuse of the Return Process

Grid Ecommerce may review, restrict or decline return requests where there is reasonable evidence of fraud, manipulation, repeated misuse, abuse of the return process or violation of applicable platform policies.

12 Seller-Specific Conditions

Products offered by individual sellers may be subject to additional seller-specific conditions. Customers should review relevant product, seller, warranty, return and refund information before purchasing.

13 Policy Updates

This Return Policy may be updated periodically to reflect changes in platform operations, business practices, services or applicable requirements.

14 Need Help?

If you have questions regarding a return or need assistance with an order, please contact us through the support information available on our website.