Refund and Returns Policy

Overview

To initiate a return request on GridRay, begin by logging into your account and navigating to the Orders tab. From there, select the Return option to start the process.
Next, choose the applicable reason for your return from the available options. If an exchange is possible, it will be indicated based on the reason you select. You can choose from three options:

Exchange: You can opt for an exchange if you want a new product of the same type but in a different size or color.
Replace:If your product is damaged or defective, you can choose to have it replaced with an identical one.
Refund:If you prefer to get your money back instead of a replacement, you can request a refund.

Depending on the type of product you are returning, it may need to go through a verification process before the return can be processed.

FOR WRONG PRODUCT: If you receive an incorrect product in your order, please send us images to assist with the resolution process.

Take a clear front view image of the product that clearly shows the product name.
Take a picture of the backside of the product, which will display the barcode sticker clearly.

FOR DAMAGED/DEFECTIVE PRODUCT: If you have received the damaged/defective item, please provide us with images to help us verify your claim and expedite the return or replacement process.

For damaged or defective items, provide images that clearly show the damage or leakage and can verify your claim.
Take an overall clear image of all products received in the box, displaying the barcodes and the value of incorrect products.

Once we receive your return request, we will arrange for the item to be picked up from customers location. Please note that we will only initiate the refund, replacement and exchange process once we have received the products in their original packaging, with all seals, labels, and barcodes intact.

To initiate a return request on GridRay, begin by logging into your account and navigating to the Orders tab. From there, select the Return option to start the process.

Please ensure that customer has all necessary items, including the invoice, original packaging, price tags, freebies, accessories, etc., for a smooth returns process.

We will schedule a pickup of your order, and refunds, exchanges, or replacements will be initiated after the successful delivery and inspection of the returned item by the supplier. Refunds will be processed if applicable.

Rest assured that your request will be fulfilled according to GridRay’s returns/replacement policy.

General Rules of Return Policy

At GridRay we give the option of partial returns, allowing you to raise a return request for one or multiple products within your order.
A product is returnable within the applicable return window and in a condition that meets the following criteria: physically damaged, missing parts or accessories, defective, or different from its description.

We have certain guidelines that must be met in order for us to process a return. These include:

We will only process a return if we can determine that the product was not damaged or used while in your possession and if the product matches what we have shipped to you.
The product must be returned in its original condition, with all accessories and packaging intact, including the brand’s/manufacturer’s box, MRP tag, user manual, and warranty card.
If you wish to return an electronic device that stores personal information, please ensure that you have removed all such information before returning the product. GridRay will not be held liable for any misuse of such information.
Please note that some products may not be eligible for return, such as cases of buyer’s remorse or products marked under “non-returnable” category. We are committed to providing a fair and hassle-free returns process for our customers, and we appreciate your cooperation in meeting these guidelines.

Please Note: If you’ve received a non-returnable product in a damaged/defective condition, you can contact us within 7 days from the delivery of the product.

Details About Product Return Period & its Method

Category	Return Period & Method
Lifestyle: Clothing, footwear and Accessories	15 Days Return & Exchange You may return this item within 15 days from date of delivery and exchange it for a different size or color. To receive a successful refund or replacement, make sure to keep the item in its original condition, along with the brand’s outer box, MRP tags, warranty cards, and original accessories in the manufacturer’s packaging.
Beauty	Non-Returnable While we understand that some of our products are non-returnable due to their hygiene and personal care nature, we want to assure you that we are committed to ensuring customer satisfaction. In the unlikely event that you receive a damaged, defective, or incorrect item, we will provide you with a full refund or free replacement as applicable.
Personal Care Appliances (Hair Dryers, Shavers, Trimmers, Straighteners; Skin care, Nail care)	7 Days Replacement Only Items in this category are covered under replacement within 7 days of the delivery. However, in the rare occurrence that you receive a damaged, defective, or different item from what you ordered, we will make sure to provide a full refund or free replacement, as applicable.
Sports Nutrition (Whey Protein Powders and other related Diet Supplements)	10 Days Replacement Only Items in this category are covered under replacement within 10 days of the delivery. However, in the rare occurrence that you receive a damaged, defective, or different item from what you ordered, we will make sure to provide a full refund or free replacement, as applicable.
Personal Care Appliances (Oral Care Products & Appliances)	Non-Returnable While we understand that some of our products are non-returnable due to their hygiene and personal care nature, we want to assure you that we are committed to ensuring customer satisfaction. In the unlikely event that you receive a damaged, defective, or incorrect item, we will provide you with a full refund or free replacement as applicable.

Categories with Return Time Period and Method of Return Details

During return approval by supplier, your product will be checked for the following conditions:

Category	Conditions
Correct Product	Name/ image/ brand/ serial number/ article number/ bar code/ IMEI should match/ price and MRP tag should be undetected and clearly visible.
Complete Product	All in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies and combos (if any) should be present.
Unused Product	The product should be unused, unwashed, unsoiled, not misused, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable).
Undamaged Product	The product should be undamaged and without any scratches, dents, tears or holes.
Undamaged Packaging	Product’s original packaging/ box should be undamaged.

Return Approval Conditions

If the above conditions are not met, the supplier will not accept the return.

Rules for a successful Return

In certain cases where the seller is unable to process a replacement for any reason whatsoever, a refund will be given.
For products where installation is provided by supplier or supplier’s service partners, do not open the product packaging by yourself. Supplier’s authorized personnel shall help in unboxing and installation of the product.

Wrong Delivery Message

(Customer received delivery message but product not delivered:

In case the product was not delivered and your customer received a delivery confirmation email/SMS, report the issue within 3 days from the date of delivery confirmation for the supplier to investigate.

3^rd Party Policy Mismatched

What if the origin of sale point (marketplace/e-commerce site) were sale is generated by online retailer and GridRay policies mismatched (Return, Replacement and Exchange)?

GridRay will work and abide by policies made on and by GridRay and not with any 3rd party platforms. It is the online retailer responsibility to check the policies for both GridRay and 3rd party where online retailer is selling the products.

Example: A marketplace offered 10 days Return, Replacement and Exchange to their customers and GridRay offered 7 days Return, Replacement and Exchange for the same category. So, if in case any Return, Replacement and Exchange request came after GridRay policy period in those difference 3 days then the shipment will be returned to online retailer’s address (marketplace seller) and supplier will not be responsible for accepting any claim. And the Return shipping charges will also be taken care by the online retailer.

It is the online retailer responsibility to arrange return pickup and to create return shipping labels for which online retailer can use GridRay shipping partner’s services.

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

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