Refund policy

GrailGrid Return & Refund Policy

Last updated: April 2026

At GrailGrid, we are committed to delivering products of the highest standard. We encourage all customers to review this policy in full prior to placing an order, as it constitutes an agreement between you and GrailGrid upon purchase.

1. Eligibility for Returns

Returns are accepted exclusively within 24 hours of confirmed delivery. To be eligible, the return must fall under one of the following conditions:

  • The item arrived in a damaged or defective condition.
  • The item received differs from what was ordered (incorrect size dispatched by GrailGrid, wrong product, etc.).

Requests submitted after the 24-hour window will not be considered, except where required by applicable UAE law.

2. Non-Returnable Items

The following situations are not eligible for a return, exchange, or refund:

  • Change of mind after receiving the order.
  • Incorrect size selected by the customer at checkout.
  • Damage resulting from use, mishandling, or negligence after delivery.
  • Missing tags, removed packaging, or any sign of wear.
  • Return requests submitted beyond 24 hours of delivery.

3. Required Documentation

To initiate a return, the customer must provide all of the following within the 24-hour window:

  • Clear photo or video evidence of the damage or error, showing the full item and the specific issue.
  • Proof of delivery, such as the courier slip or original packaging bearing your order details.

Failure to provide adequate documentation will result in the request being declined.

4. Return Process

  1. Contact GrailGrid within 24 hours of delivery via WhatsApp, Instagram DM, or email.
  2. Submit the required documentation for review by our team.
  3. If your request is approved:
    • GrailGrid will arrange and fully cover the cost of return shipping.
    • The item must be returned unused, unworn, with all original tags attached and in its original packaging.
  4. Upon receipt and inspection of the returned item, GrailGrid will process the resolution as outlined in Section 5.

5. Resolution Method

GrailGrid resolves approved returns as follows:

  • Damaged item: A full refund will be issued to the original payment method (prepaid orders) or as store credit (COD orders).
  • Wrong item received: An exchange will be arranged for the correct item. If the correct item is unavailable at the time of inspection, store credit to the full value of the item will be issued instead.

No monetary refunds will be issued for any reason outside of a confirmed damaged or defective item.

6. Shipping Fees

  • When a return is approved due to GrailGrid's error (damaged or incorrect item), all shipping costs — both return and re-dispatch — are covered by GrailGrid.
  • Original shipping fees are non-refundable in all other scenarios.

7. Cash on Delivery (COD) Orders

  • Customers who refuse a COD order upon delivery without prior communication are not eligible for any refund or exchange.
  • Repeated COD refusals may result in permanent restriction from placing future orders with GrailGrid.
  • COD orders resolved via store credit will receive credit to the value of the item only; shipping fees are excluded.

8. Chargebacks & Payment Disputes

If a customer initiates a chargeback or payment dispute through their bank or payment provider without first contacting GrailGrid to resolve the matter, GrailGrid reserves the right to:

  • Submit all transaction records, order documentation, and communication history to the payment provider as evidence.
  • Permanently restrict the customer from placing future orders.

We strongly encourage customers to contact us directly before escalating to a third party, as the majority of legitimate concerns can be resolved promptly.

9. GrailGrid's Right to Refuse

GrailGrid reserves the right to decline any return or exchange request if:

  • The item shows evidence of use, wear, or tampering.
  • The required documentation is insufficient or inconsistent.
  • The request does not meet the conditions outlined in this policy.

All decisions made by GrailGrid following inspection are final.

This policy is governed in accordance with applicable consumer protection regulations in the United Arab Emirates. GrailGrid reserves the right to amend this policy at any time without prior notice.