Straightforward Returns.
Clear Expectations.
We want your experience with Grid Getaway to feel simple, fair, and transparent. If something is not right with your order, our team is here to help guide you through the next steps.
Please Contact Us Before Sending Anything Back.
Returns must be reviewed and approved before shipping back to us.
This helps us confirm eligibility, provide the correct return address or a prepaid return label if applicable, and make sure the item is packaged safely for the return trip.
Returns That Feel Fair,
Clear, and Simple.
Below you’ll find our return window, eligibility requirements, return approval process, shipping responsibilities, exclusions, cancellations, and refund details.
30-Day Returns
All eligible items may be returned within 30 days of the delivery date, following approval. Eligible returns must be unused, in original condition, and returned in the original packaging.
All parts, accessories, manuals, documentation, and included components must also be included with your return.
Non-Refundable Transaction Fees
Payment processors retain transaction fees when an order is paid for, even if the order is later refunded.
Because these fees are not returned to us, original payment processing fees of 3-4% are non-refundable and may be deducted from eligible refunds when applicable.
Non-Defective Return
If you choose to return an item for reasons unrelated to an issue with the order, return shipping costs may apply where applicable.
This includes returns where the item is no longer needed, the incorrect size, capacity, configuration, or model was selected. The product doesn't fit the customer’s setup or application, the customer ordered the wrong item, changed their mind after purchase, found an alternative solution, or otherwise chooses to return the item or order for reasons unrelated to damage, defects, missing parts, or fulfillment-related issues. In these cases, the customer will be responsible for all return shipping and related restocking fees.
A restocking fee of up to 15% may apply depending on the product, manufacturer, and the condition of the returned item. Payment processing fees of 3-4% are non-refundable, as transaction fees are retained by the payment processor and are not returned to us.
If the return is related to a confirmed defective item, approved warranty-related issue, incorrect shipment, or another verified order issue, our team will review the situation and provide the appropriate next steps based on the resolution.
Once your return request is reviewed and approved, we will provide the appropriate return instructions and next steps.
Order Issues & Defective Items
If your order arrives damaged, defective, missing parts and/or accessories, or there is another issue related to the order itself, please contact our team at support@gridgetaway as soon as possible with details and photos of the issue so we can review the situation.
Depending on the issue, we may require photos, or videos to better understand and verify the concern before moving forward.
Once the issue has been reviewed, we will provide the appropriate next steps, which may include replacement options, return instructions, a prepaid return label where applicable, or refund review depending on the situation.
If the issue is confirmed to be our responsibility or covered under approved manufacturer review, Grid Getaway will waive associated return-related fees and provide the appropriate resolution.
Please do not discard the product, packaging, pallet, included parts, or accessories until our team has reviewed the issue, as these may be required for inspection, replacement approval, return processing, or refund eligibility.
How To Start A Return
All returns must be approved in advance.
To start a return, please email us at support@gridgetaway.com with your order number and let us know which item or items you would like to return in your order.
Please include clear photos of the product and packaging so our team can confirm the item is packaged safely for return transit.
Once your return request is reviewed and approved, we will provide return instructions and a return shipping label if applicable.
Exchanges
We do not offer exchanges.
You can return items to us, and reorder the correct items.
Once the original item is returned, inspected, and approved, we will process the eligible refund according to our policy.
Cancellations
If you need to cancel your order, please contact us as quickly as possible. If your order was placed the same day and you reach out before 5PM PST, our team will do our best to cancel it before fulfillment begins. However, because many orders begin processing quickly, we cannot guarantee cancellation once two hours have passed after the order was placed.
Once an order has started processing, sent to a warehouse, or released to a carrier, cancellation may no longer be possible. We will still make an effort to stop shipment when we can.
If a cancellation is approved after payment has been processed and fulfillment starts, non-refundable transaction costs of 3-4% may be deducted from the refund.
Refused Deliveries
Refused deliveries may be treated as a return after shipment.
If an order is refused, any return charges and non-refundable processing fees may be deducted from the refund.
Refund Processing
Once an approved return is delivered and inspected, we will notify you of the refund status within 1-2 business days.
Approved refunds are issued back to the original payment method. Please allow time for your bank or credit card company to post the refund after it has been processed.
Damaged Deliveries
While we work to ensure orders are packaged securely, damage can occasionally occur during transit. Unfortunately, shipping-related handling is outside of our direct control, but our team will be happy to help review and resolve any issues with you.
If your order arrives damaged, please contact us as soon as possible with your order number and clear photos of the outside packaging, shipping label, and any visible damage.
Please do not discard the product, packaging, pallet, included parts, or accessories until our team has reviewed the issue and provided next steps, as these may be required for carrier claims, inspection, replacement approval, or refund review.
Since many products are packaged securely, we also ask that you carefully remove the item from its packaging and provide photos of any internal or product-related damage that may have resulted from handling during transit.
In some cases, damaged items may need to be returned for inspection, claim processing, replacement approval, or refund eligibility. If return shipping is required, our team will provide instructions based on the specific situation.
If an item is discarded, abandoned, disposed of, or otherwise made unavailable before the review process is completed, this may affect claim, replacement, or refund eligibility.
Need Help With A Return?
Email us at support@gridgetaway.com with your order number, the item
you would like to return, and photos of the product and packaging.