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 any item is shipped back.
This helps us confirm eligibility, provide the correct return instructions, confirm the return address, and determine whether a prepaid return label applies to your situation.
Once approved, we will provide return instructions and an RMA number for your return.
Returns That Feel Fair,
Clear, and Simple.
Below you’ll find our return window, eligibility requirements, approval process, return shipping responsibilities, exclusions, cancellation rules, damaged delivery process, and refund timing.
30-Day Returns
Eligible items may be returned within 30 days of the delivery date following return approval.
To be eligible, items must be unused, uninstalled, in original condition, and returned in the original packaging.
All parts, accessories, manuals, documentation, and included components must also be included with the 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.
Order Issues & Defective Items
If your order arrives damaged, defective, missing parts or accessories, or there is another issue related to the order itself, please contact our team at support@gridgetaway.com as soon as possible with details and photos of the issue so we can review the situation.
Grid Getaway will cover return shipping costs when the issue is confirmed to be due to:
- You received an incorrect item that you did not order.
- The item is confirmed defective after review.
- Shipping damage involving the product itself.
- Incorrect product information shown on a listing.
Depending on the issue, we may require photos, videos, product details, packaging photos, or other information 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 an approved manufacturer review, Grid Getaway will waive associated return-related fees and provide the appropriate resolution.
Please do not discard the product, original packaging, delivery pallet, included parts, or accessories until our team has reviewed the issue, as these may be required for inspection, replacement approval, return processing, carrier claims, or refund eligibility.
Non-Defective Returns
If you choose to return an item for reasons unrelated to a confirmed order issue, defect, damage, missing part, or fulfillment-related error, return shipping costs are the customer’s responsibility.
This includes returns where the item is no longer needed, the incorrect size, capacity, configuration, or model was selected, the product does not 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 for reasons unrelated to damage, defects, missing parts, or fulfillment-related issues.
A restocking fee of up to 20% may apply depending on the product, manufacturer requirements, warehouse policy, item condition, and the circumstances of the return.
Grid Getaway may reduce or waive restocking fees at its discretion when appropriate, but restocking fee waivers are not guaranteed.
Payment processing fees of 3-4% are non-refundable, as transaction fees are retained by the payment processor and are not returned to us.
Once your return request is reviewed and approved, we will provide the appropriate return instructions and next steps.
Return Shipping & Labels
Approved returns are handled by mail.
For non-defective returns, customers are responsible for return shipping costs. Depending on the product, manufacturer, warehouse, and return approval process, we may provide return shipping instructions, a prepaid return label with the label cost deducted from the refund, or instructions for the customer to ship the item back using their preferred carrier.
For approved defective, damaged, incorrect, or warranty-related issues, Grid Getaway will review the situation and provide the appropriate return instructions or label process based on the issue and manufacturer requirements.
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.
Please include clear photos of the product and packaging so our team can confirm the item is eligible and packaged safely for return transit.
Once your return request is reviewed and approved, we will provide return instructions, an RMA number, and a return shipping label if applicable.
Exchanges
We do not offer direct exchanges.
If you need a different item, you may return the eligible item according to this policy and place a new order for the correct item.
Once the original item is returned, inspected, and approved, we will process the eligible refund according to this policy.
Cancellations
If you need to cancel your order, please contact us as quickly as possible.
We begin processing orders quickly, so cancellations cannot be guaranteed once an order has entered the fulfillment queue, even if tracking has not yet been issued.
If a cancellation is approved after payment has been processed and fulfillment has started, non-refundable transaction costs of 3-4% may be deducted from the refund when applicable.
Refused Deliveries
Refused deliveries may be treated as a return after shipment.
If an order is refused, return shipping charges, carrier fees, restocking fees of up to 20%, and non-refundable processing fees may be deducted from the refund when applicable.
Refund Processing
Once an approved return is delivered and inspected, approved refunds are typically processed to the original payment method within 3 business days.
Your bank or credit card provider may require additional time to post the refund to your account after it has been processed.
Damaged Deliveries
While we work to ensure orders are packaged securely, damage can occasionally occur during transit.
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.
