Return & Refund Policy

Last Updated: March 5, 2026

1. Overview

The website https://www.gridray.com (“Website”) is operated by Gridverse Innovations Private Limited, a company incorporated under the laws of India having its registered office at F/F Office. HNO-WZ-300-F, KHNO-32/15/2 SEC-7, Palam Extn Dwarka, New Delhi, Delhi, India – 110077.

This Return & Refund Policy outlines the procedures for returning products purchased through GridRay and the applicable refund process. This policy applies to all registered GridRay resellers and should be read in conjunction with the GridRay Terms of Service.

GridRay acts as an intermediary between resellers and brand vendors. Returns are managed through GridRay’s fulfillment infrastructure, with vendor inspection and approval required before refunds are issued.

2. Return Eligibility

2.1 Return Window

Return windows vary by product category and are specified on the product listing page for each item. Different categories have different return periods based on the nature of the product. For example, certain categories such as beauty and personal care may only accept returns for defective or damaged products, while other categories may allow returns within a defined number of days from delivery.

The applicable return window for each product is indicated on the product listing. For any clarification, contact the GridRay support team at support@gridray.com or call +91 766 966 8553.

2.2 Eligible Return Reasons

Returns may be initiated for the following reasons:

• Defective or Dead on Arrival (DOA): Product does not function as intended due to a manufacturing defect.
• Damaged in Transit: Product was damaged during shipping, with visible damage to packaging or contents.
• Wrong Product Shipped: The product received does not match the order (wrong item, size, colour, or variant).
• Customer Change of Mind: Product is unopened, unused, in original packaging, and within the applicable return window.

2.3 Non-Eligible Returns

The following are not eligible for return:

• Products returned after the applicable return window has expired.
• Products that have been used, altered, or are missing original accessories or packaging.
• Products damaged by the end customer after delivery.
• Categories explicitly marked as non-returnable on the product listing.

3. Return Process

3.1 Initiating a Return

To initiate a return, the reseller must contact the GridRay support team within the applicable return window. Return requests can be raised by reaching out at support@gridray.com or call +91 766 966 8553. The request must include:

• Order number
• Reason for return
• Supporting evidence (photographs of defect, damage, or wrong product)

3.2 Return Pickup

All return pickups are arranged by GridRay or its courier partners. The reseller does not need to arrange logistics for the return shipment. Once a return request is approved, GridRay coordinates the pickup from the end customer’s or reseller’s location.

3.3 Return Shipping Cost

The return shipping cost is deducted from the reseller’s GridRay wallet. If the return is due to a vendor or GridRay error (defective product, damaged in transit, or wrong product shipped), the return shipping cost is credited back to the reseller’s wallet after inspection confirms the fault.

3.4 Return Destination

GridRay determines the return destination for each return request. Returned products are typically sent back to the warehouse or order processing center from which the original order was dispatched.

4. Vendor Inspection & Approval

4.1 Inspection Process

Once the returned product is received at the originating warehouse or processing center, the vendor is notified and has 2 business days to inspect the product and approve or reject the return.

The inspection may include:

• Verification of product identity (serial number, SKU match)
• Assessment of product condition (unopened, used, damaged)
• Functional testing where applicable
• Documentation with photographs

4.2 Auto-Approval Mechanism

If the vendor does not respond with an approval or rejection within 2 business days of receiving the returned product, the return is automatically approved and the refund process is initiated.

4.3 Inspection Outcomes

• Approved: The return meets the stated reason and policy criteria. Refund is processed.
• Rejected: The product does not match the stated return reason (e.g., claimed defective but found functional, or shows signs of customer misuse). The reseller is notified with the inspection findings.

5. Refund Process

5.1 Refund Method

All refunds are credited to the reseller’s GridRay wallet. Refunds are not issued via bank transfer, UPI, or any other external payment method.

5.2 Refund Amount

Refunds cover the product value only (the amount the reseller paid GridRay for the product). Return shipping costs are handled separately — where the return is due to a vendor or GridRay error, the return shipping cost is also refunded to the reseller’s wallet after inspection (see Section 3.3).

5.3 Refund Timeline

5.4 Wallet Usage

Refunded amounts credited to the GridRay wallet can be used for future product purchases on the platform.

6. Exchanges

GridRay does not process direct product exchanges. If a reseller or their end customer requires a different product, the process is:

1. Initiate a return for the original product (per this policy).
2. Place a new order for the desired product.
3. The refund from the return and the cost of the new order are handled independently.

7. Non-Delivery Reports (NDR) Management

If a shipment is marked as undelivered or the end customer refuses delivery:

• The product is returned to the originating GridRay fulfillment center.
• GridRay inspects the returned product upon receipt.
• A refund for the product value is processed to the reseller’s GridRay wallet.
• If the product is damaged during the return transit and the shipment was managed by GridRay or its courier partners, GridRay coordinates resolution with the courier or vendor. The reseller is not liable for return shipping or damage in such cases.
• If a return shipment is lost in transit and was arranged by GridRay or its courier partners, GridRay will coordinate with the courier and process a refund for the product value to the reseller’s GridRay wallet upon confirmation of the loss.

8. Dispute Resolution

8.1 Rejected Returns

If a return is rejected by the vendor following inspection, the reseller has the option to raise a dispute:

1. Raise a dispute: Contact the GridRay support team at support@gridray.com within 2 business days of receiving the rejection notice. Provide any additional evidence or context that supports the return claim.
2. GridRay mediation: GridRay will review the dispute along with the inspection findings and any supporting evidence provided by the reseller. A resolution will be communicated within 5 business days.

8.2 Dispute Outcomes

• Return approved (overturned): Refund is processed per Section 5.
• Return upheld (rejected): The reseller may request the product to be shipped back at their own cost within 7 business days of the dispute outcome. If the reseller does not request the product back within this period, the vendor reserves the right to dispose of the product.

9. General Provisions

• GridRay reserves the right to modify this Return & Refund Policy at any time. Changes will be communicated via email or through the GridRay website.
• This policy is governed by and construed in accordance with the laws of India. Any disputes arising under this policy shall be subject to the exclusive jurisdiction of the courts of New Delhi.
• For questions regarding this policy, contact GridRay support at support@gridray.com or call +91 766 966 8553.