Refund policy
Please note that all grado products are made-to-order and therefore cannot be returned. We kindly ask you to confirm this before placing your order.
Product Exchanges
You have the flexibility to exchange any item within 30 days of its delivery.If it's an exchange due to reasons other than quality problems, the customer will be responsible for the shipping fees for sending back the product and for the second shipment of the exchanged item.
Kindly be aware: All exchanges necessitate the use of the original product packaging. If the original packaging is unavailable, a supplementary repackaging fee of $50 per item will be applicable.
Our team is dedicated to arranging a convenient day and time to both deliver your new item and collect the exchanged one simultaneously.Should the replacement item cost less than the exchanged product, we will reimburse the variance to your original payment method. In cases where the new item costs more, we will adjust the payment for the difference during the exchange process
Faulty or Damaged Products
Upon receiving your purchase, please thoroughly inspect it and immediately notify us of any missing parts, faults, damage, or incorrect items. If any issues arise with the product, providing images of the product, packaging, and labels on the exterior will greatly expedite the process. It is recommended to contact our customer service within 48 hours of receiving your items if there are any issues with the product.
Please note that all inquiries regarding product issues are best made within 30 days of receipt, accompanied by the aforementioned three types of pictures. After-sales inquiries made after 30 days of receipt may be affected negatively due to factors outside the specified time frame. Unauthorized handyman services will not be covered by repair fees.
Full Cycle, final sale, clearance, or discontinued items are not eligible to be exchanged. These are also ineligible for warranty protection.
Supplemental Terms
Damaged items refer to products that have incurred damage during shipping.To assist you efficiently, please report any damaged products to customer service within 3 business days of receiving the item.
Additionally, please refrain from discarding the damaged item and its packaging. For further details, please contact support@gradodesign.us.
Undelivered and Refused Package
If the delivery attempt is unsuccessful for reasons such as refusal, invalid address, or lack of signature, resulting in reshipment or cancellation, you will be responsible for the additional handling and shipping fees that might occur.
How to Initiate an Exchange
To initiate the exchange process within the 30-day product exchange window, please contact our Customer Support team(support@gradodesign.us)with your order number to arrange for exchange shipping or pick-up.
Please include photos of the product, indicating its current condition and any defects that it may have grado reserves the right to select the exchange method and will provide instructions on how to proceed.
Upon approval of the exchange request, you will receive an email notification with detailed exchange instructions and an exchange sticker.
Please refrain from exchanging the item(s) until you have obtained the exchange merchandise authorization.
Do not send the package back directly to the address indicated on the website or shipping label, as it is not the actual exchange address.
The correct address will be provided to you via email along with the exchange sticker once your return has been approved.
1. Package Item(s): Make sure to include all parts in their original packaging.
2. Ship Out the Package(s) using a Trackable Shipping Method. Please ensure that you use a trackable shipping method when returning the package(s) to us. Once shipped, kindly provide us with the tracking number and carrier information.
You will receive a notification email within 3-5 working days after we have received your item(s). Once we have received the returned goods, a new tracking number for the replacement shipment will be issued within 4 weeks.
Email: support@gradodesign.us
Address:
Room 502, 5th Floor, Building 1, 1181 Bin'an Road, Changhe Street, Binjiang District, Hangzhou, Zhejiang, 310053，China