Gear has to work. If it does not work for your intended purposes, then it is of no use to you. Hence we need to talk about returns, exchanges and refunds.
You can submit a return request by logging into your customer account, finding the order you wish to return and clicking the Return Items link.
You have 30 days from the day of delivery (as indicated by the delivery confirmation) to return the product to us for any reason as long as the product meets Return Conditions and you obtain Return Authorization from our Customer Service Team.
You will need to get an RA Number (Return Authorization Number) prior to shipping the product back to us. Make sure you have the last name of the person who placed the order or the order number handy - it helps speed up the return. You can email us or call us with this information. You will be asked to provide the reason for return and whether you would prefer a refund or exchange. Once the RA is issued - we will email it to you. You will need to print it out and put it inside your shipment. You will also need to write the RA number on top of the box.
RA's are valid for 10 days from the date of issuance. Once expired, you will not be able to return the product using the RA.
If the item is defective, please see Defects/Warranty section below.
If the item is returned for any other reason, it has to be in "like new" condition. That means that the item should not have been used, exposed to the elements, mounted on other equipment or integrated inside any other device/apparatus. All returns are subject to evaluation for compliance with return conditions, and any evidence of non-compliance may result in damage fees assessed from the refund. Additional restocking fees up to 15% may be applied as well if the product is returned with any part missing (such as batteries, wrenches, manuals, screws, etc.).
If you want to exchange the item you ordered (or you may have received it as a gift) for a different item, you will need to contact our customer service team within the same 30 day period and request an exchange. You will be responsible for all shipping charges during the exchange. Any price differences will also be collected prior to the exchange item being shipped to you.
If you want to have a replacement item shipped to you before we receive the original back at our location, you will be asked to pay for the replacement upfront and once we receive your return, we will credit the difference back to your credit card/PayPal account. The exchange process may take between 5-10 business days from the moment we receive your return back at our warehouse.
If you find your product to be defective anytime after you purchase it, please visit our GRITR Warranty website where you can find all warranty information and steps to exchange the product or refund.
Once your return passes the return evaluation process for compliance with our return conditions (3-5 business days) - we will process a refund to your credit card/PayPal account. It takes between 3-5 business days (depending on your financial institution) to post the refund information to your account.
Once we confirm the refund with you - you will need to speak to your financial institution for any additional assistance.