Returns & Refunds

Eligible standard-stock products may be returned when a request is submitted within 30 calendar days after recorded delivery. Contact us before sending anything back so we can confirm eligibility, provide the correct return location, and help avoid unnecessary freight charges. Do not send merchandise to the corporate mailing address.

Return eligibility

For a change-of-mind return, the product must be unused, uninstalled, unaltered, and in resalable condition with the original packaging, manuals, guards, hardware, accessories, and protective materials. Eligibility can depend on product type, condition, fulfillment location, destination, and applicable law.

How to request a return

Email service@grasae.com with the order number, product name and SKU, quantity, reason for return, and clear photographs of the product and packaging. We normally respond within two business days. If approved, we will provide written return instructions, a return authorization, and the designated return address. Keep tracking, freight receipts, and photographs until the refund is complete.

Incorrect, damaged, or defective products

If we sent the wrong product, the order arrived damaged, or a confirmed defect is covered by the applicable warranty, we will provide an appropriate remedy at no avoidable cost to you. Depending on the circumstances, this may be replacement parts, troubleshooting, repair, exchange, collection, or a refund. Please retain the equipment and packaging while we review the issue.

Change-of-mind return costs

For an approved change-of-mind return, the customer is generally responsible for return shipping. Original outbound freight, appointment, liftgate, remote-area, storage, redelivery, or similar carrier charges may be non-refundable when they have already been incurred. Any expected deduction will be explained before return authorization. Refusing delivery does not automatically create a free return.

Products that cannot normally be returned

Made-to-order, customized, personalized, final-sale, clearance, opened consumables, software or license products, installed equipment, products altered after delivery, and items restricted for hygiene, safety, export, or regulatory reasons may be non-returnable unless defective or otherwise required by law.

Inspection and refunds

Returned products are inspected after receipt. Approved refunds are issued to the original payment method, normally within 5–10 business days after inspection. Banks and payment providers may need additional time to post the credit. We will email you if the condition of the return affects the refund and provide supporting information.

Cancellations

Contact us immediately if you need to change or cancel an order. We will help where possible, but cancellation is not guaranteed after inventory has been allocated, packed, customized, or dispatched. If dispatch has occurred, the request may need to follow the return process.