1. Gear Grid Return & Refund Policy

Gear Grid is a brand operated by ARTISTE DOUE SDN. BHD., located at 38, 3rd Floor, Jalan Radin Anum, Bandar Baru Sri Petaling, 57000 Kuala Lumpur. The company offers a wide range of products including PC components, hardware, electrical goods, accessories, and more via its online platform, geargrid.site.

2. Overview of Return Policy

Our return policy aims to protect customers who receive unsatisfactory or damaged products. Eligible returns can be refunded fully upon mutual agreement, provided the request meets the criteria outlined in this policy. By using our platform and initiating a purchase, you agree to comply with these terms.

3. Terms for Refund, Return & Repair

3.1 Eligibility

This policy only applies to products bought through geargrid.site. Purchases from retail outlets or other e-commerce platforms are excluded. Items marked as non-returnable or non-refundable are not eligible.

3.2 Return Window

Refund requests must be submitted within 7 days of receiving the product. Products labeled as Premium Electrical Appliances or selected Power Tools come with a 1-year warranty.

3.3 Return Procedure

Returns must be requested through the Return Management System (RMS) after logging into your account. Customers must provide details, select return reasons, and upload photos/videos showing at least two angles of the product and its packaging. Failure to provide valid documentation may lead to delays or rejection.

3.4 Missing Accessories

Returns without original accessories or bundled items may be rejected or refunded at a reduced value.

3.5 Return Conditions

Returned items must meet the following requirements:
– Tags must be intact.
– Intimate wear, undergarments, beauty products, masks, and face shields are non-returnable for hygiene reasons.
– Items sold in sets must be returned as complete sets.
– Products must be unused if return reason is damage, wrong item, or defect.
– Return packaging and instruction manuals must be included where applicable.

3.6 Refund Process

Refunds will be processed to the original payment method within 14 business days after approval. Shipping fees are non-refundable unless proven otherwise. Cash vouchers are not refunded. Click & Collect items must be picked up within 7 days or will be forfeited.

3.7 Repair Requests

Items under 1-year warranty, like EMTOP tools, can be returned for repair through the RMA process. Repairs may take up to 30 days.

3.8 Online Exclusive Items

No refunds allowed unless the item was damaged, incorrect, defective, or missing parts. All returns must still follow the standard process.

3.9 Non-Refundable Situations

Refunds will not be processed if:
– The product fails return criteria.
– The item differs from what was approved for return.
– Original packaging or tags are missing.
– The product was not purchased from geargrid.site.
– Accessories are missing or the item was misused.

4. Business Accounts

Business account users can only request refunds via warehouse return. Discussion on other options is subject to mutual agreement. All return processes remain the same.

Note: Gear Grid reserves the right to update this Return Policy at any time without prior notice.