Applicable to confirmed purchases supplied by GrandCaster

1. Return Window

A customer may request the return of an eligible stock product within 7 calendar days after delivery. The customer must contact us before returning any product and provide the quotation or invoice number, product details and reason for return.

2. Return Eligibility

To qualify for a return, the product must:

  • Be unused, uninstalled and in resaleable condition.
  • Be returned with its original packaging, labels, accessories and documentation.
  • Not have been damaged through misuse, incorrect installation, modification, overloading, unsuitable operating conditions or normal wear and tear.
  • Be returned only after GrandCaster provides return instructions or approval.

3. Non-Returnable Products

Customized, made-to-order and special-order products are non-returnable and non-refundable for change of mind or incorrect customer specifications. This does not limit any rights that cannot legally be excluded where a product is defective, damaged on delivery or materially different from the agreed specification.

4. Damaged, Defective or Incorrect Products

Please inspect products promptly after delivery. If an item arrives damaged, defective or incorrect, contact us within 7 calendar days and provide photographs or other reasonable evidence. After inspection, we may repair, replace or refund the affected product as appropriate and as required by applicable law.

5. Return Delivery Costs

For an approved return based on change of mind, incorrect selection or another reason not caused by GrandCaster, the customer pays the return delivery cost and is responsible for safe return transportation. If we confirm that the product was defective, damaged on delivery or supplied incorrectly, we will arrange or reimburse reasonable return delivery costs as appropriate.

6. Inspection and Refunds

Returned products are inspected after receipt. If approved, the refund will be processed within 5–7 working days using the original payment method where possible, unless another method is agreed. Bank or payment-provider processing may take additional time. Original delivery charges are not refundable for change-of-mind returns unless required by law.

7. How to Request a Return

  1. Email grandcasterdubai@gmail.com or WhatsApp/call +971 52 255 0136.
  2. Provide your name or company name, invoice or quotation number, product details, reason for return and supporting photographs where relevant.
  3. Wait for return confirmation and instructions before sending the product.
  4. Pack the product securely and return it to the location specified in our instructions.