Replacement & Cancellation Policy

Introduction

This Replacement & Cancellation Policy governs purchases made through the Grest website and retail channels. Grest is operated by Radical Retail Private Limited ("Grest", "we", "our", or "us").

1. Replacement Policy

At Grest, customer satisfaction is our priority. If you experience a qualifying functional issue with your purchased device, you may request a replacement subject to the terms below (See Section 1.2).

1.1 Replacement Window

Customers may request a replacement within seven (7) business days from the date of delivery or in-store purchase.

1.2 Eligibility for Replacement

Replacement requests will only be considered if:

• The issue is a functional issue covered under the applicable warranty.
• The original purchase invoice/bill is provided.
• The original box and packaging are available.
• The device has not been physically damaged, tampered with, modified, misused, or exposed to liquid damage after delivery.

1.3 Replacement Options

Approved replacement requests may be fulfilled through either:

• (a) Exchange for the same model or another available device, subject to availability and any applicable price difference.
• (b) Full Store Credit equivalent to the original purchase value. Store credit is non-transferable, non-cash redeemable, and may only be used for future purchases from Grest.

1.4 Replacement Process

To initiate a replacement request, customers must follow the process below:

1. Send an email to care@grest.in. The email must include:
   • Order details
   • Description of the issue faced
   • Reason for requesting the replacement
   • Supporting images or videos, if applicable
2. Our support team will review and validate the concern.
3. Once the request is approved, a reverse pickup will be scheduled for the device.
4. After the device is picked up, a support ticket will be generated and the customer will be updated regarding the replacement process.
5. After the device reaches us, it undergoes Quality Control (QC) inspection and fault verification.
6. Replacement eligibility is confirmed and approval is processed.
7. The replacement device or store credit is issued to the customer.

Customers may visit a Grest store with the device, the original invoice and the original box. Requests will be processed after QC verification.

1.5 Situations Not Covered

Replacement requests may be rejected if:

• The request is submitted after the 7-day period.
• The original invoice or box is unavailable.
• The device has physical or liquid damage or has been tampered with.
• The reported issue cannot be verified during inspection.

2. Cancellation Policy

Any order may be cancelled within 12 hours of purchase or before dispatch, whichever occurs earlier.

2.1 How to Cancel

Customers may request cancellation by calling +91 8800901200 or emailing care@grest.in with their order details.

2.2 Refund Timeline

For approved cancellations, refunds will be initiated within 7 business days from the date of cancellation approval. Actual credit timelines depend on the customer's bank or payment provider.

3. Rejected Deliveries

A delivery is considered rejected when the customer refuses to accept the order after dispatch.

3.1 COD Orders

For dispatched orders rejected at delivery, no refund shall be applicable for any booking amount, shipping charges, handling charges, or other fees paid in advance.

3.2 Prepaid Orders

For dispatched prepaid orders rejected at delivery, up to 50% of the order value may be refunded. The remaining amount may be retained toward logistics, packaging, reverse logistics, payment gateway fees and operational costs.

4. Inspection & Final Decision

All replacement, exchange, cancellation, and refund requests are subject to verification and approval by Grest. Grest reserves the right to conduct inspections, request additional documentation, reject fraudulent claims and make the final determination regarding eligibility under this Policy.

5. Contact Us