Grabbit Store operates a replacement-only policy. We do not offer refunds. If your order arrives damaged, defective or incorrect, we will replace it free of charge under the conditions below.
When we replace an item
You are eligible for a free replacement if your order arrives:
- Damaged in transit — the product is broken or crushed on arrival
- Defective — the product does not function as described
- Incorrect — you received a different item from the one you ordered
What we need from you
To process a replacement claim, all four of the following are required:
- A continuous unboxing video — a single, uncut recording that begins with the package still sealed and shows it being opened. This is mandatory: it is how we verify transit damage and missing items with our courier partner. Claims without an unboxing video cannot be processed.
- Clear photos of the item and the outer packaging, including the shipping label.
- A claim raised within 48 hours of delivery through our Contact page, quoting your order number.
- The item unused, with all tools, accessories and original packaging intact.
What is not covered
- Change of mind, or ordering the wrong item by mistake
- Damage caused by misuse, mishandling or normal wear
- Items that are used, incomplete, or missing original packaging
- Minor variation in colour or finish compared with on-screen images
- Claims raised more than 48 hours after delivery
How a replacement works
Once your claim is verified, we arrange a free reverse pickup and dispatch your replacement at no cost to you. Verification usually takes 24–48 hours, and the replacement ships within 1–2 business days of collection.
If the same item is unavailable, we will offer a comparable product of equal or greater value, subject to your agreement.
Cancellations
You may cancel your order free of charge at any time before it is dispatched — just contact us with your order number. Once dispatched, orders cannot be cancelled.
Cash on Delivery
Please accept your COD order at delivery. Repeatedly refusing COD deliveries may result in Cash on Delivery becoming unavailable for your number on future orders.
Your statutory rights
Nothing in this policy limits your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 in respect of goods that are defective, deficient, or not as described.
Questions?
Reach us any time through our Contact page and we'll help.