Refund policy

Returns & Exchanges policy

How do I make a return?
During COVID-19 pandemic, the return policy remains the same at 30 days.
 
    • Please make sure the item(s) is in original condition, with the original packaging, original tags, and tickets attached
    • A final inspection will be done to ensure all items are in their original condition before processing your returns
    • Returns that do not meet our policy will not be accepted and will be returned to you at your cost
The buyer is responsible for paying custom import tax upon arrival of the products. The buyer destination country calculates any duties owing based on the value of the goods. The buyer will not receive any refund on any custom import tax owing or any unclaimed products.
    • How do I make an online return?
      Our return policy is only applicable to any item(s) purchased online and delivered in Canada, within 30 days of receiving your order.
      No Return for international orders.
      GR8FLEX will not be responsible for the loss of a returned parcel.

      To start a return, you can contact us at support@gr8flex.ca. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

      You can always contact us for any return question.

      Return shipping charges will be paid by the customer
      Return your item via your GR8FLEX account.
       
      If you have checked out as a guest, kindly contact us at support@gr8flex.shop with the email subject: “Return Request – Your Order Number”, to process your returns or exchanges. Our customer service will assist you with your return process.


       
      GR8FLEX's decisions on Returns are final.

      How do I check on my return status?
      To check on your return status, sign in to your account, head to My Account select My Return Your return status is reflected next to your Returns Request number.
       
      Pending Your returns request has been received
      Authorized Your returns request has been authorized
      Partially Authorized Your returns request has been partially authorized
      Processed and Closed We have received the returned item(s)
      Pending Your returns request has been resolved
      Closed

      Your returns request has been denied

    When will I receive my refund?
    Once we receive your return item(s), it will go through a quality check to ensure it’s in good condition and complies with our refund policy. This can take up to 3 working days.
     
    After the return has been approved, it takes up to 14 working days for the refund to be made to your payment services provider. Once we have processed your refund, you will receive a confirmation email from us.
     
    * Please note that your refund will take up to 21 working days if you have made your purchase during our online sales period.
     
    Please allow up to 7 working days for your account to be credited. If you do not receive your refund after 7 working days, please contact your payment processor directly for further information.

    We seek your understanding with delays to your refund caused by special events (e.g. online sales).
     
    Refunds
    Refunds will be based on the value of the merchandise as reflected on your invoice. Shipping and handling charges from your initial order will only be refunded if the return is due to a defective or wrong item. The refund will be issued by GR8FLEX to your original payment method. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

    How do I make an exchange?
    Our exchange policy is only applicable to defective or wrong item(s) received in your online order and has to be made within 30 days from receiving your order.

    Email us at support@gr8flex.ca with the subject title: Exchange Request – Your Order Number. Our customer service team will assist you with the returns process.
     
    Beyond these reasons, if you wish to change your item(s):
    • Submit a return request within 30 days of purchase via the returns procedure stated above
    • Make a new order

    Damages and issues
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

    Exceptions / non-returnable items
    Certain types of items cannot be returned.
    Unfortunately, we cannot accept returns on sale items or gift cards.

    Please note that an exchange is subject to stock availability and we reserve the right to do an exchange by way of an item(s) of a similar value, giving you a refund via the original payment method, or any other methods at the discretion of www.gr8flex.shop