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Refund Policy

Overview

GridGear Solutions Ltd. is committed to delivering quality products and services. This Refund Policy outlines the conditions under which returns, exchanges, and refunds are accepted. All sales are subject to the terms below. By placing an order with GridGear Solutions, you agree to this policy.

Standard Product Returns

Unopened and unused standard stock products (GG Meter, GG2 Meter) may be returned within 30 days of the delivery date, provided the following conditions are met:

  • The product is in its original, undamaged packaging

  • The product has not been installed, wired, or powered on

  • A Return Merchandise Authorization (RMA) number has been obtained prior to return shipment

  • Proof of purchase is provided

Returns that meet all conditions above will be refunded to the original payment method, less a 15% restocking fee. Shipping costs are non-refundable. The customer is responsible for all return shipping costs and must ensure the product is adequately packaged to prevent damage in transit. GridGear Solutions is not responsible for products damaged during return shipping.

How to Request a Return

To initiate a return, contact us within 30 days of delivery:

Email: info@gridgear.ca Phone: +1 888-513-1392

Include your order number, the product you wish to return, and the reason for the return. We will respond within 2 business days with an RMA number and return shipping instructions. Products returned without an RMA number will not be accepted and will be returned to the sender.

Custom and Made-to-Order Products

The following products are non-refundable and non-returnable once production has commenced:

  • Multi-Meter Units (MMU) of any configuration

  • Custom-labelled meters and enclosures

  • Pre-programmed radio assemblies

  • Any product built to customer-specific requirements

Custom orders represent a significant investment of materials and labour specific to your project. If you need to cancel a custom order, contact us immediately at info@gridgear.ca. Cancellations may be accepted before production begins at our discretion. Once production has started, no cancellation or refund will be issued.

Defective or Incorrect Products

If you receive a product that is defective or does not match your order, contact us within 5 business days of delivery at info@gridgear.ca. Include your order number, a description of the issue, and photographs where applicable.

Defective products confirmed by our team will be repaired, replaced, or refunded at GridGear Solutions' discretion, at no cost to the customer. This does not affect your rights under the GridGear 10-year product warranty for defects arising after installation.

Products Damaged in Shipping

If a product arrives visibly damaged, note the damage with the carrier at the time of delivery where possible. Contact us within 48 hours of delivery with your order number and photographs of the damaged packaging and product. We will file a carrier claim and arrange a replacement or refund once the claim is processed.

Failure to report shipping damage within 48 hours may affect our ability to pursue a carrier claim and may limit our ability to issue a replacement.

Installed or Used Products

Products that have been installed, wired, powered on, or modified in any way are not eligible for return or refund unless they are confirmed defective under the product warranty. Installation constitutes acceptance of the product's condition at the time of delivery.

Services

All service fees, including Remote Installation Support, MEP Drawing Analysis and Spec'ing, Custom Solutions for Rework Designs, Radio Programming, and Custom Unit Labelling, are non-refundable once the service has been performed or commenced. If a service has been scheduled but not yet started, contact us as soon as possible and we will assess cancellation on a case-by-case basis.

Refund Processing

Approved refunds will be processed within 10 business days of GridGear Solutions receiving and inspecting the returned product. Refunds will be issued to the original payment method. Processing times may vary depending on your financial institution.

Governing Terms

This Refund Policy is governed by the laws of British Columbia, Canada. For any disputes arising from a return or refund request, the parties agree to first attempt resolution through direct communication before pursuing legal remedies.

Contact

For any questions or concerns regarding this policy, contact us at:

Email: info@gridgear.ca Phone: +1 888-513-1392 Address: #340 – 17 Fawcett Road, Coquitlam, BC, Canada V3K 6V2

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