Grenaro Cancellation, Return & Refund Policy

1. Order Cancellation Policy

✅ Order not yet shipped / not handed over to the delivery partner

• Cancellation Eligibility: Full cancellation allowed for any reason
• Fee Rules: 100% free cancellation, no fees deducted

⚠️ Order has been shipped (prepaid/COD), but not yet out for delivery

• Cancellation Eligibility: Allowed for buyer’s personal reasons
• Fee Rules: A fixed fee of ₹100 + 10% of the total order amount will be charged. 

❌ Order is out for delivery / already delivered

• Cancellation Eligibility: Cancellation not allowed
• Rules: You may initiate a return request only in accordance with the Return & Refund Policy below

Additional Rules for COD (Cash on Delivery) Orders

1. For confirmed COD orders, any cancellation request after shipment will be subject to the fixed ₹100 fee + 10% of the order amount, as stated above. We reserve the right to restrict or permanently disable your COD ordering privileges for repeated cancellation after shipment.

2. Return & Refund Policy

2.1 Eligible Return Scenarios & Mandatory Timelines

Scenario 1: Physical Damage on Delivery

• Eligibility: Product received has visible physical damage, broken parts or missing accessories caused during transit.
• Mandatory Timeline: You must contact our customer service team within 24 CALENDAR HOURS of receiving the package. Requests received after this 24-hour window will not be entertained under any circumstances.
• Mandatory Proof: You must provide a complete, unedited unboxing video, starting from the fully sealed package, covering the entire opening process, and with clear, continuous footage of the damaged product/accessories. Videos with pre-broken seals, edited content, or incomplete footage will be rejected immediately.
• Refund Rules: Upon verification of the damage, we will provide a full refund of the order amount, or a free brand-new replacement (at your discretion), with zero fees deducted.

Scenario 2: Product Functional/Performance Defects

• Eligibility: Product has manufacturing defects, non-functional core features, or performance issues that do not match the official product description.
• Mandatory Timeline: You must contact our customer service team within 3 CALENDAR DAYS of receiving the package. Requests received after this 3-day window will not be entertained under any circumstances.
• Mandatory Proof: You must provide a complete unboxing video, plus a clear testing video showing the functional/performance defect at the time of unboxing. We will not accept claims of defects that occur after the initial unboxing period, or without valid video proof.
• Refund Rules: Upon verification of the defect, we will provide a full refund of the order amount, or a free brand-new replacement (at your discretion), with zero fees deducted.

Scenario 3: 3-Day No Questions Asked Return

• Eligibility: You have changed your mind about the purchase, with no quality issues with the product.
• Mandatory Timeline: You must contact our customer service team within 3 CALENDAR DAYS of receiving the package. Requests received after this 3-day window will not be accepted.
• Non-Negotiable Eligibility Conditions:
  1. The product must be completely unopened, unused, unactivated, with all original factory seals, packaging, tags, labels, accessories and free gifts fully intact.
  2. Any product that has been opened, tested, used, or has its seal broken will NOT be eligible for this 3-day no questions asked return policy, regardless of usage duration.
  3. The product must have no scratches, damage, or tampering that would affect its secondary sale.
  
  
• Refund Rules: For eligible returns, a fixed fee of ₹100 + 10% of the total order amount will be deducted from the refund amount. You will be fully responsible for the return shipping cost to our warehouse. Refund will only be processed after we receive and verify that the returned product meets all eligibility conditions.

2.2 Non-Eligible Return Requests (Rejected Without Exception)

1. Requests initiated after the mandatory timelines (24 hours for physical damage, 3 days for functional defects and no questions asked returns)
2. Product has been opened, used, activated, damaged, or tampered with by the user (including but not limited to scratches, water damage, disassembly, modification, or removal of original serial numbers/tags)
3. Missing original factory seals, packaging, accessories, free gifts, or documents that affect secondary sales
4. No valid unboxing/testing video to prove the product issue at the time of delivery
5. Damage caused by improper use, accidental damage, negligence, or unauthorized repair by the user
6. Product issues caused by compatibility with third-party devices, normal wear and tear, or factors unrelated to manufacturing defects
7. Repeated returns or malicious return requests from the same user

3. Return & Refund Process

1. Initiate Request: Contact our customer service team within the eligible timeline, and provide your order number, issue details, and all required supporting videos/photos.
2. Request Review: Our team will review your request and supporting materials within 24-48 working hours, and inform you of the approval/rejection result.
3. Return Shipment: For approved requests, we will provide the official return warehouse address and shipping guidelines. You must ship the product back to us within 7 days of approval, and share the tracking number with our team immediately.
4. Product Verification: Once we receive the returned product, our quality team will verify the condition of the product and supporting materials within 3-5 working days.
5. Refund Processing: After successful verification, we will initiate the refund in accordance with the fee rules outlined in this policy.

4. Non-Acceptance / Return to Origin (RTO) Order Policy

4.1 Buyer’s Responsibility RTO Cases

• Refusal to accept the order without any valid product quality issue
• Incorrect/incomplete delivery address provided by the buyer
• Recipient unavailable to receive the package after 3 valid delivery attempts
• Recipient did not respond to the delivery partner’s calls/messages for delivery coordination
• Buyer changed their mind about the purchase after the order was shipped

1. For all the above cases, regardless of whether the order is prepaid or COD, a fixed fee of ₹100 + 10% of the total order amount will be charged.
2. For prepaid orders: The fee will be deducted from the refund amount before processing.
3. For COD orders: As no payment was made at the time of delivery, the fee will be recorded in your official website account. You must settle this outstanding fee before you can place any new orders on our platform. We also reserve the right to permanently restrict or disable your COD ordering privileges, and blacklist your account for repeated RTO incidents.
4. No refund will be processed for orders that are returned to origin after 30 days of shipment, due to prolonged non-cooperation from the recipient.

4.2 Seller/Delivery Partner’s Responsibility RTO Cases

5. Refund Timeline & Payment Methods

Prepaid Online Payment (UPI, Debit/Credit Card, Net Banking)

• Refund Timeline: 5-7 working days after refund initiation
• Notes: Refund will be credited to the original account used for payment. The final credit timeline is subject to your bank/payment provider’s processing rules.

COD (Cash on Delivery)

• Refund Timeline: 3-5 working days after verification
• Notes: Refund will be processed only to the UPI ID / bank account provided by you. Our team will confirm your account details before initiating the refund.

6. Customer Service Contact Information

• WhatsApp (Fastest Response): +91 9667585067 (Mon-Sun, 9AM to 9PM IST)
• Email: customer_service@grenaro.com (Response within 24 working hours)
• Phone Support: +91 9667585067 (Mon-Sat, 10AM to 7PM IST)

7. General Terms

1. We reserve the right to update or modify this Cancellation, Return & Refund Policy at any time, without prior notice. Any updates will be posted on this page, with the latest updated date clearly marked. Your continued use of the website after the update constitutes your acceptance of the revised policy.
2. In case of any disputes, our decision will be final and binding, subject to the jurisdiction of the consumer courts in India.
3. This policy does not affect your statutory rights under the Consumer Protection Act, 2019 of India.