Effective date: September 12, 2026

Refund & Exchange Policy

GradeZO wants customers to have a clear, fair process for resolving product issues. This policy explains when returns, exchanges and refunds may be available. Nothing in this policy removes or restricts any mandatory consumer rights that apply to you under the laws of your country.

1. Contact us before a dispute

Please contact GradeZO Support as soon as reasonably possible when an order has a problem. Give us the order number, product name, reason for the request and photographs or other reasonable evidence where relevant. We may ask for additional information to verify the order and assess the issue.

2. Eligible returns and exchanges

Eligible products may qualify for a return or exchange when they are damaged in transit, materially defective, incorrect, incomplete, or otherwise covered by the product listing, order terms or applicable law. Some products have special conditions shown on the product page before purchase.

Items generally must be returned in the condition required by the applicable return instructions. Products that have been used, altered, installed, washed, personalised or damaged after delivery may be ineligible unless the issue is a covered defect or applicable law provides otherwise.

3. Change-of-mind and consumer cancellation rights

Where applicable law gives a customer a cancellation or cooling-off right for an online purchase, GradeZO will honour that right in accordance with the law applicable to the transaction. Specific statutory exceptions may apply to personalised, made-to-order, hygienic or other exempt goods.

4. Custom, personalised and made-to-order items

Custom-made or personalised goods, including certain shoes, furniture, clothing and other specially produced items, may be non-returnable for change of mind once production has begun, except where applicable law provides a cancellation right or the product is faulty, damaged or not as described.

5. Refund method

Where a refund is approved, GradeZO may offer GradeZO wallet credit for eligible orders when permitted by law and accepted by the customer. Wallet credit may be used for future eligible purchases and remains subject to the applicable wallet terms.

Where a refund must legally be made to the original payment method, or where GradeZO determines that the original method is appropriate, the refund will be processed back through the relevant payment provider.

6. Refund timing

GradeZO will process approved refunds within the timeframe reasonably required by the applicable workflow and payment provider. After GradeZO submits a refund to a payment provider, the time for the funds to appear can depend on the provider and the customer’s financial institution.

7. Return shipping and delivery damage

Where the product is defective, damaged on arrival, incorrect, or otherwise requires a remedy under applicable law, GradeZO will determine the appropriate return or replacement process. For change-of-mind returns, the customer may be responsible for return shipping where permitted by law and disclosed in the applicable terms.

8. Exchanges

Exchanges are subject to product availability. Where the requested replacement is unavailable, GradeZO may offer another lawful remedy, including a refund or wallet credit where permitted.

9. Non-returnable or restricted categories

Certain goods may be excluded from ordinary change-of-mind returns because of hygiene, safety, personalization, perishability, software or digital activation, or other legal or product-specific restrictions. Any applicable exclusion should be disclosed in the product information or order terms.

10. Fraud, abuse and repeated misuse

GradeZO may investigate patterns of suspected fraud, false claims, serial abuse of returns, payment misuse or other conduct that threatens customers, sellers or the marketplace. We may delay a remedy while reasonable verification is completed, subject always to mandatory consumer rights and applicable law.

11. Chargebacks and payment disputes

Customers should contact GradeZO first so we can investigate and attempt to resolve order problems promptly. Using a payment dispute process remains the customer’s legal right where applicable. We may provide relevant order, delivery and support records to a payment provider when responding to a dispute.

12. Marketplace and third-party fulfillment

Some products may be supplied or fulfilled by third-party sellers or fulfillment partners. GradeZO may coordinate the resolution while applying the applicable product, seller and marketplace terms. The customer will not lose mandatory consumer protections merely because a third party participates in fulfillment.

13. Policy updates

We may update this policy to reflect changes in products, fulfillment, payment systems, consumer law or marketplace operations. The applicable version is the version in effect for the relevant transaction, subject to mandatory legal rights.

14. Contact

Please use GradeZO customer support and include your order number. We will assess the issue and provide the next available remedy consistent with the order terms and applicable law.