Refund policy

Return and Refund Policy

Last Updated: October 29, 2026

At GrabItems, we want you and your pets to be happy with your purchase. If something isn't right, we're here to help. Please review our return and refund policy below.

1. Return Eligibility

We offer a 30-day return window, starting from the date your order is marked as delivered.

To qualify for a return, the item must:

Be unused and in its original condition.
Be returned with its original packaging, accessories, and included parts, where applicable.
Include proof of purchase or a valid order number.

Items that have been used, damaged through misuse, or returned incomplete may not qualify for a change-of-mind return. This does not affect any rights you may have under applicable consumer protection laws.

2. Items That Cannot Normally Be Returned

For hygiene, safety, or product-condition reasons, certain items may not qualify for change-of-mind returns, including:

Used pet grooming or personal-care items.
Opened products that cannot reasonably be resold for hygiene or safety reasons.
Items clearly identified as non-returnable before purchase, where permitted by law.

These exclusions do not apply to defective, damaged, incorrect, or misrepresented products where a remedy is required by applicable law.

3. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery at [YOUR CUSTOMER SUPPORT EMAIL].

Please include:

Your order number.
A brief description of the issue.
Clear photos or a short video showing the issue, if reasonably available.

We will review your request and, as appropriate, arrange a replacement, refund, or another suitable resolution. You will not be charged return shipping for an approved return resulting from our error or a defective product.

Please contact us before returning any item so we can provide the appropriate instructions.

4. How to Request a Return

To start a return, email [YOUR CUSTOMER SUPPORT EMAIL] with the subject line "Return Request – Order #[Your Order Number]".

Please include your order number and the reason for your return.

Our team will review your request and provide return instructions, including the correct return address when applicable.

Please do not send items to the supplier or fulfillment warehouse without our authorization. Returns sent to an unapproved address may be delayed or may not be received.

5. Return Shipping Costs

For approved change-of-mind returns, the customer is responsible for return shipping costs unless otherwise stated or required by law.

For items that arrive damaged, defective, or incorrect, GrabItems will cover reasonable return shipping costs where a return is required and approved.

Original shipping charges, if any, are generally non-refundable for change-of-mind returns, except where required by applicable law or where the refund relates to our error.

6. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method.

Please allow up to 10 business days for us to process an approved refund after inspection. After processing, your bank or payment provider may require additional time to make the funds available.

If you have not received your refund after this period, please contact us at [itemsgrab@gmail.com].

7. Replacements and Exchanges

If your item arrives damaged, defective, or incorrect, we may offer a replacement or another appropriate resolution, depending on the circumstances and applicable law.

Exchanges for other reasons are subject to product availability and approval.

8. Order Cancellations

If you need to cancel an order, contact us as soon as possible.

Cancellation requests can be accommodated when an order has not yet been processed for fulfillment or shipped. Once an order has been fulfilled or shipped, cancellation may no longer be possible, and the applicable return policy will apply.

Nothing in this section limits any cancellation or refund rights provided by applicable law.

9. Missing or Delayed Orders

If your order has not arrived within the delivery timeframe stated in our Shipping Policy, contact us with your order number.

We will investigate the shipment and work with our fulfillment partner or shipping carrier to determine the next steps. If an order is confirmed lost or another remedy is required by law, we will provide an appropriate resolution.

10. Refund Policy Exceptions

We reserve the right to review return requests individually and to decline requests that do not meet the applicable return conditions, where permitted by law.

Nothing in this policy excludes or limits any consumer rights or remedies that cannot legally be excluded or limited.