Return & Exchange Policy

Return & Exchange Policy

Effective Date: 28-5-2025

Applies To: All purchases made through our website.

1. General Conditions

At GrandMaster, we are committed to providing premium-quality commercial coffee equipment, grinders, and spare parts. Due to the technical nature of our products, all returns and exchanges are subject to strict terms to protect product integrity and ensure operational safety.

2. Return Eligibility
   Returns or exchanges may be requested within 7 calendar days of receiving the order if:
   • The product is damaged or defective upon delivery.
   • An incorrect item was delivered.
   • The item is unused, in its original condition, with complete original packaging, including all manuals, accessories, and the original invoice.
   • There is a clear error or misrepresentation in the product description on our website.

Returned items must pass inspection before approval. Items that do not meet the criteria will be rejected and returned to the customer at their expense.

3. Non-Returnable Items

Returns are not accepted in the following cases:

• Spare parts that have been installed, used, or show signs of tampering.
• Items damaged due to improper use, negligence, or incorrect installation.
• Electrical components that have been unsealed or tested.
• Custom-made or special-order products.
• Products purchased under clearance, final sale, or promotions, unless proven defective.

4. Shipping & Handling Policy

• Shipping and handling fees are non-refundable under all circumstances, including cases of accepted returns, defective items, or order cancellations.
• Customers are responsible for returning shipping costs, unless the return is due to an error made by our team.

5. Return Procedure

To initiate a return:

Contact our support team at [email protected] or website live chat within 7 days of delivery.

Provide:

• Order number.
• Description of the issue.
• Clear photos/videos showing the product and packaging.

• Wait for return authorization. Unauthorized returns will be declined.
• Pack the product securely and return it using a reliable, tracked courier.

6. Refunds
   • Once the returned item is received and inspected, we will notify you of the approval or rejection.
   • If approved, refunds are issued within 7–14 business days to the original payment method.
   • In Cash on Delivery (COD) orders, refunds will be provided as store credit or via bank transfer, after deducting service and shipping charges.

7. Exchanges

• Exchanges depend on product availability.
• All exchange requests are processed through the same return procedure.
• Any price difference will be charged or refunded accordingly.

8. Warranty Claims

Warranty-related claims are handled separately. Please refer to our Warranty Policy. Warranty coverage does not override or replace return conditions.

9. Contact Information

– Email: [email protected]

– Or through customer support in website chat

Note: working hours is from 8:00 am – 5:00 pm