After-Sales Policy
Our Commitment
Grab&Go is committed to providing customers with access to quality products from trusted suppliers around the world. We strive to offer a reliable and transparent shopping experience and will provide reasonable assistance when after-sales issues arise.
Eligibility for Returns or Exchanges
If you believe that an item arrived damaged, defective, or significantly different from its description, please contact our Customer Service Team within 24 hours of delivery and provide:
- Clear photographs of the product and packaging;
- An unedited unboxing video whenever possible;
- Your order number and a description of the issue.
Claims submitted without sufficient evidence may not be eligible for review.
Items Not Eligible for Return or Exchange
Returns, exchanges, or refunds generally cannot be accepted under the following circumstances:
- The product has been used, worn, washed, modified, or damaged after delivery;
- No reasonable evidence is provided to demonstrate that the issue existed upon arrival;
- The issue results from misuse, improper handling, normal wear and tear, or accidental damage after receipt;
- The request is submitted outside the required reporting period.
Cross-Border After-Sales Support
Grab&Go operates as a cross-border sourcing and shopping platform. When a valid after-sales claim is submitted, Grab&Go will assist customers by communicating and coordinating with the original supplier or merchant.
However, customers should understand that international purchases involve cross-border transportation, customs procedures, supplier verification, and communication across different countries and time zones.
As a result, after-sales cases may require longer processing times and may involve higher costs.
Responsibility Statement
Grab&Go acts as a sourcing and coordination platform.
Product quality responsibility remains with the original supplier or manufacturer.
Transportation-related risks and liabilities remain with the relevant logistics provider.
Grab&Go will make reasonable efforts to assist customers, communicate with suppliers, and seek fair solutions whenever possible.
Processing Time
After receiving all required information, Grab&Go will review the case and begin communication with the supplier.
Processing times may vary depending on:
- Product category;
- Supplier response time;
- Logistics verification requirements;
- Cross-border transportation and customs procedures.
Reservation of Rights
Grab&Go reserves the right to determine whether a reported issue existed at the time of delivery based on the evidence provided.
Claims that cannot reasonably demonstrate that the issue existed upon arrival may be declined.
By placing an order, customers acknowledge and accept the nature of cross-border procurement and the limitations, timelines, and costs associated with international after-sales support.
