Return & Refund Policy
When returning a hardware product purchased online from Positive Grid, please keep the following guidelines in mind:
- Return Window: You have 30 calendar days from the date you received your item to initiate a return.
- Direct Purchases Only: Only items purchased directly from Positive Grid’s online store can be returned to us. Positive Grid hardware products bought through other retailers must be returned according to their respective return and refund policies.
- Repackaging: Ensure that your return is packaged with all original accessories, such as cords, adapters, and documentation, included in the original shipment. Items that are missing components may not be eligible for a full refund.
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Return Authorization (RA): Before returning any item, you must contact Positive Grid Customer Support to obtain a Return Authorization (RA) number. Returns without an RA number cannot be tracked or processed.
Non-Returnable Items
Please note that the following items are not eligible for return:
- Personalized Products: Custom-designed or personalized items cannot be returned once your order is processed.
How to Return
To return an item to Positive Grid, please follow these steps:
Hardware Product Return Process:
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Contact Customer Support
- Go to Order & Shipping > Request for refund/replacement on the Positive Grid Customer Support page.
- Provide the following details:
- Your order number
- The email address associated with the order
- The reason for your return (e.g., sound quality, feature preferences)
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Obtain a Return Authorization (RA) Number
- If your return is approved, Positive Grid will provide a Return Authorization (RA) number. This RA number is required for tracking and processing your return.
*Packages received without an RA number will be considered invalid, our service center will be unable to track or process a refund for any unauthorized return.
- If your return is approved, Positive Grid will provide a Return Authorization (RA) number. This RA number is required for tracking and processing your return.
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Pack Your Item for Return
- Repackage the item in its original packaging, including all cords, adapters, and documentation that came with it. Missing components may affect your refund eligibility.
If the original packaging is unavailable, you may still return the item; however, a $20 restocking fee will be deducted from your refund.
- Repackage the item in its original packaging, including all cords, adapters, and documentation that came with it. Missing components may affect your refund eligibility.
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Ship the Item
- Use a trackable shipping method to return the item to Positive Grid. Customers are responsible for return shipping costs unless otherwise specified.
- Use a trackable shipping method to return the item to Positive Grid. Customers are responsible for return shipping costs unless otherwise specified.
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Confirmation of Return
- Once Positive Grid receives and processes your return, you’ll receive a confirmation email. Refunds typically take up to 10 business days to appear on your original payment method.
Refund
Once Positive Grid receives and processes your returned item, your refund will be initiated. The way your refund is issued depends on your original payment method:
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Credit or Debit Card: Refunds will be sent to your card-issuing bank within 10 business days of processing your returned item. For specific timing on when the credit will post to your account, please contact your card-issuing bank.
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Third-Party Payment Services: For payments made using third-party services (e.g., Afterpay), please reach out directly to the service provider, as Positive Grid does not handle these transactions directly. Processing times and fees may vary based on provider policies.
Positive Grid does not currently offer exchanges. If you would like a different product, please initiate a return following the standard return process, then place a new order for the desired item. Refunds for the returned item will be processed according to the original payment method as outlined above.