1. Help Center
  2. General FAQ
  3. Checkout & Return

Positive Grid Product Return & Refund Policy

Return & Refund Policy

When returning a 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 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.
  • 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.
  • Mobile App Purchases: Refunds for apps and in-app purchases made on the App Store or Google Play must be requested directly from Apple or Google, as Positive Grid does not have access to payments processed on these platforms.

How to Return

To return an item to Positive Grid, please follow these steps:

Hardware Product Return Process:

  1. 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)

     

  2. 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.

       

  3. 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.

       

  4. 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.

       

  5. 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.

 

Desktop Software Refund Process:

  1. 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)

       

  2. Processing: Upon approval, Positive Grid will issue a full refund to the original payment method.


iOS/Android Apps Refund Process:

Refunds for apps or in-app purchases made on the App Store or Google Play must be requested directly from Apple or Google. Positive Grid does not have access to payments processed by these platforms.

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:

  • 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.

  • 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.

FAQ

Q: Can I return hardware purchased from Positive Grid if I’m dissatisfied?
A: Yes, you may return your hardware within 30 days of receipt for a full refund (excluding shipping costs). Follow the steps outlined in our return process to initiate your return.
Q: What if my hardware product has issues within 30 days of delivery? Can I request a replacement or refund?
A: If your hardware experiences issues within 30 days of delivery and is covered by Positive Grid’s warranty, you are eligible for a replacement or full refund at no additional cost. Contact Customer Support to start the troubleshooting and return process.
Q: What if I don’t have the original packaging?
A: You can still return the item, but a $20 restocking fee will be deducted from your refund if the original packaging is missing.
Q: Are personalized hardware products refundable?
A: No, personalized products are non-refundable. Changes or cancellations cannot be made once a design is submitted and the order is processed.
Q: Can I return my Positive Grid desktop software?
A: Yes, you may request a refund for desktop software within 30 days of purchase, provided it was purchased directly from Positive Grid’s online store. Software bought from other retailers or app stores is not eligible for a return through Positive Grid.
*Refunds are not available for software purchased from other dealers.
Q: How can I get a refund for iOS/Android apps and in-app purchases?
A: For apps or in-app purchases on the App Store or Google Play, contact Apple or Google directly, as Positive Grid cannot process refunds for purchases made on these platforms.
Q: How long will it take to receive my refund?
A: Refunds are typically processed within 10 business days after Positive Grid receives the returned item. The refund will be credited to the original payment method. If you no longer have access to the original payment method, please contact your bank or payment provider to retrieve the funds.
Was this article helpful?
225 out of 723 found this helpful
Need More Help? Contact Us