Return & Refund Policy

Gretex Industries Limited is committed to delivering your order in perfect condition. However, we understand that issues can occasionally occur. We accept return requests only in the following two situations:

• Damaged on Arrival — the product was physically damaged during transit and arrived in a broken or unusable condition.
• Wrong Item Sent — you received a product that is different from what you ordered (incorrect model, variant, or item).

Returns are not accepted for reasons including change of mind, personal preference, product not matching expectations that were not stated on the product listing, or missing accessories that were not listed as included.

To be eligible, the returned item must meet the following conditions:

• The request was raised within 48 hours of delivery
• The item is in the same condition as when delivered — not further damaged, used, or tampered with
• Original packaging, box, and any included items are present
• Clear photographs of the product and outer packaging are uploaded at the time of the request
• An unboxing video recorded at the time of delivery is provided — this is mandatory and cannot be substituted

1. Log in to your account at store.gretexindustries.com
2. Go to My Orders and open the delivered order
3. Tap Raise Return (visible only within 48 hours of delivery)
4. Select the reason: Damaged on Arrival or Wrong Item Sent
5. Upload clear photographs of the product and outer packaging from multiple angles
6. Upload the unboxing video recorded at the time of delivery — this is mandatory
7. Submit the request — our team will respond within 48 hours

If you face difficulty raising the request online, contact our customer care immediately within the 48-hour window.

Once your return request is reviewed and approved, our logistics team will arrange a reverse pickup from your delivery address. You will receive a notification with the expected pickup date. Please ensure the item is securely repacked in its original packaging for the pickup.

The customer is responsible for the cost of the return shipment. You may choose to use any reputable courier service. Please retain the shipping receipt and tracking number.

If the return is confirmed as valid after quality inspection at our warehouse, Gretex Industries Limited will reimburse the return shipping cost in full. The reimbursement amount will be based on the actual cost shown on your shipping receipt and will be added to your refund.

Once the returned item reaches our warehouse, it undergoes a quality inspection to verify the stated reason (damaged or wrong item). This typically takes 2–3 business days from receipt.

• Claim confirmed → Full refund initiated + return shipping cost reimbursed
• Claim not confirmed → Item returned to you; no refund issued; return shipping not reimbursed

Approved refunds are processed within 7 working days of inspection completion. Funds are credited to the original payment source (UPI, card, or bank account). The exact credit date depends on your bank or payment provider.

The following will result in the return being rejected:

• Request raised more than 48 hours after delivery
• Product shows signs of use, mishandling, or damage not present at delivery
• Original packaging and box not returned with the item
• Unboxing video not provided
• Photographs not provided or do not support the stated reason
• Return initiated for any reason other than damaged on arrival or wrong item sent

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, complaints may be escalated to our Grievance Officer if not resolved through standard customer care.