Return & Refund Policy
We want you to love what you order. But we understand that sometimes things don’t work out – the fit isn’t quite right, the color looks different in person, or you simply changed your mind.
Here’s how we handle returns, exchanges, and refunds. We’ve kept it as simple as possible.
Quick Reference
| Issue | Time Limit | What You Get |
|---|---|---|
| Change of mind / doesn’t fit | Within 7 business days of delivery | Refund (item must be unused, with tags) |
| Wrong item received | Within 30 business days of delivery | Replacement of the correct item |
| Defective or damaged product | Within 30 business days of delivery | Replacement of the same item |
| Customized products | Not eligible for return | Please check product page for details |
1. Cancellations
Changed your mind right after placing an order? Contact us immediately at service@grptrade.com and we’ll do our best to stop it before it ships.
Once your order has been processed and handed over to the carrier, we can no longer cancel it. At that point, you’re welcome to return it after delivery following our return policy below.
2. Order Processing & Shipping Timeline
Here’s what you can expect from the moment you click “Place Order”:
- Processing Time: 1–3 business days (this is the time between your order being placed and it leaving our warehouse)
- During peak seasons (Black Friday, holidays, major sales): processing may take up to 7 business days
- Standard Shipping Time: 5–7 business days after your order ships (weekends and public holidays are not counted as business days)
So from order placement to your doorstep, you can typically expect delivery within 6–10 business days – a little longer during busy seasons.
3. Tracking Your Order
Once your order ships, you’ll receive a tracking number via email.
Please allow up to 72 hours for the tracking link to become active – carriers need time to scan your package into their system. If you don’t see the email in your inbox, check your spam folder.
Your tracking page will show an estimated delivery date and status updates. For specific delivery issues, you can contact the carrier directly using the details on the tracking page. If the estimated delivery window has passed and you still haven’t received your package, reach out to us at service@grptrade.com – we’ll look into it for you.
4. Returns (for refund)
If you’re not completely satisfied with your purchase, you may return it for a refund.
Return window: Within 7 business days of delivery
Condition: Items must be brand new, unused, and unwashed, with all original tags, packaging, and accessories intact
We cannot accept returns of:
- Opened or worn items
- Items with missing tags or packaging
- Customized products (please check the product page for details)
Refund amount: The purchase price of the item will be refunded. Shipping charges are non-refundable unless the return is due to our error.
Important: Purchases made on our website must be returned to our online store – we do not accept returns to physical retail locations (we don’t have any).
5. Exchanges
If you receive a wrong item or a product with quality issues, we’ll replace it with the correct or same item.
Exchange window: Within 30 business days of delivery
How it works: Contact us at service@grptrade.com to initiate the exchange. We’ll guide you through the process and arrange for the replacement.
For exchanges related to size or color preference (not a quality issue), please follow the standard return process above – return the original item for a refund and place a new order.
6. How to Start a Return or Exchange
- Email us at service@grptrade.com with your order number and the reason for your return or exchange
- We’ll respond with return instructions and the address to send your package
- Pack the item carefully to prevent damage during transit (we recommend using the original packaging if possible)
- Ship the package back to us (shipping costs for returns are your responsibility, unless the return is due to our error)
We’ll process your refund or exchange as soon as we receive and inspect the returned item.
7. Important Delivery Notes
We ship from multiple warehouses. If you order several items, they may arrive in separate packages – this is normal, depending on inventory availability.
We do not control local delivery processes. If there are issues with the carrier’s delivery (e.g., delayed, lost, or left at the wrong address), you may need to contact the carrier directly. You can find their contact information through your tracking link. Our team is also here to help – just email us and we’ll assist however we can.
Questions?
If anything above isn’t clear, or if you have a situation not covered here, just email us:
service@grptrade.com
We read every message personally and will get back to you within 24 hours on business days.
Auris Capital Limited
NO. 16 SHING YIP STREET KOWLOON, Hong Kong, Hong Kong, 000000
service@grptrade.com