Refund policy
Because your trust matters to us.
Grans aims to deliver products in the best possible condition. If you receive a damaged, expired, incorrect or otherwise compromised product, please follow the process below.
3.1 When You Can Request a Return, Replacement or Refund
You may submit a claim if:
- The product received is damaged.
- The product is expired at the time of delivery.
- The product received is incorrect or different from what was ordered.
- The product is not in acceptable condition because of an issue that occurred before or during delivery.
Eligible issues must be reported to Grans within 24 hours of delivery.
3.2 How to Submit a Claim
Step 1: Contact Grans
Contact our customer support team using the contact information on the website and provide your order number, name and contact details.
Step 2: Share Proof
Send clear photographs of the product, packaging, expiry information where relevant, and the condition in which the product was received.
Step 3: Follow Return Instructions
If Grans approves a physical return, you may be asked to send the product to a designated warehouse address in Lahore. Do not send any product back without first receiving return instructions from Grans.
3.3 Return Shipping Charges
If a return is approved because the product was damaged or expired, Grans will bear the applicable return shipping charges.
For other approved claims, Grans will communicate the applicable return arrangement when the claim is approved.
3.4 Opened Products and Change of Mind
For food and consumable products, Grans prioritizes product safety and hygiene.
If a product is not damaged, expired, incorrect or otherwise eligible under this policy, Grans does not accept a return simply because the package has been opened or the customer has changed their mind.
Please check your order carefully before opening food or consumable products.
3.5 Orders Returned Due to Delivery Failure
If an order cannot be delivered because of an incorrect or incomplete delivery address, unavailable recipient or another delivery failure attributable to the customer, the parcel may be returned to Grans.
Additional delivery arrangements or charges may apply if the customer requests re-dispatch.
3.6 Refund Amount
Where a refund is approved, Grans refunds the approved order/product amount.
The original Rs. 250 delivery charge is non-refundable because delivery is charged separately from the product/order amount.
3.7 COD Refund Method and Processing Time
For approved Cash on Delivery refunds, the customer will be asked to provide valid banking details.
Grans will process the approved refund to the customer-provided banking details within 7 working days from the date of refund approval.
The time taken for the amount to appear in the customer’s account may also depend on the receiving bank or financial institution.
3.8 Replacement or Refund
Depending on the circumstances of the claim and product availability, Grans may offer either a replacement product or a refund.
The appropriate resolution will be communicated after the claim has been reviewed and approved.
3.9 Important Notes
- Keep the original product and packaging until the claim has been reviewed.
- Provide clear photographs or other evidence when requested.
- Do not return products without first contacting Grans.
- Claims must be reported within 24 hours of delivery.
- Refunds and replacements are subject to verification and approval by Grans.
3.10 Talk to Grans
- Email: hello@grans.pk
- WhatsApp: +92-320-4111777