Refund policy

Effective Date: 29 August 2026
Brand: ExtraGrit
Customer Support Email: extragrit@gmail.com
Place of Business: Delhi, India

This Return, Refund, Cancellation & Dispute Resolution Policy (“Policy”) governs all purchases of products sold under the brand name ExtraGrit (“ExtraGrit”, “Seller”, “we”, “us” or “our”) through our website, online store, marketplace, social-media platform or any other authorised sales channel.

The person placing an order or purchasing a product shall be referred to as the “Customer”, “Buyer” or “you”.

By placing an order, making payment, accepting delivery or otherwise proceeding with a purchase, you acknowledge that you have read and accepted this Policy, subject always to rights and remedies that cannot lawfully be excluded.

1. ORDER CANCELLATION

1.1 Cancellation Before Order Processing

A Customer may request cancellation by sending an email to:

extragrit@gmail.com

The request must contain the order number and sufficient details to identify the order.

Cancellation may be considered only if the request is received before the order has entered processing, production, preparation or fulfilment.

1.2 Cancellation After Processing Has Commenced

Once an order has entered processing, production, preparation, packaging or fulfilment, it ordinarily cannot be cancelled merely because the Customer has changed their mind or no longer wants the product.

1.3 Cancellation Is Not Automatic

Sending a cancellation request does not itself cancel an order.

Cancellation shall be effective only when ExtraGrit confirms the cancellation in writing.

1.4 Permitted Deductions

Where cancellation is accepted, ExtraGrit may deduct, to the extent legally permissible, amounts reasonably attributable to:

Processing already undertaken;
Product preparation or production costs;
Procurement costs;
Payment gateway and transaction charges;
Packaging and handling expenses;
Shipping or logistics charges already incurred;
Taxes or statutory charges that cannot be recovered; and
Other reasonable costs actually incurred in relation to the order.

2. CHANGE OF MIND — NO RETURN OR REFUND

Subject to mandatory rights under applicable law, ExtraGrit does not ordinarily accept returns or provide refunds merely because a Customer:

Has changed their mind;
No longer wants the product;
Ordered the wrong size;
Selected the wrong colour;
Selected the wrong design;
Selected the wrong product;
Entered an incorrect name, text, image, address or other information;
Ordered more than required;
Purchased the product by mistake;
Does not like the product after receiving it where the product conforms to the order;
Finds that the product does not suit their personal preference; or
Has otherwise changed their personal preference after placing the order.

This provision shall not apply where a refund, replacement or other remedy is mandatorily required by applicable law.

3. CUSTOMER'S RESPONSIBILITY FOR ORDER DETAILS

The Customer is responsible for carefully checking all information submitted while placing the order, including:

Product;
Size;
Colour;
Quantity;
Design;
Spelling;
Personalised text;
Images or artwork supplied by the Customer;
Shipping address;
Telephone number; and
Other order details.

ExtraGrit shall not ordinarily be responsible for errors introduced by the Customer while placing the order.

Where a Customer provides incorrect or incomplete information and the order has already entered processing, ExtraGrit may not be able to cancel, modify or refund the order.

4. DAMAGED, DEFECTIVE OR INCORRECT PRODUCT

ExtraGrit will consider a replacement or refund where the product supplied is established to be:

(a) Materially defective due to a manufacturing or printing error;

(b) Materially damaged before or during delivery;

(d) Supplied in an incorrect size, colour or design due to an error attributable to ExtraGrit; or

(e) Otherwise not in conformity with the order, subject to applicable law.

The Customer must notify ExtraGrit at:

extragrit@gmail.com

within 48 hours of delivery.

The complaint should include:

Order number;
Customer's name;
Photographs clearly showing the alleged defect, damage or error;
Photographs of the packaging, where relevant;
A description of the problem; and
Any other information reasonably requested by ExtraGrit.

5. UNBOXING / DELIVERY EVIDENCE

For damaged, defective, incorrect or materially disputed orders, ExtraGrit may request photographs or video of the package and product.

Customers are therefore strongly advised to retain the original packaging until the order has been satisfactorily verified.

Where a product is alleged to have been damaged during delivery, photographs of the external packaging may be required for investigation with the logistics provider.

Failure to provide reasonably requested evidence may affect ExtraGrit's ability to verify the claim, subject to the Customer's rights under applicable law.

6. CLAIM VERIFICATION

6.1 Verification Before Refund or Replacement

ExtraGrit shall be entitled to reasonably investigate and verify every claim before approving a replacement or refund.

6.2 Evidence

The Customer shall provide reasonable information and evidence necessary to establish the alleged defect, damage, wrong product or other claim.

6.3 No Refund Merely on Allegation

A refund or replacement shall not become automatically payable merely because the Customer alleges that a product is defective, damaged, incorrect or unsatisfactory.

6.4 Physical Inspection

Where reasonably necessary, ExtraGrit may require the product to be returned for inspection before deciding the claim.

6.5 Genuine Claims

Where the claim is established, ExtraGrit may, depending upon the circumstances and subject to applicable law, provide:

A replacement;
Reproduction of the product;
Rectification;
Store credit; or
Refund.

The remedy shall be determined having regard to the nature of the issue and the circumstances of the case.

7. REPLACEMENT POLICY

Where a genuine product, printing, quality or fulfilment issue attributable to ExtraGrit is established, ExtraGrit may, at its discretion and subject to applicable law, provide a replacement rather than a refund where replacement reasonably resolves the issue.

A replacement product may be prepared specifically for the Customer and may therefore be subject to the same processing and dispatch procedure as the original order.

8. WRONG SIZE SELECTED BY CUSTOMER

The Customer is responsible for selecting the correct size before placing an order.

ExtraGrit recommends that Customers carefully review the applicable size chart before purchasing.

Where the product supplied corresponds to the size selected by the Customer, a return, replacement or refund shall ordinarily not be available merely because the Customer subsequently finds the size unsuitable, subject to rights that cannot lawfully be excluded.

9. COLOUR, APPEARANCE AND SCREEN DIFFERENCES

Product colours displayed on a computer, mobile phone or other electronic screen may differ to some extent from the actual product because of differences in:

Screen settings;
Brightness;
Display technology;
Resolution; and
Colour reproduction.

Minor differences in colour or appearance that do not constitute a material deviation from the product description shall not ordinarily constitute a defect.

10. DELIVERY DELAYS

ExtraGrit may use independent third-party logistics and courier providers.

Estimated delivery dates are estimates unless expressly stated otherwise.

Delays caused by courier companies, transportation disruptions, weather, natural events, strikes, governmental restrictions, incorrect addresses, Customer unavailability or other circumstances beyond ExtraGrit's reasonable control shall not automatically entitle the Customer to a refund.

Where a mandatory legal right to cancellation or refund arises because of delay, the same shall be honoured in accordance with applicable law.

11. NON-DELIVERY / LOST SHIPMENT

If an order is reported as not delivered, ExtraGrit may first verify the shipment status with the relevant logistics provider.

The Customer may be required to provide reasonable confirmation or information necessary for such investigation.

Where the shipment is established to have been lost or otherwise not delivered and the responsibility for the loss lies with ExtraGrit or its fulfilment/logistics arrangement, ExtraGrit shall provide an appropriate remedy in accordance with applicable law.

12. REFUND PROCESS

Where a refund is approved:

(a) It shall ordinarily be processed through the original payment method;

(b) ExtraGrit may require reasonable verification before initiating the refund;

(c) Refunds shall ordinarily be initiated within 7–15 business days from approval, subject to applicable banking/payment-provider procedures; and

(d) The time taken by a bank, payment gateway or other third-party payment service to credit the amount shall be outside ExtraGrit's control.

13. RETURN SHIPPING

Where a return is authorised because of a verified defect, wrong product or other issue attributable to ExtraGrit, ExtraGrit shall determine the appropriate return/shipping arrangement.

Where a return is requested solely for the Customer's convenience, change of mind or an error attributable to the Customer, ExtraGrit shall not ordinarily be responsible for return shipping costs.

Nothing herein shall affect any mandatory statutory right.

14. FRAUDULENT OR ABUSIVE CLAIMS

ExtraGrit takes genuine Customer complaints seriously.

However, ExtraGrit reserves the right, subject to applicable law, to investigate and take appropriate action in cases involving:

Knowingly false claims;
Fabricated photographs or evidence;
Repeated claims concerning the same order;
Fraudulent refund attempts;
Manipulation of payment or chargeback systems;
Abusive or threatening communications;
Harassment of employees, representatives or service providers;
Impersonation;
Deliberate damage to products after delivery for the purpose of obtaining a refund; or
Other conduct reasonably indicating an attempt to obtain an unjustified benefit.

Nothing in this clause prevents a Customer from exercising a genuine legal or statutory remedy.

15. NO REPEATED OR MULTIPLE CLAIMS FOR THE SAME ORDER

A Customer shall ordinarily raise all issues relating to a particular order in one consolidated complaint.

Once a complaint has been investigated and resolved, repeated demands concerning the same issue shall not create a fresh entitlement to repeated refunds, replacements or compensation.

This clause does not restrict any genuine statutory remedy available to the Customer.

16. COMMUNICATION AND CUSTOMER SUPPORT

All refund, cancellation, replacement and complaint-related communications should be sent to:

Email: extragrit@gmail.com

The Customer should mention the order number in the subject line and provide sufficient information to enable identification of the transaction.

ExtraGrit may decline to act upon anonymous or insufficiently identifiable complaints where the Customer fails to provide reasonable information necessary to investigate the matter.

17. CHARGEBACKS AND PAYMENT DISPUTES

To the maximum extent permitted by applicable law and the rules of the relevant payment provider, a Customer should first contact ExtraGrit at extragrit@gmail.com and provide ExtraGrit a reasonable opportunity to investigate and resolve a payment or refund dispute before initiating a chargeback or payment reversal.

Where a chargeback is initiated, ExtraGrit reserves the right to provide the payment provider with relevant order records, payment records, processing records, delivery information, communications and other evidence necessary to respond to the dispute.

Nothing in this clause prevents a Customer from exercising a mandatory statutory right.

18. NO HARASSMENT

ExtraGrit is committed to addressing genuine complaints fairly and promptly.

Customers are requested to communicate respectfully and through the designated customer-support channel.

Repeated, abusive, threatening, defamatory or vexatious communications concerning the same transaction shall not create an additional refund or compensation entitlement.

Where communications cross the line into unlawful threats, harassment, fraud, defamation or other unlawful conduct, ExtraGrit reserves the right to take appropriate legal action.

19. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, ExtraGrit shall not be liable for indirect, incidental, special, punitive, exemplary or consequential loss arising from a transaction, including loss of profits, business opportunity, reputation or anticipated savings.

Nothing contained in this Policy shall exclude or restrict any liability that cannot legally be excluded or restricted under applicable law.

20. GOVERNING LAW

This Policy and all transactions with ExtraGrit shall be governed by and construed in accordance with the laws of India.

21. DISPUTE RESOLUTION AND JURISDICTION

21.1 Good-Faith Resolution

Before commencing litigation concerning a transaction, the Customer shall, to the extent permitted by law, first contact ExtraGrit at:

extragrit@gmail.com

and provide reasonable details of the dispute and the relief sought.

ExtraGrit shall be given a reasonable opportunity to investigate and attempt to resolve the matter.

21.2 Delhi Jurisdiction for Contractual/Civil Disputes

To the maximum extent permitted by applicable law, the parties agree that the competent courts at New Delhi, Delhi shall have exclusive jurisdiction over all civil and contractual disputes arising out of or relating to:

An ExtraGrit order;
Payment;
Cancellation;
Return;
Refund;
Replacement;
Supply of products;
Interpretation of this Policy;
Breach of contractual obligations; or
Any other contractual dispute between ExtraGrit and the Customer.

21.3 Choice of Delhi Where Multiple Courts Have Jurisdiction

Where more than one ordinary civil court would otherwise have jurisdiction and such jurisdiction can lawfully be excluded by agreement, the parties expressly agree that such jurisdiction shall be exercised exclusively by the competent courts at New Delhi, Delhi.

21.4 No Contractual Forum-Shopping

To the maximum extent legally permissible, the Customer agrees that a contractual or civil proceeding concerning an ExtraGrit transaction shall be instituted before the competent courts at New Delhi, Delhi where those courts have jurisdiction under applicable law.

21.5 Statutory Forums

Nothing contained in this Policy shall be interpreted as excluding, restricting or waiving:

(a) The jurisdiction of a Consumer Commission or other statutory authority where such jurisdiction is conferred by mandatory law;

(b) Any statutory right of a Customer that cannot lawfully be waived;

(d) Any right or remedy which cannot legally be excluded by contract.

22. PRE-LITIGATION NOTICE

To the extent permitted by law, before commencing an ordinary civil or contractual proceeding against ExtraGrit, the Customer shall provide written notice containing:

Order number;
Date of purchase;
Nature of the grievance;
Documents or evidence supporting the grievance;
Remedy requested; and
Contact details for communication.

The Customer shall provide ExtraGrit a reasonable opportunity to examine and resolve the grievance.

This requirement shall not apply where immediate legal or statutory relief is legally available or necessary.

23. MEDIATION / AMICABLE SETTLEMENT

The parties shall endeavour in good faith to resolve disputes amicably.

Where mutually agreed, the parties may attempt mediation in Delhi, India before commencing ordinary civil litigation.

Nothing herein prevents either party from seeking urgent interim, statutory or other relief where legally permissible.

24. SEVERABILITY

If any provision of this Policy is held to be invalid, unlawful or unenforceable, that provision shall be modified or severed only to the extent necessary, and the remaining provisions shall continue in full force and effect.

25. POLICY MODIFICATION

ExtraGrit reserves the right to amend or update this Policy from time to time.

The Policy applicable to a particular transaction shall ordinarily be the version displayed and accepted at the time the order was placed, subject to applicable law.

26. ACCEPTANCE OF POLICY

By clicking “Place Order”, “Buy Now”, “Pay Now” or any substantially similar button, completing payment, placing an order through an authorised ExtraGrit sales channel, accepting delivery, or otherwise proceeding with a transaction, the Customer acknowledges that:

(a) The Customer has had an opportunity to read this Policy;

(b) The Customer understands that cancellation, return and refund rights may be restricted after an order has entered processing, subject to applicable law;

(c) The Customer is responsible for checking product, size, colour, design, spelling, address and other order details before completing the purchase; and

(d) The Customer agrees to the terms of this Policy, subject to rights that cannot lawfully be excluded.

CONTACT

ExtraGrit
Email: extragrit@gmail.com
Location: Delhi, India

For refund, cancellation, replacement or complaint requests, please email extragrit@gmail.com with your Order Number in the subject line.