Refund policy

Returns

Grado Labs offers a 30-day Return Policy on most products purchased directly from Grado Labs beginning the day you receive the product. If you are not satisfied with a product, we will gladly refund or exchange the item within 30 days. Customer is responsible for return shipping and insurance fees.

Damaged & Defective Products:

If you believe that you have received a defective or damaged product, please contact customer service within 48 hours by email at ecommerce@gradolabs.mom. We will not send out a replacement product until the original product has been received and verified defective or damaged. Please allow up to 10 business days from receipt by Grado Labs for processing.

The following products can not be returned or exchanged:

• Earpads and Eartips
• Sale or discounted items
• Open box, clearance or B-Stock items
• Special or Custom order items

Grado Labs may refuse a customer return, or charge a fee, when the returned item is not like new. Conditions that will lead to refused returns or fees include when the returned item is:

• A different serial number than the one Grado Labs shipped
• Missing or damaged parts or original product packaging
• Damage because the items was improperly packed for return shipment
• An item has been heavily used or worn
• The item is damaged from drops, liquid spills or mishandling

All refunds of returns and cancellations will be less 4% credit card/PayPal processing fees. Any shipping cost Grado Labs incurs will be deducted from refunds of returns and undeliverable or refused shipments. Expedited shipping costs are non-refundable.

All products are subject to a 15% restocking fee, Grado Labs reserves the right to waive a portion of the restocking fee on the customer’s first product return.

International shipments:

Products shipped internationally are eligible for returns. Please note that any customs fees and taxes associated with your order are not refundable by us. In the event that a customer refuses to pay the associated customs fees the package will be returned to Grado Labs, any shipping costs or fees incurred by Grado Labs will be deducted from the refunded amount.

Return Policy & Process:

All returns require a copy of the original packing slip, instructions of how you would like your return or exchange handled and the reason for your request.

Process to return a product(s):

You may only return products that have been purchased directly from Grado Labs within the last 30 days.

The product must be in like-new condition and packaged correctly with the original box, packaging, accessories and manuals. We cannot accept returns that are not in the original factory cartons.

Include a brief note explaining why the product is being returned, along with the billing name, address and phone number.

For your protection, we strongly recommend shipping the package(s) via insured FedEx or UPS. Please retain your tracking number as Grado Labs is not responsible for lost or damaged items. If the package arrives damaged or distressed, we will refuse it. You will then need to file a claim with the carrier to recover the insured amount of your package(s). Grado Labs will process the return within 10 business days of receipt. Depending on the payment method, Grado Labs will either refund the original purchasing credit card account number or issue you a refund check for the purchase price of your product, minus any restocking and processing fees.

Please ship returns to:

Grado Labs
Attn: Rich Grado
1365 N Railroad Ave #119
Staten Island, NY 10306