MuscleGrid Industries Private Limited · Effective 31 July 2026

Return, Refund & Cancellation Policy

This Return, Refund & Cancellation Policy explains when a Product bought at https://musclegrid.in can be cancelled, returned or refunded. It is designed to be fair while protecting both parties against misuse. It forms part of our Terms & Conditions.

1. Order Cancellation

You may request cancellation of an Order before it is dispatched by contacting us with your order number. Once a Product has been dispatched, it cannot be cancelled and will be treated under the return conditions below. Prepaid Orders cancelled before dispatch are refunded in full to the original payment method.

2. Damaged or Wrong Item on Delivery

We pack every Product carefully. If a Product arrives visibly damaged in transit, or you receive a wrong or incomplete item, you must:

• Report it to us within 48 hours of delivery, and
• Provide a clear, continuous unboxing video that starts before the sealed package is opened and clearly shows the sealed packaging, all labels and the damage or discrepancy.

The unboxing video is mandatory for any transit-damage, wrong-item or missing-item claim. Claims without a valid unboxing video, or reported after 48 hours, cannot be accepted. This requirement protects genuine customers and prevents false claims.

3. Dead-on-Arrival (DOA) / Manufacturing Defect

If a Product does not power on or is found to have a genuine manufacturing defect, report it within 48 hours of delivery with the unboxing video and a description of the issue. On our verification, the Product will be repaired, replaced or refunded at our discretion, in that order of preference. Verification may require the Product to be picked up and inspected before a decision.

4. Change of Mind

Products are not returnable for change of mind, or because backup, runtime or generation differs from your expectation (see clause 4 of the Terms). We do not offer "no-questions-asked" returns.

5. Conditions for an Approved Return

• The return must be pre-approved by us; do not ship anything back without a return authorisation.
• The Product must be unused, uninstalled and in its original condition, with all original packaging, accessories, cables, manuals, warranty card and free items intact.
• Products that have been installed, wired, used, physically damaged after delivery, or tampered with are not eligible for return except under the warranty.
• Approved change-of-configuration or discretionary returns may be subject to a restocking fee of up to 15% plus the actual to-and-fro logistics cost.

6. Non-Returnable Items

Consumables, installed or used items, made-to-order or custom-configured items, and items marked non-returnable on the product page are not eligible for return except where they fail under warranty.

7. Refunds

Approved refunds are made only to the original payment method. Once approved, refunds are initiated within 2 business days and typically reflect within 5–7 business days depending on your bank or payment provider. For COD Orders, refunds are made to a bank account you verify. Shipping charges and any restocking or logistics costs are non-refundable except where the return is due to our error or a verified defect.

8. Refund Method and Timelines

Approved refunds are made to the original payment method. Once approved and initiated by us, refunds typically reflect within 5–10 business days depending on your bank or payment provider; COD refunds, where applicable, are made by bank transfer to details you verify in writing. We will share the refund reference so you can track it. Time taken by banks, card networks or wallets after initiation is outside our control.

9. Return Logistics and Packaging

Where a return is approved, we arrange a reverse pickup through our courier partner unless we ask you to self-ship. Products must be handed over complete — with all accessories, cables, manuals, warranty card and free items — in the original packaging or packaging of equivalent protection. Damage occurring in return transit due to inadequate packaging may reduce or void the refund. Photograph the packed parcel before handover; it protects you and speeds our verification.

10. Verification, Fraud and Abuse Protection

All returned Products are verified at our facility on arrival — by gate-scan, unboxing inspection and serial-number match — before any refund or replacement is processed. Claims are declined and may be reported where verification finds: a different or counterfeit item, a unit with a mismatched serial number, missing components, deliberate damage, or repeated abusive return patterns across orders or accounts. We may decline future COD or return facilities to accounts with abusive history. Genuine customers are never affected by this clause — it exists to protect them.

11. How to Raise a Request

Email [email protected] or call/WhatsApp +91 82828 20846 with your order number, a description of the issue and the unboxing video (where applicable). Our team will guide you through the pickup and resolution process.

12. Statutory Rights

Nothing in this policy limits any right you have that cannot be excluded under the Consumer Protection Act, 2019 or other applicable law.

Group Entities — Uniform Application

MuscleGrid operates through a group of affiliated firms. This document is issued by MuscleGrid Industries Private Limited and applies uniformly across the MuscleGrid group — including, without limitation, MuscleGrid Industries (Gurgaon), SPV Industries, and Electronics Bay — wherever any of these firms manufactures, bills, fulfils or services your order.

Where your tax invoice, warranty card or shipment is issued by or through an affiliated group firm, references in these documents to “MuscleGrid”, “we”, “us” or “our” include that firm, and the same policies, terms and protections apply in full. The entity named on your tax invoice is your contracting party for that transaction; policy administration, warranty service and customer support remain centralized with MuscleGrid at [email protected].