Refund policy

GrasperQuests – Returns & Refund Policy

At GrasperQuests, we want you to love what you receive. That’s why we offer a 30-day money-back satisfaction guarantee on all purchases.

Return Eligibility

To be eligible for a return:

  • Your item must be unused, in the same condition that you received it, and in its original packaging.

  • A receipt or proof of purchase is required.

If your GrasperQuests order arrives defective, damaged, incomplete, or if you received the wrong item, please contact us at 226-641-6144 or grasperquests@hotmail.com within 30 days of delivery. We’ll work with you to resolve the issue through a replacement, refund, or partial refund depending on the case.

In certain situations, partial refunds may be granted (e.g., for items not in original condition or returned late). We will always communicate this clearly in advance.

Incorrect Address Policy

We are not responsible for orders shipped to an incorrect or incomplete address provided by the customer at checkout.

  • If your order is returned to us due to an incorrect address, you may choose to have it re-shipped at your expense.

  • Refunds will not be issued in such cases.

  • To help avoid this, we verify each order and may contact you by email or phone to confirm your shipping details before dispatch.

Non-Returnable Items

Please note, we do not accept returns on:

  • Purchases made from Gift cards

  • Products returned after 30 days from delivery

Exchanges

We only replace items if they are defective or damaged, or missing. To exchange your item for the same product, email us at grasperquests@hotmail.com

The time it may take for your exchanged item to reach you can vary based on your location.

Return Shipping

  • Customers are responsible for paying return shipping costs. These are non-refundable.

  • We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

Refunds (Less Shipping & Handling)

Once we receive and inspect your returned item, we’ll notify you by email. If approved, a refund (excluding original shipping and handling fees) will be issued to your original method of payment as soon as possible.

Return Address:
GrasperQuests
502-8 Christopher Court
Guelph, Ontario
N1G 2H9
Phone: 226-641-6144