Refund policy
Last updated: 16 October 2026
GridRider is a trading name of Jerandel Concepts LTD ("GridRider", "we", "us" or "our"). Every GridRider product is made to order, printed just for you after you check out. We stand behind what we make and want every rider who orders from us to have a great experience.
That's why every order is covered by our 30-Day Happiness Guarantee, on top of the legal rights you already have as a consumer.
This policy explains how refunds, replacements, exchanges and your statutory consumer rights work for orders placed on gridrider.co, wherever we deliver, including the United Kingdom, the European Union (EU), the European Economic Area (EEA), the United States and Australia.
1. Our 30-Day Happiness Guarantee
We want you to love riding in your GridRider gear.
If you're not completely happy with your order for any reason, get in touch within 30 days of delivery and we'll work with you to put it right.
Depending on the situation, we may offer one or more of the following:
- A replacement
- An exchange for a different size or product
- Store credit
- A partial refund
- A full refund
We aim to settle every request fairly and give you a great customer experience along the way.
Because everything is made to order, we normally don't ask you to send anything back before an approved refund, replacement or exchange goes ahead.
Our Happiness Guarantee is a voluntary customer service policy offered by GridRider. It sits alongside, and never replaces, the statutory consumer rights you have under the law where you live.
2. Damaged, Defective or Incorrect Orders
Please check your order when it arrives.
If your order:
- arrived damaged;
- has a printing or manufacturing fault;
- is the wrong item, size, colour or design;
- is missing products; or
- doesn't match what you ordered in any other way,
please email us within 30 days of delivery at support@gridrider.co.
To help us sort it out quickly, please include:
- Your order number
- A short description of the problem
- Clear photos of the product
- Photos of the packaging, if it was damaged in transit
Once we've reviewed your claim, we may, at our discretion:
- replace the item,
- issue a refund,
- offer an exchange,
- provide store credit, or
- offer another fair resolution.
3. Made-to-Order (Print-on-Demand) Products
Every GridRider product is printed only after your order is placed.
Because of this made-to-order process, we don't usually handle traditional returns where items are posted back to us.
Instead, approved claims under our Happiness Guarantee or your statutory rights are normally settled with a refund, replacement, exchange or store credit, without you needing to return the item.
Please don't send anything back without contacting us first. Items returned without our agreement may not be accepted.
4. Exchanges
Because each product is printed for one specific order, we don't offer traditional exchanges where a returned item is swapped for one from stock. When an exchange is approved, we print a fresh item for you instead.
If we made a mistake, or your item arrived damaged or defective, we'll happily replace it at no extra cost.
5. Personalised Products
Some GridRider products may be customised with:
- Artwork you upload
- Photos you upload
- Custom names
- Custom text
- Any other personalisation you request
Because these products are made for one customer only, they are generally not eligible for cancellation, withdrawal or return rights, where the law allows this.
This does not affect your rights if a personalised item arrives damaged, defective or incorrect, or otherwise falls short of applicable consumer protection law.
6. UK, EU and EEA Customers
If your order is delivered to the United Kingdom, or to a country in the European Union (EU) or European Economic Area (EEA), you have additional statutory consumer rights.
14-day right to cancel
For eligible purchases, you can cancel your order for any reason within 14 days of receiving it.
To cancel, email support@gridrider.co and include:
- Your order number
- The email address used at checkout
- The products you want to cancel
Eligible products
Our standard GridRider catalogue designs are generally covered by this right to cancel, even though they're printed on demand after you order.
Personalised products
The right to cancel generally doesn't apply to products genuinely personalised with names, text, photos, artwork or other custom content you've provided.
How refunds work
For approved cancellations, GridRider will normally refund you without asking for the item back, unless we specifically tell you otherwise.
Refunds are made to your original payment method.
7. Your Statutory Rights
Nothing in this Refund & Returns Policy limits any mandatory rights you have under consumer protection law.
For customers in the United Kingdom (including under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013), the European Union, the European Economic Area, Australia, or any other country with mandatory consumer rights, those rights continue to apply in full.
8. Australian Customers
Nothing in this policy excludes, restricts or changes any rights you have under the Australian Consumer Law.
If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy available under that law.
9. Refund Timing
Once your refund is approved, we'll process it to your original payment method.
Most refunds arrive within 5–10 business days, although timing can vary depending on your bank or payment provider.
If you haven't received your refund within 15 business days of approval, please get in touch.
10. Cancelling an Order
Orders go into production soon after they're placed.
If you need to cancel, please contact us as soon as possible.
If production hasn't started yet, we may be able to cancel your order.
Once production has begun, we may no longer be able to cancel it, except where the law requires us to.
11. Contact Us
If you have any questions about this Refund & Returns Policy or need help with an order, please contact us:
Email: support@gridrider.co
We're committed to resolving every customer issue fairly, promptly and in line with applicable consumer protection law.
12. Changes to This Policy
We may update this Refund & Returns Policy from time to time to reflect changes in how we operate, our legal obligations or our processes.
Any changes will be posted on this page with a new "Last updated" date.
Thank you for riding with GridRider.