Return Shipping Procedure
You must email or call us to obtain a Return Materials Authorization (RMA) number before sending anything back to our shop.
- Please explain in detail why you think a part is faulty and under exactly what circumstances it failed. Do not just say that the item isn't working, please specify it as much detail as you can.
- We may request you to do additional testing so that we are confident in the diagnosis of which part needs repair
- We will then issue an RMA number
- If the item is being shipped, please write the RMA number clearly on the package label, and send to:
RMA# XXXX
Grin Technologies Ltd.
1290 Odlum Drive
Vancouver, BC V5L 3L9
Canada
For international orders, you will also need to fill out a customs form. You will be responsible for any customs/import fees that are charged. To avoid customs/import fees, it is crucial that you:
- Indicate the item is a warranty return (with the exception of UPS where it must be listed as "Temporary Import For Repair"), and that it has a declared value of $10 or less.
- Please do not declare the cost of the broken item as its value, or else there will be brokerage and import charges improperly assessed at the border, and we may refuse to accept the shipment.
When packaging an item to return under warranty:
- It is important that the packaging adequately protects the item from damage during shipping, especially for heavy items like motors.
- If you require any advice about how to properly ship a warranty return to us please ask before sending.
- We cannot be responsible for damage caused during shipping.
How Long Does It Take to Process an RMA?
How Long Does It Take to Process an RMA?
We are normally able to process an incoming RMA within 3 working days. This includes receipt and initial diagnosis. You will receive an email or phone call to discuss whatever issues we may have found with the item and at the same time we can provide a timeline and estimate for repair if necessary.The actual repair of hub motors, battery packs, and motor controllers is a specialized and time intensive process. It will usually take at least 1 week for us to get to the bottom of a technical issue and have an item repaired, retested, and ready to ship back. We will usually remember to keep you informed if the process will take more than 2 weeks.
Who Pays for RMA Shipping?
Who Pays for RMA Shipping?
You are responsible for the cost of shipping the failed device back to us.
- For warranty items, we will pay to ship the repaired or replacement part back to you
- If we find the items is not defective or has a minor issue that could have been solved without returning the item to GRIN, you are also responsible for the cost of return shipping
In cases where the RMA shipping guidelines are not followed and there is a brokerage fee to receive the warranty item, then this fee will also be paid by the customer.
