Refund policy

1. Returns of unused products. You may return unused products in their original, undamaged packaging within 30 days of delivery. Before returning, email info@ugridnet.com with your order number to receive a Return Authorization (RMA). Returns sent without an RMA may be refused.

2. Return shipping. For non-defective returns (e.g. ordered the wrong item or no longer needed), the buyer pays return shipping and any duties or brokerage on the return. Original shipping charges are not refundable. No restocking fee applies to unused items returned in original packaging; opened, used, installed or incomplete items may be refused or subject to a restocking fee of up to 15%.

3. Defective or wrong items. If a product arrives defective, damaged in transit or different from what you ordered, contact us within 14 days of delivery with your order number and photos. We will replace the item or refund it, at our option, and pay the return shipping.

4. Non-returnable items. Custom, special-order or quoted volume orders, and products that have been installed, modified or damaged by improper use, are not returnable unless defective.

5. Refunds. Approved refunds are issued to the original payment method in the currency you paid (USD, CAD or TWD) within 10 business days after we receive and inspect the return. Your bank may take additional time to post the refund. We are not responsible for exchange-rate differences.

6. Discounts. Refunds are based on the price actually paid after all discounts, including the Gold member 5% discount. Refunded or cancelled amounts do not count toward Gold membership spend.

7. Cancellations. Orders may be cancelled free of charge before they ship. Orders ship within 1–2 business days, so contact us as soon as possible.

8. Warranty claims are handled under our Terms of Service (12-month limited warranty).

Taiwan orders. Taiwan orders are refunded by 網格亞太股份有限公司 (tax ID 42996772), including the 5% VAT charged, and the invoice is voided or credited accordingly. Returns within Taiwan are sent to our Taiwan warehouse (address provided with the RMA).

Contact: UGrid Network Inc., 2703-602 Como Lake Ave, Coquitlam, BC V3J 0G2, Canada · info@ugridnet.com · +1 647-980-9177