Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at returns@thegreategressco.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
In the following situations, the customer will be responsible for covering the cost of return shipping:
- Returning the item(s) because it is no longer needed.
- Exchanging the item(s) because the wrong size or style was ordered.
- Refusal to accept delivery from the carrier as a result of duties or tariffs applied to the product.
Returns and cancelled orders after the same day of purchase are subject to a 25% restocking fee.
If the mistake is our fault, we will cover the restocking fee along with the cost of return shipping.
You can always contact us for any return question at returns@thegreategressco.com.
Customs duties and Tariffs
Our products are made in and ship from Canada. Your order may be subject to import duties, tariffs, and customs fees as determined by US regulations. These charges are not included in our product prices or shipping fees and must be paid by you directly to the customs authorities or delivery service upon receipt of the order. If these charges are applied and not paid, and you refuse or return the order, we will not accept the return or provide a refund.
Order Cancellation
We have a "same day" cancellation policy. This means you may cancel your order within the same day of purchase and receive your total with a 5% fee.
Orders cancelled after the same day of purchase will be treated as returns and will be subject to the terms of this return policy, including any applicable restocking fees and shipping costs.
Refused shipments or shipments returned to sender after shipment has occurred will be treated as returns and are subject to this return policy, including any applicable restocking fees.
Damages and issues
While we take every precaution with our packaging and shipping practices to prevent it, occasional shipping damage is inevitable. Inspect your order carefully upon delivery.
If your order arrives damaged, defective, or incorrect, contact us immediately with photos of the product and packaging so we can evaluate the issue. The Great Egress Company will determine whether the reported condition warrants replacement. For example, cosmetic damage to portions of the frame that will not be visible once installed are generally not considered grounds for a replacement, while a crack in the glass or a structural element of the frame, would.
For verified shipping damage or product defects, we will send a replacement part at no additional charge. We will not issue refunds for shipping damage or product defects where the issue can be resolved with a replacement part. While we will do our best to have this reach you as quickly as possible, we cannot guarantee that a replacement part will arrive within the timelines of our original shipping policy. Please allocate additional time into your project planning to account for these potential delays.
If damage is discovered before or during installation, please stop installation and contact us immediately before proceeding.
Products with visible or known damage should not be installed unless we have confirmed that the condition does not affect the product’s intended use.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.