Last updated: July 14, 2026

1. Customized and made-to-order products

Most products sold by Grand Online Store are personalized, embroidered, custom-made, or manufactured according to information supplied by the customer.

Because customized goods cannot normally be resold, we do not accept returns, exchanges, or refunds for:

Change of mind
Incorrect size selected by the customer
Incorrect spelling, names, numbers, colors, logos, or customization details supplied or approved by the customer
Minor variations in color, embroidery placement, fabric texture, or appearance that can reasonably occur in custom production
Orders delayed because the customer did not provide complete customization details or approvals

Customers are responsible for reviewing all names, numbers, sizes, colors, artwork, and customization instructions before submitting or approving an order.

2. Damaged, defective, or incorrect items

Arrives damaged
Has a manufacturing defect
Is materially different from the confirmed order
Contains an error caused by Grand Online Store

Email:

info@grandonlinestore.com

Include:

Order number
Clear photographs or video of the issue
Photograph of the shipping packaging and label
Description of the problem

Do not return an item without receiving return instructions from us.

3. Resolution options

After reviewing the claim, we may offer whichever resolution is appropriate:

Repair or correction
Replacement
Partial refund
Full refund

A full refund is generally available only when the item cannot reasonably be corrected or replaced, or when we approve it in writing.

4. Size-related issues

Customers must review the size guide before ordering.

Customized products are not returnable simply because the selected size does not fit. If we supplied a size different from the size ordered, contact us within 7 calendar days of delivery.

If alterations or remaking are possible for a customer-selected sizing issue, additional production and shipping charges may apply.

5. Order cancellations

Orders may be cancelled only before production has started.

Once artwork preparation, digitizing, material cutting, embroidery, printing, stitching, or another production process has begun, the order cannot ordinarily be cancelled or fully refunded.

Approved cancellations may be subject to deductions for work already completed, payment processing charges, purchased materials, and other non-recoverable costs.

Link this section to your separate Cancellation Policy page later.

6. Return authorization

All returns require prior written authorization.

Never publish the Pakistan factory address as an automatic return address. Write:

The return address will be provided after your return request has been reviewed and approved. Items sent without authorization, or sent to an address not provided by our support team, may not be accepted.

This protects you from customers shipping items without warning.

7. Return shipping costs

If the return is required because of an error by Grand Online Store, we will provide instructions regarding reasonable return-shipping costs.

For an approved return unrelated to our error, the customer is responsible for:

Return shipping
Tracking
Insurance
Customs duties or import charges

Original shipping charges are normally non-refundable unless the return resulted from our error.

8. Inspection of returns

Returned items must be:

Unused and unworn, except for reasonable inspection
Free from stains, odors, washing, alteration, or damage
Returned with all included accessories
Securely packaged

After receiving the item, we will inspect it and notify the customer of the decision.

9. Refund processing

Approved refunds will be issued to the original payment method.

We aim to initiate approved refunds within 5–10 business days after approval or inspection. The customer’s bank or card issuer may require additional time to display the credit.

Stripe notes that policies and support details can also be shown during Checkout, which helps customers understand the terms before payment.

10. Lost or undelivered orders

If an order is not delivered, contact us so we can investigate with the carrier.

If we cannot ship the order within the promised timeframe, we will communicate the delay and provide the legally appropriate cancellation or refund option. The FTC states that when an online seller does not ship an order, the customer must receive a refund rather than only store credit.

11. Chargebacks and disputes

Before opening a payment dispute, customers should contact us so we have an opportunity to investigate and resolve the matter.

Filing a payment dispute does not change the factual terms of the order, customization approval, delivery evidence, or this policy.

12. Contact us

For refund, return, exchange, or order concerns:

Grand Online Store — Regalia Realm LLC
Email: info@grandonlinestore.com
Address: Sialkot Road Near jasarwala, Daska, 51010, Punjab, Pakistan
Response time: Usually within 1–2 business days

Refund, Returns & Exchanges Policy