Shipping & Returns Policy

At Grand PCD, we strive to make your experience as smooth as possible — from the moment you place an order to when you receive and install your product. However, in rare cases, you may need to return an item. This policy outlines the terms and conditions for returns and explains how to raise an RMA (Return Merchandise Authorization) request.

Please note: Any discrepancies between your order and the goods received must be reported within 48 hours of delivery.

Cancellation Policy

• If you wish to cancel an order before dispatch, there will be no cancellation charge. Simply email us with your order reference or purchase order number.
• If the order has already been dispatched, do not open the shipment when it arrives. You may return it within 7 days of delivery.
• Returned items must be unused, in resalable condition, and include all original accessories and packaging.
• If items are not returned in original condition, a 30% restocking fee will apply.
• The customer is responsible for arranging and paying for return shipping, including insurance against loss or damage.

Non-Faulty Returns

• Non-faulty items may be returned for credit only with prior written agreement and within 3 days of delivery.
• Items must be unopened, with manufacturer seals intact, and in perfect resalable condition.
• All non-faulty returns are subject to a 30% restocking fee, unless the product was incorrectly supplied by Grand PCD.
• Incorrectly supplied items must also be returned in their original condition to avoid the restocking fee.

Faulty Items Under Warranty

• If you encounter a fault with any product purchased from us, please raise an RMA request.
  
  You will need to provide:
• Order number
• Purchase date
• Product serial number
• Our technical team will attempt to resolve the issue via phone or remote access.
• If the issue persists, we will issue an RMA number and guide you through the return process.
• Upon receiving the item, we will test and repair it. If repair is not possible, a replacement (new or equivalent) will be provided.

Return Merchandise Authorization (RMA)

To return any item to Grand PCD, an RMA request is mandatory.

RMA Return Guidelines:

• Items must be in their original condition with all accessories, manuals, software, and warranties included.
• Securely repackage the item in the original packaging. If the box is damaged, a 30% restocking fee will apply.
• Do not write directly on the original packaging.
• Clearly display the RMA number on the outer box.
• Ensure our full return address is visible on the package:

Return Address:
Grand PCD Trading LLC
Office No: G01, Ground Floor, Dar Al Riffah Building, Bur Dubai,
P.O. Box: 241870, Dubai, UAE

Once we receive and inspect the goods, a replacement will be dispatched within 15 days.

RMA Process

1. RMA Confirmation

• Sales representative will send you an RMA form DOWNLOAD.
• Complete the form with: PO number, product serial number, and fault description.
• Return the completed form to your sales representative.

2. RMA Return Shipment

• After receiving the form, we will email you return instructions, including shipping details.
• Ensure the product is properly packed to avoid transit damage.
• Return all accessories and documentation.
• Share the tracking number once shipped.

3. Delivery Charges

• Customers are responsible for shipping costs to return the product.
• Grand PCD will cover shipping costs for repaired or replacement items back to the customer.

4. RMA Turnaround Time

• Products are sent to the distributor for repair.
• Repairs or replacements are usually completed within 4 weeks of receipt.
• Items are shipped back via express courier (e.g., DHL or FedEx).

5. Support Contacts

• Contact your sales representative to verify the issue.
• If it cannot be resolved via remote support (phone/email), the RMA procedure will begin.

Goods Damaged in Transit

• If goods are visibly damaged on delivery, sign as “damaged on arrival” with the courier and contact us immediately.
• Report transit damage within 48 hours by calling or emailing.

Replacement Policy Exceptions

Replacement may be denied if:

• The item is not faulty as per the RMA form details.
• The item has been tampered with or physically damaged.
• Incorrect software is being used.

Restocking Fee (30%) Applies If:

• Original packaging is damaged.
• Accessories or components are missing.
• The item is not faulty after testing.
• Items are held at our warehouse post-invoice generation upon customer request.