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Returns, Exchanges & Order Changes
At GripX, many products are sourced specifically according to each customer's requested model, size, color, and specifications. Because of the nature of international sourcing and custom ordering, returns, exchanges, cancellations, and order changes are subject to the following conditions.
1. Size & Color Responsibility
Customers are responsible for selecting the correct size, color, model, and product before placing an order.
If GripX delivers the exact size, color, and model that was ordered, the item is generally not eligible for return or exchange simply because the customer selected the wrong size, the fit is unsuitable, or the customer later prefers another color or model.
Size charts are provided where available and should be reviewed carefully before ordering.
Our team may assist with size recommendations based on information provided by the customer. However, these recommendations are guidance only and cannot guarantee fit. The customer remains responsible for providing accurate measurements, height, weight, foot measurements, or any other information required for sizing.
If incorrect or incomplete measurements are provided, or the selected size does not fit despite receiving the size that was ordered, GripX is not obligated to replace or reorder the product.
We may still try to arrange an exchange when possible, but this depends entirely on product availability and our ability to arrange a replacement. An exchange in these circumstances is not guaranteed.
2. When GripX Is Responsible
If the mistake is ours, we will take responsibility.
This includes situations where:
- You receive a different size, color, or model from what was confirmed in your order.
- The product delivered is materially different from what GripX represented or promised.
- The item has a significant manufacturing defect that affects its normal use, such as a serious tear, hole, broken component, or similar functional defect.
For example, if a product was represented and sold as compression apparel but the item received is not actually compression apparel, this is a product mismatch on our side. We will work with the customer to provide an appropriate solution.
Please contact us as soon as possible after receiving the item and provide your order number, photographs or video of the issue, and a clear explanation of the problem.
3. Disclosed Product Limitations
Some products, particularly certain budget products, may have known limitations in quality, materials, construction, thickness, finishing, or overall performance.
When such limitations are known, GripX may clearly disclose them in the product description before purchase.
A characteristic, limitation, or quality level that was clearly disclosed before purchase is not considered a defect simply because the customer is dissatisfied with that disclosed characteristic.
Customers purchasing these products are responsible for reviewing the product description and understanding the disclosed limitations before ordering.
This does not apply where the product received is materially different from what was described or has an undisclosed significant defect.
4. Order Changes & Cancellations
If you need to cancel your order or change its size, color, model, or other specifications, contact GripX immediately.
There is no guaranteed cancellation or modification window.
Some orders may be submitted to our supplier very shortly after being placed, while others may remain pending for longer.
If the product has NOT yet been ordered from the supplier:
We may be able to:
- Cancel the order and issue the applicable refund.
- Change the size.
- Change the color.
- Change the selected model or product, subject to any price difference and availability.
If the product HAS already been ordered from the supplier:
The order is considered committed.
Once we have purchased or committed to the product specifically for your order, cancellation, refund, size changes, color changes, and model changes are generally no longer available.
The customer will receive the product originally ordered.
For this reason, contacting us quickly is essential. Do not assume that an order can be changed simply because only a few hours have passed.
5. Returns for Change of Mind or Incorrect Customer Selection
If the correct product was delivered according to the confirmed order, GripX does not guarantee a return or exchange for:
- Incorrect size selection by the customer.
- Incorrect measurements supplied by the customer.
- Fit preference.
- Change of mind.
- Preference for another color.
- Preference for another model.
- A sizing recommendation that does not result in the customer's preferred fit when the ordered size was correctly supplied.
We may voluntarily try to help when another suitable item is available, but any such arrangement is handled on a case-by-case basis and is not guaranteed.
6. Refusing or Failing to Accept an Order
Please do not refuse a correctly fulfilled order at delivery without contacting GripX first.
If a customer refuses or fails to accept an order that was correctly sourced and fulfilled according to their request, the original deposit may not be fully refundable.
Depending on the circumstances and the costs already incurred by GripX, up to 50% of the deposit may be retained to cover sourcing, ordering, shipping, handling, and other costs associated with the order.
For example, if a deposit of EGP 500 was paid and 50% is retained, the refundable amount would be EGP 250.
The exact treatment depends on the circumstances of the order and any costs already incurred.
This provision does not apply in the same way where GripX has delivered the wrong item or is otherwise responsible for a material error in fulfilling the order.
7. How to Request Help
For any issue involving an order, return, exchange, cancellation, incorrect item, defect, or significant delay, please contact GripX as soon as possible.
Include:
- Your order number.
- The product concerned.
- A clear description of the issue.
- Photos or videos when reporting a defect or incorrect product.
- The solution you are requesting.
The sooner you contact us, the more options we may have available—particularly for order changes and cancellations.
Our Commitment
GripX's responsibility is to source and deliver the product that was agreed upon.
If we make a material mistake, we will work to correct it.
If the correct product, size, color, and model were supplied according to the customer's confirmed order, changes resulting from sizing decisions, personal preference, or change of mind remain the customer's responsibility and are not guaranteed to qualify for return, exchange, replacement, or refund.
Because many GripX products are sourced specifically for individual orders, please review the product, specifications, size chart, color, and measurements carefully before confirming your purchase.