Returns & Refunds Policy

Grenadier USA Return Policy Summary

Last Updated: February 2026

Our Commitment

At Grenadier USA, we want every customer to be 100% satisfied with their purchase. We accept returns of unused products within 30 days of delivery. This policy outlines what you need to know about returns, refunds, and exchanges.

Return Eligibility

What Can Be Returned

Accepted Returns:

• Unopened, unused products
• Items within 30 days from delivery date
• Standard color products (gray, black)
• Items in original packaging with all accessories

Cannot Be Returned:

• Opened or used products (unless damaged or defective)
• Custom work and custom colors (we reserve the right to deny refunds on these)
• Items outside the 30-day window
• Products damaged by customer use or installation

The Return Process

1. Contact Us First Email grenadierusa@thorntek.zohodesk.com within 30 days of delivery with your order number and reason for return.

2. Get Authorization We'll confirm your item is eligible and provide return shipping instructions.

3. Ship the Item Back Pack the unopened item securely with a copy of your order confirmation and our return authorization. You are responsible for return shipping costs.

4. Receive Your Refund Once we receive and inspect your return, we'll credit your original payment method within 5-7 business days.

Custom Colors & Custom Work

Important: We reserve the right to deny refunds on custom work, including custom colors.

Custom orders are made specifically for you and cannot be resold. When ordering custom colors, understand that exact color matching cannot be guaranteed. Variations in materials, dyes, paints, and photo representations can lead to unexpected results. We do not offer returns for color being off from expectations.

What counts as custom: Non-standard anodizing colors (lime green, red, blue, etc.), custom powder coating, or special color requests.

Standard colors: Gray, black, and clear anodizing are not considered custom.

Damaged or Defective Items

Report Within 72 Hours

If your order arrives damaged, contact us within 72 hours at grenadierusa@thorntek.zohodesk.com with:

• Order number
• Photos of damaged item and packaging
• Description of damage

What we do: We will reship your order immediately and arrange for the shipping company to pick up the damaged item. You don't need to wait for pickup before receiving your replacement.

Manufacturing Defects

If you discover a manufacturing defect (warped product, structural problems, anodizing defects, parts that don't fit as designed), contact us immediately with photos. We will replace or refund defective items at no charge to you.

Note: Normal wear and tear, damage from installation, modifications, or scratches from use are not considered manufacturing defects.

Wrong Item Shipped

If we shipped the wrong item, contact us immediately. We will:

• Send the correct item right away
• Provide a prepaid return label for the wrong item
• Cover all shipping costs

You don't need to wait to send the wrong item back before receiving the correct one.

Pre-Orders & Back-Orders

We often offer items for pre-sale or keep back-ordered items available for purchase. If at any point before we ship you want a refund, just ask. We will be more than happy to cancel your order and issue a full refund.

Once an item has shipped, the standard return policy applies (30 days, unopened/unused).

Return Shipping Costs

Customer pays return shipping for:

• Changed mind about purchase
• Ordered wrong size or color
• Item doesn't meet expectations (but isn't defective)

We pay return shipping for:

• Damaged items
• Defective products
• Wrong item shipped (our error)

Refunds

Method: Refunds are issued to your original payment method only.

Timeline: Once we receive your return and verify it's unopened/unused, we process your refund within 5-7 business days. Your bank or credit card company will then credit your account, which typically takes an additional 3-5 business days.

Shipping costs: Original shipping charges are only refunded if the item was damaged, defective, or we made an error.

No restocking fees: We do not charge restocking fees on eligible returns.

Exchanges

We don't have a formal exchange process. To exchange an item:

1. Return the original item following our standard return process
2. Place a new order for the item you want
3. Email us to coordinate timing when possible

Note: Custom items cannot be exchanged once production has started.

Important Reminders

Before You Order:

• Read product descriptions carefully
• Understand that custom colors may not be returnable
• Ask questions before ordering if uncertain

Before You Open:

• Inspect packaging for shipping damage
• Don't open if you're unsure about keeping it
• Once opened, items cannot be returned unless defective

Before You Install:

• Test fit before permanent installation
• Check for defects while still eligible for return
• Installation makes products non-returnable unless defective

Required for Returns:

• Item must be unopened and unused
• Original packaging preferred
• All accessories included
• Within 30 days of delivery

Contact Us

Email: grenadierusa@thorntek.zohodesk.com

For Returns, Include:

• Order number
• Item(s) to return
• Reason for return
• Confirmation item is unopened/unused

For Damaged Items, Include:

• Order number
• Photos of damage
• Description of problem

Response Time: 24-48 hours

 

 

Warranty Policy

Grenadier USA stands behind the quality of our products. All items we manufacture are covered by a limited warranty against defects in materials and workmanship for [1 year] from the date of purchase.

What's Covered This warranty covers manufacturing defects, including flaws in materials, machining, welds, finishes, or assembly that affect the function or durability of the product under normal use.

What's Not Covered

• Normal wear and tear
  
• Damage from improper installation, misuse, or accidents
  
• Modifications or repairs made by anyone other than Grenadier USA
  
• Cosmetic wear from off-road use or environmental exposure (dirt, UV, road salt, etc.)
  
• Products used for purposes other than their intended application
  

How to Make a Claim If you believe your product has a covered defect, contact us at grenadierusa@thorntek.zohodesk.com with your order number, a description of the issue, and photos of the affected part. We'll review your claim and respond with next steps.

Resolution At our discretion, we will repair, replace, or refund defective products found to be covered under this warranty. Shipping costs for warranty claims may be the responsibility of the customer unless otherwise stated.

Questions For anything not addressed here, reach out to our team — we're happy to help.