What is Grabr's Money Back Guarantee?

Grabr's Money Back Guarantee is designed to protect shoppers when something goes genuinely wrong with a delivery.

What the guarantee covers

You may be eligible for a remedy under our guarantee if:

• You received an item that is broken or structurally damaged
• You received the wrong item (wrong brand, model, size, specifications, or purchased from a retailer other than the one agreed upon)
• The item arrived in a condition materially different from what was described and agreed upon
• You did not receive your order on the agreed delivery date and your traveler has not contacted you about a delay

Conditions that apply

To be eligible, you must meet one of the following:

• You refused the delivery at the time of handoff due to an issue with the item and reported it to our support team immediately
• You confirmed receipt of the order and reported the issue to our support team and your traveler within 24 hours of confirmation, with photo evidence
• Your agreed delivery date passed with no delivery or message from your traveler (you must contact your traveler through Grabr messaging first, as delays are often resolved quickly)

Claims submitted after 24 hours of delivery confirmation and issues that could have reasonably been identified before confirming receipt (for example,  visible cosmetic damage such as scratches or dents on the item or its packaging) fall outside the scope of this guarantee. Cosmetic damage reported within 24 hours of confirmation is reviewed on a case-by-case basis.

Please visit I am a shopper, can I cancel my order? for cancellation eligibility.

What the guarantee does not cover

• Change of mind or preference after delivery (for example, deciding you no longer want the item or finding it available at a lower price elsewhere)
• Items confirmed as received without a damage report submitted within 24 hours of your confirmation timestamp
• Items without photo evidence of the claimed issue

How to file a claim

Contact our support team at help.grabr.io with your order number(s), a description of the issue, and clear photos. Within the same 24-hour window, you must notify your traveler directly through Grabr messaging so the issue is documented on both sides. Our team will review your case within 3 business days.

What resolution looks like

Grabr reviews each case individually. For items that are broken, incorrect, or undelivered, we will work toward a resolution based on the evidence provided. Depending on the outcome of our review, we may offer a credit to your Grabr wallet or another appropriate remedy. The guarantee does not automatically entitle shoppers to a cash refund in all cases.