Shipping & Returns Policy

(version: July 2026)

1. Scope

This Shipping & Returns Policy ("Policy") applies to all orders placed through the Grid to Great webshop. It

supplements, and should be read together with, Grid to Great's General Terms and Conditions of

Deliveries (version July-2025) (the "General Terms and Conditions"). This Policy provides more specific

rules for webshop shipping and returns; in the event of any conflict, the General Terms and Conditions

prevail unless expressly stated otherwise in this Policy.

In line with Article 1 of the General Terms and Conditions, the webshop is intended exclusively for business

customers and does not apply to private consumers. By placing an order, the customer confirms that:

• it is not a private consumer, and is acting in the course of a trade, business, or profession;

• it is a duly registered legal entity, sole proprietorship, or other business organization, and can provide

a valid company registration and/or VAT/tax identification number upon request;

• orders placed by private individuals for personal, family, or household purposes are not accepted, and

Grid to Great reserves the right to cancel and refund any order it reasonably believes was placed by a

consumer.

2. Order, Delivery, and Risk

2.1 Delivery terms (Incoterms)

Unless otherwise agreed, the default delivery term is FCA Grid to Great, Enschede, the Netherlands

(Incoterms® 2020), in accordance with Article 7 of the General Terms and Conditions. For webshop orders,

the applicable term, FCA (named place) or DAP (named place of destination), is specified per order:

• FCA (Free Carrier) – named place: risk transfers to the customer once the goods are handed to the

carrier nominated by (or on behalf of) the customer at the agreed location; the customer arranges

and pays for carriage from that point.

• DAP (Delivered at Place) – named place of destination: Grid to Great arranges and bears the cost of

transport to the agreed destination; the goods are made available to the customer, ready for

unloading, not cleared for import.

Grid to Great does not offer DDP (Delivered Duty Paid) on webshop orders; import clearance and duties

remain the customer's responsibility in all cases (see Section 2.4).

2.2 Shipping destinations

Grid to Great ships worldwide. Shipping costs, carrier selection, and estimated transit times are shown at

checkout or confirmed on the order confirmation and depend on destination, weight, dimensions, and

value of the shipment. As set out in Article 9 of the General Terms and Conditions, deliveries remain

subject to the express reservation that fulfilment is not impeded by applicable export/import regulations

or sanctions; the customer confirms it is not a sanctioned party and must notify Grid to Great immediately

if this changes.

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2.3 Ownership and risk transfer

In accordance with Article 6 of the General Terms and Conditions, Grid to Great retains ownership of all

delivered goods until the agreed prices have been paid in full. The transfer of risk takes place according to

the agreed Incoterm (FCA or DAP) as stated on the order, independent of when title passes.

2.4 Duties, taxes, and import clearance

Prices quoted in the webshop are exclusive of VAT and other product- or service-specific levies imposed

by authorities (Article 4 of the General Terms and Conditions). For DAP shipments, the customer is the

importer of record and is solely responsible for:

• import duties, tariffs, VAT/GST, and any other import-related charges;

• customs formalities, licenses, and import clearance at destination;

• any demurrage, storage, or delay charges arising from delayed customs clearance caused by the

customer or its agent.

For FCA shipments, the customer arranges and pays for carriage, insurance, import clearance, and all

associated duties and taxes from the named place of collection onward, as the customer nominates and

contracts the carrier.

2.5 Delivery times and delays

Delivery dates are indicative and non-binding unless expressly agreed otherwise in writing (Article 7 of the

General Terms and Conditions). Grid to Great is not liable for delays caused by carriers, customs

authorities, force majeure (Article 16), or incorrect/incomplete delivery information provided by the

customer.

3. Customer's Inspection and Notification Obligations

As required by Article 8 of the General Terms and Conditions, upon receipt of a delivery the customer

must promptly inspect the goods, covering in particular quantity, identity, obvious (transport) damage,

and function, and must inform Grid to Great without delay of any defect found. Hidden defects must be

reported immediately after discovery. Claims for defects are excluded if the customer has not properly

satisfied these inspection obligations.

• If a delivery is not received as announced by the dispatch advice, the customer must inform Grid to

Great immediately.

• For an RMA request following inspection, see Section 4.2; for defect/warranty claims, see Section 5.

4. Discretionary Returns (Webshop Commercial Policy)

This Section sets out Grid to Great's commercial policy for returns of conforming goods at the customer's

request (e.g. ordering error or change of mind). It is offered in addition to, and does not limit, the

customer's statutory rights or the defect-claim regime in Section 5 and Articles 12–13 of the General Terms

and Conditions.

4.1 General principle

As the webshop serves business customers only, statutory consumer withdrawal rights (such as the EU 14-

day "cooling-off" right) do not apply. Discretionary returns are accepted solely under the commercial

terms set out below, at Grid to Great's discretion.

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4.2 Return Merchandise Authorisation (RMA)

No discretionary return will be accepted without a prior Return Merchandise Authorisation (RMA). To

request an RMA, the customer must contact Grid to Great within 30 calendar days of delivery, stating the

order number, item(s), quantity, and reason for return. Grid to Great will issue an RMA number and return

instructions or confirm that the return is not accepted.

• Goods returned without a valid RMA number clearly marked on the outside of the package may be

refused and returned to the customer at the customer's cost.

4.3 Condition of returned goods

Returned goods must be:

• unused, uninstalled, and in resaleable condition;

• in original, undamaged packaging, with all accessories, cables, manuals, and firmware/configuration

media included;

• free of any customer-applied labels, asset tags, or configuration specific to the customer's installation.

The following are non-returnable under this discretionary process (defect claims under Section 5 remain

unaffected): custom or made-to-order items (e.g. customer-specific firmware, custom configurations, or

bespoke hardware variants), software licenses once issued/activated, and items marked as non-returnable

at the time of sale.

4.4 Restocking fee

For discretionary returns of standard, conforming products accepted at Grid to Great's discretion, a

restocking fee of 15% of the item's net order value may be charged to cover inspection, requalification,

and re-certification (as applicable for electronic/measurement equipment).

4.5 Return shipping and Incoterms on return

For discretionary returns, the customer arranges and pays for return freight, insurance, and any

export/import formalities to Grid to Great's designated return location.

4.6 Inspection, disposition, and refund

Upon receipt, Grid to Great will inspect the returned goods against the RMA and confirm acceptance or

rejection within 10 business days. Approved refunds will be issued to the original payment method (or as a

credit note, at the customer's election) within 14 business days of acceptance, net of the applicable

restocking fee and less original outbound shipping costs where free/discounted shipping was applied to

the original order.

5. Claims for Defects (Warranty)

Claims for defects in delivered goods are governed by Articles 12 and 13 of the General Terms and

Conditions and are not subject to the discretionary-returns process or restocking fee in Section 4. Key

points, restated here for the webshop context:

• Limitation period: claims for defects lapse 24 months after transfer of risk, unless otherwise agreed or

required by law (Article 12).

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• Notification: defects must be notified to Grid to Great within seven (7) calendar days after discovery

(Article 12); obvious defects must in any case be reported without delay upon inspection under

Section 3.

• Remedy: Grid to Great will, at its own discretion, repair or replace defective products; for discontinued

products, Grid to Great may substitute a functionally equivalent item or issue a credit note (Article 13).

• Exclusions: the warranty does not cover normal wear and tear, improper use or use contrary to

documentation, incorrect/careless/excessive handling, unsuitable operating conditions, or exceptional

external influences, nor defects to which unauthorized customer/third-party modifications have

contributed (Article 13).

• Cost limitation: rectification costs borne by Grid to Great are limited to what is proportionate to the

price of the original delivery; if rectification ultimately fails, the customer may rescind the Agreement

or request a proportionate price reduction, subject to Article 15 (Overall liability) of the General Terms

and Conditions (Article 13).

To submit a defect claim, the customer should request an RMA via the same channel as Section 4.2,

marking the request clearly as a defect/warranty claim so it is routed under this Section rather than the

discretionary-returns process.

6. Advice on B2B Return Practice

A short summary of what is customary in business-to-business e-commerce, based on comparable

industrial/technical suppliers, and how this draft applies it:

• No statutory 14-day withdrawal right: this only applies to consumers under EU/EEA law; excluding

consumers (Section 1, Article 1 of the General Terms and Conditions) is what allows Grid to Great to

set its own, shorter, and conditional return terms.

• RMA-first process is the norm: virtually all B2B/industrial sellers require a Return Merchandise

Authorization before accepting any return, both to control fraud and to route goods for correct

inspection/grading.

• Restocking fees of 15–25% are standard for technical/electronic goods that need testing or

recalibration before resale, directly relevant to Grid to Great's measurement and protection hardware.

• Short, firm notice windows are common in B2B, shorter than typical B2C policies, since business

buyers are expected to inspect goods promptly on receipt, consistent with the inspection duty already

in Article 8 of the General Terms and Conditions.

• Defect claims typically run on a separate, longer-but-strict track (here: 24-month warranty, 7-day

notice) distinct from short-window discretionary "change of mind" returns (here: 30 days), and the

two should not be blended into one process.

• Customized or made-to-order items are almost universally excluded from discretionary returns,

relevant given Grid to Great's configured or firmware-specific product variants.

Recommendation: keep the discretionary return window relatively tight (30 days, Section 4.2) with a clear

restocking fee, keep defect/warranty claims on the separate track already defined in Articles 12–13 of the

General Terms and Conditions with no restocking fee, and make the RMA requirement non-negotiable for

both tracks. This mirrors standard B2B/industrial practice, protects margin on technical goods, and stays

consistent with the General Terms and Conditions rather than introducing parallel or conflicting rules.

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7. Governing Law and Disputes

In accordance with Article 9 of the General Terms and Conditions, this Policy and any Agreement are

governed exclusively by Dutch law; the applicability of the United Nations Convention on Contracts for the

International Sale of Goods (CISG) is expressly excluded. Any disputes arising out of or in connection with

this Policy shall be submitted exclusively to the competent court in the district where Grid to Great has its

registered office.

8. Contact

For RMA requests, shipping questions, or disputes regarding this Policy, contact by email:

support@gridtogreat.com / by phone: +31 88 1660 100.