GrandPad | Return Policy

Plan Termination and Return Policy

We sincerely hope you enjoy all the benefits of your GrandPad® plan. We understand that your needs may change, and we want to make the process of terminating your plan and/or returning a product as easy as possible for you. Please select the appropriate link below for the plan termination and return process:

Terminating a Plan and Returning Product
Terminating a Plan with Service Only
Returning Accessories
Business-to-Business Customer - Enterprise Plan Termination

Terminating a Plan and Returning Product

Non-Commitment: Cancel & Return Anytime

GrandPad includes a 30-day Risk-Free Trial with each plan.
1. The 30-day Risk-Free Trial allows you to use the plan for 30 days without financial risk, excluding the initial set-up fee. If you are unsatisfied with the plan within those first 30 days, you can terminate the plan and return the product for a plan refund. You are responsible for returning the product to GrandPad before receiving the refund for the plan. Note the initial set-up fee is non-refundable.
2. You must initiate the return by contacting GrandPad within 30 days of the plan start date. GrandPad must receive the returned product within 45 days of the plan start date to receive the full plan refund.
A monthly or annual recurring payment plan may be canceled at any time after the initial 30-day Risk-Free Trial by contacting our customer service team.

Plan Termination and Return Process

Initiate your termination and return process
1. The payer of the plan is responsible for all communication with GrandPad about payment, termination, and return.
2. The payer should contact GrandPad’s customer service team at (800) 704-9412 or email support@grandpad.net to notify us that you wish to terminate the plan and make a return. Please provide your GrandPad user’s name.
3. We will follow up with you via phone within two business days to initiate the next steps of the return process.
Prepare Your Return and Shipping Costs
1. The product and accessories must be returned to GrandPad when terminating a plan. The GrandPad tablet plan would consist of the GrandPad tablet, tablet case, and charger. Please package the product carefully using materials designed for fragile items to protect the product during shipping.
2. The customer is responsible for all return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we are not responsible for items lost or damaged during return transit.

Refund Process

Once we receive and inspect the returned product, we will process your refund if eligible.
1. Your plan will officially end on the date we process your returned product. Please ensure all products are returned promptly to avoid additional charges.
2. Recurring payments will occur until the product is processed for return by GrandPad.
3. If you are on an annual plan, you will receive a prorated refund for the remaining days on your plan after we process the termination.
4. If you are on a monthly plan, there are no refunds or prorations for termination. A refund will not be provided once the monthly charge has been processed. Your termination will take effect at the end of the current billing period, preventing further charges.
5. Refunds must be issued to the payment method used for the purchase. Please allow up to 7-10 business days for the refund to be processed and reflected in your account. If the refund is not received, you should contact the provider of your payment method.
6. Once your returned product is processed, you will receive no further charges, and your plan will be canceled.
7. Your annual subscription prorated refund can be applied to the amount owed, if applicable.
8. GrandPad may contact the plan’s family members to collect payment if the plan’s original payer fails to respond to outreach.

Exceptions

If you purchased your plan from a retailer other than GrandPad, Inc. (an authorized retailer, e.g. Consumer Cellular), you should review that retailer's termination and return policy.

Contact Us

If you have any additional questions or concerns regarding our return policy, please contact GrandPad’s customer service team at (800) 704-9412 or email us at support@grandpad.net, and we will be happy to assist you. Thank you for choosing GrandPad, and we appreciate the opportunity to serve you.

Terminating a Plan with Service Only

Non-Commitment: Cancel & Return Anytime

GrandPad includes a 30-day Risk-Free Trial with your plan activation.
1. The 30-day Risk-Free Trial allows you to use the plan for 30 days without financial risk. If you are unsatisfied with the plan within those first 30 days, you can terminate the plan.
2. A monthly or annual recurring payment plan may be canceled at any time after the initial 30-day Risk-Free Trial by contacting our customer service team.

Plan Termination Process

Initiate your Termination.
1. The payer of the plan is responsible for all communication with GrandPad about payment and termination.
2. The payer should contact GrandPad’s customer service team at (800) 704-9412 or email support@grandpad.net to notify us that you wish to terminate the plan. Please provide your GrandPad user’s name.
3. We will follow up with you via phone within two business days.

Refund Process

Once we receive and inspect the returned product, we will process your refund if eligible.
1. Your plan will officially end within two days of your request to terminate. You may choose to end the plan immediately or at a later date. Once your plan has been canceled, you will receive no further charges.
2. If you are on an annual plan, you will receive a prorated refund for the remaining days on your plan.
3. If you are on a monthly plan, there are no refunds or prorations for termination. A refund will not be provided once the monthly charge has been processed. Your termination will take effect at the end of the current billing period, preventing further charges.
4. Refunds must be issued to the original payment method used for the purchase. Please allow up to 7-10 business days for the refund to be processed and reflected in your account.
5. GrandPad may contact the plan’s family members to collect payment if the plan’s original payer fails to respond to outreach.

Exceptions

If you purchased your plan from a retailer other than GrandPad, Inc. (an authorized retailer, e.g., Consumer Cellular), you should review that retailer's termination policy.

Contact Us

Accessories Return Policy

Returning an Accessory

Thank you for shopping with us. If you are requesting to return an accessory, please follow the process below:

Return Window

You have 30 days from the date of purchase to return an accessory.

Condition of Returned Items

Please return accessories in their original, unused, and undamaged condition, with all accessories, parts, and original packaging included.

Return Process

Initiate your Return: Contact our customer service team at (800) 704-9412 or email support@grandpad.net to notify us that you wish to make a return. After requesting a return, we will follow up with you via phone within two business days.
Prepare your Return: Pack the accessory securely in the original packaging. If you no longer have the box, please package the product and accessories carefully using materials designed for fragile items to protect the product during shipping.
Return Shipping Costs: The customer is responsible for all return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we are not responsible for items lost or damaged during return transit.
Processing Refunds: We will process your refund once we receive and inspect the returned item. Refunds will be issued to the original payment method used for the purchase. Please allow up to 7-10 business days for the refund to be processed and reflected in your account. Note that at our discretion, we may decline your return or charge you a fee for a missing item, or for items that we determine are damaged or require service.

Exceptions

If you purchased your accessory from a retailer other than GrandPad, Inc. (an authorized retailer, e.g. Consumer Cellular or Amazon), you should review that retailer's return policy.
If you received your merchandise through a promotional offer and returned only part of the items, we’ll revoke the promotional discount and charge the original payment method for the value of the promotional benefit associated with the offer.

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Business-to-Business Enterprise Plan Termination

Terminating Your Enterprise Plan

Business-to-business enterprise plan termination differs from our standard termination process.

1. Enterprise customers have unique agreements outlined in their Master Services Agreement and/or Order Form. These documents contain the specific terms and conditions regarding plan termination and product returns.
2. To ensure a smooth and compliant process, we ask our Enterprise Business-to-Business customers to refer to these governing documents for detailed instructions tailored to their specific contracts.

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