1. All Sales Are Wholesale and Final
All sales by SourceGrid LLC are wholesale, business-to-business and final. Because our portfolio includes color cosmetics, hair-color formulations, peroxide and oxidizing developers, alcohol-based products, professional treatments and other regulated personal-care items, SourceGrid does not accept returns or refunds based on, among other reasons:
- Change of mind, reordering preference, customer preference or shade selection.
- Incorrect product, variant, shade, size, presentation, scent, language or labeling ordered by the Buyer.
- Downstream end-consumer complaints (which the Buyer assumes in full as the seller of record to its own customers).
- Alleged performance issues attributable to misuse, improper application, off-label use, mixing with third-party products, storage outside manufacturer specifications, exposure to heat, freezing or sunlight, or repackaging.
- Discontinuation, reformulation or rebranding by the manufacturer after delivery.
- Market-price fluctuations, currency variations, promotions or discounts offered after the order date.
- Photographic, color-rendering or descriptive variations between the Services and the physical product.
- Marketplace policy changes or restrictions imposed by Amazon, Walmart, TikTok Shop or any third party.
2. Inspection Window — Strict Seven-Day Rule
The Buyer must inspect every shipment immediately upon arrival and report any shortage, mis-shipment, visibly damaged unit or apparent manufacturing defect in writing within seven (7) calendar days of delivery to sales@sourcegrid.co, including: (i) order/invoice number, (ii) high-resolution photographs of the affected products, the inner packaging and the outer carton from multiple angles, (iii) the carrier tracking number, (iv) date and time of receipt, and (v) a precise description of the issue with the affected SKUs and quantities. Claims received after seven (7) calendar days are permanently barred, time being of the essence. For carrier damage, the Buyer must additionally file a damage claim with the carrier within forty-eight (48) hours of receipt and provide the claim number to SourceGrid.
3. Eligible Claims (Exhaustive List)
A claim may be considered if and only if the products fall within one of the following narrowly-defined categories:
- Manufacturing defect apparent within seven (7) days of delivery and confirmed by SourceGrid or the manufacturer's quality department.
- In-transit damage with carrier proof of damage filed within forty-eight (48) hours.
- Mis-shipment by SourceGrid (wrong SKU, wrong variant, wrong quantity) verified against the picking slip.
- Short shipment against the packing slip, supported by photographs of the entire shipment as received.
4. Strictly Not Eligible
Without limiting Section 1, the following are not eligible for refund, replacement, store credit or chargeback:
- Products that have been opened, used, partially used, repackaged, relabeled, decanted, mixed, diluted, refilled or removed from their original sealed packaging.
- Products purchased more than thirty (30) calendar days before the claim, regardless of the reason.
- Products that have expired or are within ninety (90) days of expiration while in the Buyer's custody.
- Products damaged by improper storage, freezing, exposure to heat or sunlight, humidity or contamination at the Buyer's premises or during the Buyer's outbound shipments.
- Products subject to a chargeback, ACH reversal or payment dispute initiated without first contacting SourceGrid in writing and allowing fifteen (15) business days for resolution.
- Products purchased on clearance, closeout, “as-is”, end-of-life or marked “final sale”.
- Products diverted, transshipped, exported, sold outside the authorized channel or in violation of MAP, brand or marketplace policy.
- Products affected by recalls handled directly by the manufacturer under its own recall protocol.
- Hazmat or otherwise regulated articles that cannot be lawfully returned by parcel carrier (see Section 10).
5. Resolution Options — SourceGrid's Sole Discretion
Where a claim is approved in writing by SourceGrid, SourceGrid will, at its sole and exclusive discretion, elect one of the following remedies, which constitute the Buyer's sole and exclusive remedy for any non-conformity, defect or other issue: (i) replacement of the affected products subject to availability; (ii) issuance of a store credit, valid for twelve (12) months, to be applied against future orders; or (iii) refund to the original payment method. Refunds, when granted, are processed within ten (10) business days of approval and exclude original shipping, handling, insurance, customs, currency-conversion, payment-processor and any non-refundable third-party fees. SourceGrid is under no obligation to elect any particular remedy and is under no obligation to issue cash refunds where replacement or store credit is reasonably available.
6. Return Procedure (RMA)
Do not return any product without a written Return Merchandise Authorization (RMA) issued by SourceGrid. Unauthorized returns will be refused and returned to sender at the Buyer's expense, with no credit issued. Authorized returns must be:
- Shipped, freight prepaid and fully insured for the invoice value, to the address provided in the RMA.
- Dispatched within fifteen (15) calendar days of RMA issuance; thereafter the RMA expires automatically.
- Packed in their original master cartons with adequate void-fill and protection.
- Clearly marked with the RMA number on every outer box and on the bill of lading.
- Accompanied by a copy of the RMA, the original invoice and a packing list itemizing each returned SKU and lot.
Risk of loss in transit remains with the Buyer until the goods are received and inspected by SourceGrid. SourceGrid will inspect the return within ten (10) business days of receipt; remedies under Section 5 will be processed only after inspection confirms the claim.
7. Restocking Fee on Discretionary Returns
Returns of non-defective, in-good-condition product (e.g., over-ordering accommodation), where granted as a courtesy, are subject to a twenty percent (20%) restocking fee calculated on the net invoice value, plus inbound and outbound freight, insurance and handling. Such accommodations are entirely at SourceGrid's sole discretion, are not a right of the Buyer, and may be denied without explanation.
8. Order Cancellations and Modifications
Orders may be cancelled or modified without penalty only before payment has been processed and a picking slip has been generated by the warehouse. Once an order has entered fulfillment, it may not be cancelled or modified. Special-order, custom-import, pre-booked, drop-ship and made-to-order items are non-cancellable, non-modifiable, non-returnable and non-refundable from the moment the order is placed.
9. Chargebacks; Payment Disputes
The Buyer agrees, as a material condition of these Terms, to contact sales@sourcegrid.co in writing and to allow at least fifteen (15) business days for resolution before initiating any chargeback, dispute, ACH reversal or payment-network claim with its card issuer or bank. Fraudulent, abusive or bad-faith chargebacks will be vigorously contested with full transactional evidence and may result in (i) immediate suspension or termination of the account, (ii) recovery of legal fees, costs and time spent on dispute response, (iii) reporting to credit bureaus and industry watch-lists, and (iv) referral to applicable authorities for investigation. The Buyer agrees that any chargeback overturned in SourceGrid's favor automatically authorizes SourceGrid to recharge the disputed amount plus a USD 75 administrative fee per chargeback.
10. Hazardous Materials and Regulated Goods
Certain products in our portfolio (peroxide developers, aerosols, alcohol-based formulas, certain solvents) are classified as hazardous materials by the U.S. Department of Transportation, IATA or analogous authorities. Such products cannot be returned via standard parcel service and may be entirely ineligible for return for safety, regulatory and insurance reasons, regardless of the underlying claim. SourceGrid will instead, where appropriate, issue replacement or credit per Section 5 and instruct the Buyer on lawful disposal at the Buyer's expense.
11. Recalls
Manufacturer-initiated product recalls are administered in accordance with the recalling brand's protocol and applicable U.S. law (including the FD&C Act and CPSC requirements where applicable). The Buyer agrees to (i) immediately quarantine affected stock, (ii) notify its own downstream customers as required, (iii) cooperate fully with SourceGrid and the manufacturer, and (iv) follow the recall instructions communicated by SourceGrid. Compensation for recalled product, if any, is governed by the manufacturer's recall program and not by this Policy.
12. Limitation of Remedies and Liability
The remedies in this Policy are the Buyer's sole and exclusive remedies for any non-conformity, defect, damage, shortage or other issue relating to the products. SourceGrid's aggregate liability is limited as set forth in Section 10 of the Terms & Conditions, which is incorporated herein by reference. UNDER NO CIRCUMSTANCES IS SOURCEGRID LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOST RESALE OPPORTUNITIES, MARKETPLACE-SUSPENSION DAMAGES OR REPUTATIONAL HARM.
13. Survival; Severability
Sections that by their nature should survive (Sections 1, 2, 4, 9, 12 and 13) survive any termination of the commercial relationship. If any provision of this Policy is held invalid or unenforceable, the remaining provisions remain in full force and the invalid provision will be reformed to the minimum extent necessary.
14. Governing Law; Disputes
This Policy is governed by and construed in accordance with the laws of the State of Florida, USA, and is subject to the same governing-law, venue and binding-arbitration provisions set forth in the Terms & Conditions, which are incorporated herein by reference.
15. Contact
SourceGrid LLC · Returns & Claims Department · 7971 NW 21 ST, Doral, Florida 33198, USA · sales@sourcegrid.co · Mon–Fri 10am–5pm ET (excluding U.S. federal holidays).