Returns & Refunds
Last updated: July 2026
We want you to be happy with your kit. Here's how returns work depending on the situation.
Defective or damaged on arrival
If your kit arrives with a manufacturing defect, or damaged in shipping, contact helloisogrid@gmail.com within 14 days of delivery with your order number and photos of the issue. We'll cover return shipping and send a replacement or full refund — your choice.
Change of mind
Because kits ship in small hand-assembled batches, we ask that change-of-mind returns be requested within 30 days of delivery, and that the kit be returned unopened and unassembled in its original packaging. Once a kit has been installed, it's no longer resellable as new, so we can't offer a change-of-mind refund past that point — a defect or damage claim (above) is handled differently and isn't subject to this restriction.
For change-of-mind returns, the customer covers return shipping. Refunds are issued to your original payment method once we receive and inspect the returned item.
| Situation | Window | Condition required | Who pays return shipping |
|---|---|---|---|
| Defective / damaged on arrival | 14 days from delivery | Any — send photos | ISOGRID |
| Change of mind | 30 days from delivery | Unopened, unassembled | Customer |
How to start a return
Email helloisogrid@gmail.com with your order number and the reason for the return. We'll confirm the details and next steps directly.
Refund timing
Once a return is received and inspected, refunds are typically processed within 5–7 business days. It may take a few additional days for your bank to post the refund.
Contact
Questions about a return: helloisogrid@gmail.com