Refund policy
At Grace&Grey, we want you to be happy with every purchase.
To keep our process simple and convenient, we do not offer returns or refunds. We offer replacements only for eligible issues with your order.
Please read the policy below carefully before raising a replacement request.
3-Day Replacement Policy
Our replacement policy is valid for 3 days from the date of delivery.
If more than 3 days have passed since your order was delivered, unfortunately, we will not be able to process a replacement request.
To be eligible for a replacement, you must contact us within 3 days of receiving your order.
When Can You Request a Replacement?
We accept replacement requests in the following situations:
Wrong Product Received
If you receive a product different from the one you ordered, please contact us and share clear photographs of the product received.
Manufacturing Defect
If the product has a genuine manufacturing defect, you may request a replacement.
Please note: Manufacturing-defect claims are not applicable to electronic products, as our electronic products do not carry a warranty or guarantee unless specifically mentioned on the product page.
Product Received Damaged
If your order arrives damaged, please contact us as soon as possible with clear photographs and the required unboxing proof.
Unboxing Video Is Mandatory
For any claim involving a wrong, damaged, defective, or missing product, a clear unboxing video is mandatory.
The video should show:
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The package before opening
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The shipping label clearly visible
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The complete opening of the package
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The product and its condition after opening
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Any damage, defect, or mismatch clearly visible
Claims without a proper unboxing video may not be eligible for replacement.
We strongly recommend recording an uninterrupted unboxing video whenever you receive your order.
How to Request a Replacement
If you have received a wrong, damaged, or eligible defective product, please contact us within 3 days of delivery.
Email us at:
Please include:
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Your Order Number
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Clear photographs of the product
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A clear unboxing video
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A brief description of the issue
Our team will review your request and get back to you within 12–24 business hours.
Products We Do Not Replace
Replacement requests will not be accepted for issues such as:
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You did not like the product
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Change of mind
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Product is smaller or larger than expected when the listed dimensions were correct
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Colour preference or minor variation due to screen/display differences
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Product does not meet personal expectations
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Normal wear and tear after use
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Damage caused by improper use, handling, installation, or storage
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Any issue not caused by a wrong, damaged, or eligible defective product
We recommend carefully checking the product description, specifications, dimensions, images, and other details before placing your order.
Electronic Products
Electronic products sold by Grace&Grey do not carry a warranty or guarantee unless explicitly mentioned on the respective product page.
Therefore, manufacturing-defect replacement claims do not apply to electronic products unless a specific warranty/replacement commitment is stated on the product listing.
Replacement Conditions
For an approved replacement:
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The replacement will generally be for the same product.
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Replacement is subject to product availability.
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We do not provide cash refunds in place of an approved replacement.
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If the exact product is unavailable, our team may contact you regarding an appropriate resolution.
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The original product may need to be returned depending on the nature of the issue.
Please do not send any product back without first contacting our support team and receiving instructions.
Important
Grace&Grey reserves the right to review every replacement request individually.
Providing photographs and an unboxing video does not automatically guarantee approval. The submitted information will be reviewed to determine whether the issue falls within our replacement policy.
Need Help?
We're here to help.
If you have received a wrong, damaged, or eligible defective product, contact us at:
Email: support@gracengrey.com
Response Time: 12–24 business hours
Please mention your Order Number in your email so that we can assist you faster.
Grace&grey
Thoughtful finds. Everyday beauty.
