
REFUND & RETURNS POLICY
Effective Date: February 20, 2025
At GRACECITE, we want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer a hassle-free return and exchange policy. Please review the terms and conditions below:
1. Eligibility for Returns & Exchanges
To be eligible for a return or exchange, your item must meet the following conditions:
- Must be returned within 30 days from the date of purchase.
- Items must be unused, unworn, and in original condition with all tags attached and packaging intact.
- A proof of purchase (order number or receipt) is required for all returns or exchanges.
- Final sale items, gift cards, and personalized/customized products are non-returnable and non-exchangeable.
2. How to Initiate a Return or Exchange
To begin the return or exchange process, follow these steps:
- Contact Us: Reach out to our customer service team at [email protected] or call (603) 964-5819 with your order number and reason for return or exchange.
- Return Authorization: You will receive a Return Authorization Number (RA#) and instructions on how to send your item back to us.
- Return the Item: Carefully pack your item and ship it back using a trackable shipping method. Customers are responsible for return shipping costs, unless the item is defective or incorrect.
- Processing: Once we receive your returned item, please allow 5-7 business days for processing. Refunds will be issued to the original payment method.
3. Refund Policy
- Refunds will be processed to the original payment method within 7-10 business days after we receive and inspect the returned item.
- Shipping fees are non-refundable, unless the item is defective, damaged, or incorrect.
- If you have not received your refund after 10 business days, please contact your bank or payment provider for assistance.
4. Exchange Policy
- If you wish to exchange an item for a different size, color, or style, we will process the exchange at no additional charge (subject to availability).
- If the item you wish to exchange for is out of stock, we will offer store credit or a refund instead.
- Exchanges are shipped within 3-5 business days after we receive your returned item.
5. Defective or Incorrect Items
If you received a defective or incorrect item, please notify us within 7 days of receiving your order. Provide clear photos of the issue, and we will cover all return shipping costs and send a replacement immediately.
6. Non-Returnable Items
The following items cannot be returned or exchanged:
- Final sale items
- Gift cards
- Personalized or customized products
- Items damaged due to misuse, improper care, or normal wear and tear
7. Late or Missing Refunds
If you haven’t received your refund yet, please:
- Check your bank account again.
- Contact your credit card company, as it may take some time before the refund is officially posted.
- If the issue persists, please contact our support team at [email protected] for assistance.
8. Contact Us
If you have any questions or need assistance regarding returns or exchanges, please contact us:
📞 Hotline: (603) 964-5819
📍 Address: 203 Lafayette Rd #76, North Hampton, New Hampshire
📧 Email: [email protected]