REFUND POLICY - GRACE WINDSOR
RETURNS ARE NOT FREE - SHIPPING COSTS APPLY
Is it possible to return my order?
Yes, it is possible. If you are not satisfied with the items you ordered, you have the option to return them within 30 days of receipt. For the return to be accepted, the order must meet all of the following conditions:
1. The order still contains all appropriate parts and components, and the packaging has arrived exactly as the product.
2. Normal handling of the product is evident. Damage resulting from careless handling is excluded.
3. Products for which hygiene is important have been thoroughly cleaned before starting the return process.
4. The defect in the product was identified immediately upon receipt.
5. We reserve the right to charge the customer for return shipping costs.
6. The return will be processed within 7 business days. If the conditions are met, it will be officially recognized within this period.
We reserve the right to refuse returned items if we suspect they have been used or damaged through no fault of our own.
HOW TO RETURN THE ORDER
If your order meets the conditions above, please follow the steps below to start the return process:
Email: Send an email to info@gracewindsor.uk with the subject 'Return Request'.
Information: Make sure the email contains: order number, reason for the return request, photo of the product in case of damage, customer's first and last name, and customer's address.
Wait: We will contact you and provide the correct return address. Do not send the product back to the sender - wait for the return address we will send you.
Shipping: The customer is responsible for the return shipping costs of the product to our central warehouse in Asia.
NEVER send the return to the sender - always wait for the return address we will provide you.
A. CANCELLATION CONDITIONS - RIGHT OF WITHDRAWAL
The consumer has the right of withdrawal according to the following provisions, if the consumer is a natural person who concludes a legal transaction for purposes that are not predominantly related to their commercial or professional activity.
Cancellation Period: 14 DAYS from the day the customer or a third party named by them received the last products.
As we work with a fully automated system, orders are executed immediately after being placed. Therefore, it is not possible to interrupt the shipping process until delivery. A refund is not possible after receiving the products without them being returned.
To exercise your right of withdrawal, you must inform us (Grace Windsor) by means of a clear declaration (e.g., by email) of your decision to withdraw from this contract. The withdrawal is completed when we receive the products. The costs of returning the products are borne by the buyer.
Orders in Transit:
Since our products are shipped from Asia, longer transit times may occur over which we have no control. If the products are already on their way, cancellation is not possible. Please wait until you receive the products and then return them. You can inform us in advance about your cancellation.
To ensure the fastest possible return, we ask that you send us a shipping confirmation as soon as the product is returned.
Consequences of Withdrawal:
What we refund: All payments received (except additional delivery costs). Refund within a maximum of 14 days using the same payment method used.
What we DO NOT refund: Return shipping costs, additional delivery costs (due to choosing a more expensive method) and damages caused by improper handling.
The refund is processed after receipt and verification of the products.
ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.
