Returns & Refund Policy
We want you to be happy with your purchase. Please read this policy carefully, as it applies to all orders placed with Grace Windsor for the UK market.
1. Return Period
1.1 You may request a return within 30 days of receiving your order.
1.2 To be eligible, the item must be:
- unused and in its original condition;
- returned with all original parts, packaging and accessories; and
- free from any signs of washing, use, alteration or intentional damage.
1.3 We reserve the right to refuse returns that do not meet these conditions.
2. How to Request a Return
2.1 All returns must be approved in advance.
2.2 Please contact us at info@gracewindsor.uk with:
- your order number;
- your full name;
- your shipping address;
- the reason for the return; and
- photos, if the item is damaged, faulty or incorrect.
2.2.1 We may ask you for photographs of the product, the packaging and the shipping label so that we can assess your request.
2.3 If you are exercising your statutory cancellation rights, we may offer a refund, a replacement with the same or an equivalent product, or store credit for a future purchase.
2.4 In other cases, we may offer a refund, a replacement with the same product, or store credit.
2.5 Once your return has been approved, we will provide you with the correct return address.
2.6 Do not send items back to the address shown on the parcel. Unauthorised returns may be refused.
3. Return Shipping
3.1 We do not offer free returns.
3.2 Return shipping costs are the responsibility of the customer in all cases.
3.3 Items must be sent to our designated warehouse. The exact address will be provided once your return has been approved.
3.4 We strongly recommend using a tracked shipping service and retaining proof of postage.
3.5 We are not responsible for return shipments that are lost without confirmed tracking.
4. Refunds
4.1 Refunds are processed only after the returned item has been received and inspected. Where you are exercising your statutory cancellation rights, refunds follow the applicable timeframe under UK law.
4.2 We reserve the right to withhold the refund until the returned item has been received and verified. If the contents do not match the original order or show an unjustified reduction in value, the refund may be refused in whole or in part.
4.3 Refunds will be issued to the original payment method.
4.4 Refunds are processed following inspection of the returned item and within the legally applicable timeframe.
4.5 Original shipping costs are non-refundable unless otherwise required by law.
4.6 If an item does not meet the return conditions, the refund may be refused.
5. Faulty, Damaged or Incorrect Items
5.1 You have the right to reject a faulty item within 30 days of delivery for a full refund. Please contact us immediately with your order number, a description of the issue and photographic evidence.
5.2 If the issue is confirmed:
- for faulty items, we will provide a free replacement, replacement parts or an equivalent solution at no additional cost; and
- for incorrect items, we will ship the correct item at no cost, without requiring you to return the original, except where the customer selected the wrong size.
5.3 If no fault is found, we may refuse a refund or replacement.
6. Exchanges
6.1 We do not offer direct exchanges.
6.2 To exchange an item, you must return the original item and place a new order. Return shipping is paid by the customer.
6.3 Alternatively, at our discretion, you may keep the original item and pay a reduced reshipping fee. This fee is normally between 30% and 40% of the original product price. This option requires our approval and is optional.
7. Order Changes & Cancellations
7.1 You may request cancellation within 24 hours of placing your order by email.
7.2 Once an order has been processed or shipped, it can no longer be cancelled or modified.
7.3 Please review your order details carefully before completing checkout.
8. Statutory Right to Cancel – United Kingdom
8.1 UK consumers have statutory cancellation rights for online purchases in accordance with applicable UK consumer protection law. This is separate from the 24-hour cancellation request described in Section 7.
8.2 To exercise this right, you must notify us within the applicable statutory period by email or by using the Cancellation Form provided in Appendix A.
8.3 Return shipping costs are the responsibility of the customer in all cases.
8.4 Your refund will be issued within the applicable statutory timeframe and using the same payment method used for the original purchase.
8.5 The right to cancel does not apply to:
- goods made to the customer's specifications or clearly personalised; and
- sealed goods that are not suitable for return due to health protection or hygiene reasons where the seal has been broken.
9. Unclaimed Orders & Delivery Redirections
9.1 During periods of high shipping volume, orders may be redirected to a collection point at the carrier's discretion.
9.2 If an order is not collected within the carrier's collection period:
- it will be returned to the carrier's local depot;
- reshipment requires payment of the original shipping cost; and
- if it is declined, it will be returned to our central warehouse.
9.3 Once the order has been returned to our warehouse, you may choose between:
- reshipment, subject to the applicable shipping costs; or
- a partial refund of 35% of the product price, which accounts for handling, storage and logistics costs. Shipping costs are non-refundable.
9.4 Refusing delivery does not automatically constitute the exercise of your statutory cancellation rights. An explicit statement from the customer is required within the applicable statutory period.
10. Lost or Undeliverable Orders
10.1 If an order is lost due to a logistics or carrier error, we may offer a free replacement or another appropriate solution.
11. Important Information
- All returns require prior approval.
- Return shipping costs are the responsibility of the customer in all cases.
- Items must meet the return eligibility conditions.
- Refunds are issued only after inspection.
- Unauthorised returns may be refused.
12. Contact
Grace Windsor
Email: info@gracewindsor.uk
Appendix A: Cancellation Form
(Complete and return this form only if you wish to cancel the contract.)
To: Grace Windsor, Email: info@gracewindsor.uk
I hereby give notice that I wish to cancel my contract for the purchase of the following goods:
Order number: ___________________________
Product description: ___________________________
Order date: ___________________________
Date received: ___________________________
Consumer's name: ___________________________
Consumer's address: ___________________________
Date: ___________________________
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Customer service hours: Monday to Friday, 9am to 5pm