Refund policy
Returns Policy
Important: Returns are not free of charge. Return shipping costs are the responsibility of the customer.
Can I return a product?
Yes, you can.
If you are not satisfied with the product you received, you may return it within 30 days of receiving your order.
To be eligible for a return, the following conditions must be met:
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The product must include all original parts and accessories and be properly packaged.
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The product must have been handled with care and show no damage caused by improper use.
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For products that involve hygiene considerations, the item must be thoroughly cleaned before initiating the return process.
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If the product was received defective, this must be clearly demonstrated.
We reserve the right to charge return shipping costs to the customer.
Returns are processed within 7 business days. If all conditions are met, the return will be officially approved within this timeframe.
Note: We reserve the right to reject returns for products that are used or damaged due to reasons not attributable to our error.
How to request a return
If your order meets the conditions above, please follow these steps to initiate a return:
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Send an email to: info@graceauckland.com
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Include the following information:
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Order number
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Reason for the return
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Photo of the product (if damaged)
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Full name
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Address
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Once we receive your request, we will provide you with the return address.
Please do not send the package to the sender address. It is essential that you contact us first to receive the correct return address.
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Return shipping costs are borne by the customer.
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All returns must be sent, at the customer’s expense, to our central warehouse in Asia.