Effective Date: June 3, 2024

At GRA·EL Concierge, your satisfaction is our top priority. We aim to provide you with a luxurious and seamless shopping experience. If you are not entirely satisfied with your purchase, our Refund Policy is designed to address your concerns promptly and efficiently.

1. Eligibility for Refunds

To be eligible for a refund, the following conditions must be met:

• The item must be returned within 30 days of receipt.
• The item must be unused, unworn, and in its original packaging with all tags and labels attached.
• Certain items, such as personalized or custom-made products, perishable goods, and beauty products, may not be eligible for a refund due to hygiene and safety reasons. These exceptions will be clearly stated at the time of purchase.

2. Refund Process

Initiating a Refund:

• Contact your dedicated GRA·EL lifestyle associate or our customer service team at [email protected] to initiate the refund process.
• Provide your order number, item(s) to be refunded, and the reason for the refund request.

Return Authorization:

• Upon receiving your refund request, we will issue a Return Authorization (RA) number and provide you with detailed instructions for returning the item(s).

Packaging and Shipping:

• Securely pack the item(s) in the original packaging, including any accessories, manuals, or promotional items that came with the product.
• Affix the provided return shipping label to the package, ensuring the RA number is clearly visible.
• Drop off the package at the designated shipping carrier location or arrange for a pickup if specified.

3. Processing Refunds

• Once we receive and inspect the returned item(s), we will process your refund within 7-10 business days.
• Refunds will be issued to the original method of payment used for the purchase. The timing of the refund may vary depending on your bank or credit card issuer.
• If the return is due to a defect, damage, or error on our part, GRA·EL will cover the return shipping costs and any original shipping charges.

4. Refund Amount

• The refund amount will include the purchase price of the returned item(s) and any applicable taxes.
• Original shipping charges will be refunded only if the return is due to a defect, damage, or error on our part.
• If you return part of an order, only the cost of the returned items and a proportionate amount of the shipping charges (if applicable) will be refunded.

5. Non-Refundable Items

Certain items are non-refundable, including but not limited to:

• Personalized or custom-made products
• Perishable goods (e.g., food, flowers)
• Beauty and skincare products that have been opened or used
• Intimate apparel and swimwear
• Gift cards

6. Exchanges

• If you wish to exchange an item for a different size, color, or product, please follow the return process outlined above and place a new order for the desired item.
• Exchanges are subject to product availability. We recommend initiating exchanges promptly to ensure the desired item is in stock.

7. Contact Us

If you have any questions or need further assistance with your refund, please contact your GRA·EL lifestyle associate or our customer service team at [email protected] or call us at 973-327-3528.