Effective Date: June 2, 2024

At GRA·EL Concierge, we strive to ensure your complete satisfaction with every purchase. Our Return Policy is designed to be as seamless and accommodating as our services. Please read the following guidelines to understand our return process.

1. Eligibility for Returns

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

• Items must be returned within 30 days of receipt.
• Items must be unused, unworn, and in their 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 return due to hygiene and safety reasons. These exceptions will be clearly stated at the time of purchase.

2. Return Process

Initiating a Return:

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

Return Authorization:

• Upon receiving your return 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. Refunds and Processing Time

• 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. Please note that the timing of the refund may vary depending on your bank or credit card issuer.
• In the case of defective or damaged items, you may opt for a replacement or a full refund, including any original shipping charges.

4. Return Shipping Costs

• For returns due to change of mind or incorrect orders, you will be responsible for the return shipping costs.
• If the return is due to a defect, damage, or error on our part, GRA·EL will cover the return shipping costs.

5. 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.

6. Non-Returnable Items

Certain items are non-returnable, 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.

7. Contact Us

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

Thank you for choosing GRA·EL Concierge. We are committed to providing you with a luxurious and hassle-free shopping experience. Your satisfaction is our top priority.