Refund policy
RETURNS POLICY
Please note that we do not offer free returns. Customers are responsible for the cost of returning items.
Can I return my order?
Yes.
If you are not completely satisfied with your purchase, you may return your item(s) within 30 days of receiving your order.
To be eligible for a return, the following conditions must be met:
- The item must be returned in its original condition, including all original packaging, accessories and labels.
- The item must not have been used beyond what is necessary to inspect it.
- Any damage caused by improper use or handling is not eligible for a refund.
- Items with hygiene considerations must be returned clean and unused.
- Any damaged or defective item must be reported immediately after delivery.
- Return shipping costs are the responsibility of the customer.
Once your return has been received, it will be inspected within 7 business days. If all return conditions are met, your refund will be processed accordingly.
We reserve the right to refuse returns if the item has been used, damaged or does not meet the conditions outlined above.
How do I return my order?
If your return meets the conditions above, please contact us before sending anything back.
Email: info@carol-grace.com
Please include the following information:
- Your order number
- Reason for your return request
- Photos of the item (if damaged or faulty)
- Your full name
- Your delivery address
Our customer support team will provide you with the correct return address.
Please do not return your order to the sender's address shown on the parcel. Returns sent without prior authorisation may not be accepted.
Customers are responsible for all return shipping costs.
Right to Cancel
If you are purchasing as a consumer, you have the right to cancel your purchase in accordance with applicable consumer protection legislation.
You have 14 days from the day you receive your order to notify us that you wish to cancel your purchase.
As our orders are processed automatically shortly after they are placed, we are unable to cancel orders once they have been dispatched.
To exercise your right to cancel, please contact us by email at:
Your cancellation will be completed once the returned goods have been received.
Return postage remains the responsibility of the customer.
Orders Already in Transit
As our products are shipped directly from our international warehouse in Asia, delivery times may occasionally be longer than expected.
If your order has already been dispatched, it cannot be cancelled while in transit.
Please wait until your order has been delivered before requesting a return.
To help us process your refund more quickly, we recommend emailing us once your return has been shipped, together with proof of postage.
Refunds
Once your returned item has been received and inspected, we will issue your refund within 14 days.
Refunds will be made using the same payment method used for the original purchase unless otherwise agreed.
Please note:
- Original shipping charges are non-refundable.
- Any additional shipping costs paid for premium delivery services are also non-refundable.
Important Information
All returned items must be sent to our central returns warehouse in Asia.
Customers are responsible for all return shipping costs.
Returns sent without contacting us first may not be accepted.