Replacement & Refund
Gracilia is committed to providing you with the most quality products possible.
In case you received products which meet one of the listed conditions, please contact us via [email protected] to report issues:
– Design errors/wrong order: Completely wrong design compared to information provided by customers on our site.
– Bad quality: blurry image/print.
– Damaged/lost during shipment.
– Order was sent to the wrong address.
You could request a refund or a replacement within 20 business days of receiving your order.
We would recommend you to provide us: order ID, email address, transaction ID, invoice ID, phone number…to find the exact order.
We also require you to send visual evidence of your products (photos, videos) to expedite the process.
- Remember not to return the item(s) you received because we do not have any return policy.
- Refund or free replacement will not be accepted for damage/lost item in cases of following: Wrong address provided, Improper care, Damages in use..etc,
- All returned/ undelivered parcels due to the wrong shipping address will not be returned to our factory, but sent directly to the Charity organization. If orders were undelivered because of the incorrect address provided by customers, our company can only offer a 50% refund or 50 % discount coupon for reordering.
- Refund process may take up to 7 business days and is credited via your original form of payment.