Refund policy

Return and Refund Policy

At GRACE, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help.

Returns

Customers may request a return within 14 days of receiving their order.

To be eligible for a return:

The item must be unused and in the same condition that you received it.
The item must be in the original packaging.
Proof of purchase or order confirmation is required.
Items showing signs of use, damage, or alteration may not be eligible for a refund.

To initiate a return, please contact our support team:

Email: shuranyabukoshi@gmail.com
Phone: +44 7460 318499

Refunds

Once we receive and inspect your returned item, we will notify you regarding the status of your refund.

If approved, your refund will be processed to the original payment method within 5–10 business days, depending on your bank or payment provider.

Shipping costs are non-refundable unless the item arrived damaged or incorrect.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos and order details so we can resolve the issue quickly.

Order Cancellations

Orders may be cancelled within 12 hours after purchase. After this period, the order may already be in processing and cannot be cancelled.

Processing & Delivery Times

Order Processing Time: 24–72 business hours
Estimated Delivery Time: 7–15 business days

Please note that delivery times may vary depending on customs, carrier delays, holidays, or external factors beyond our control.

Non-Returnable Items

Certain items may not be eligible for return, including:

Personalized or custom-made products
Final sale items
Gift cards
Hygiene-sensitive products

Contact Information

GRACE
HORIZONEX RETAIL LTD
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, UNITED KINGDOM