At Gracila, your satisfaction is our top priority. If you need to return or request a refund, please follow the guidelines outlined below to ensure a smooth process.

1. General Return and Refund Process

Contact Us:

• Reach out to our customer service team at support@gracila.store within 14 days of receiving your order.

• Provide your order number, reason for return, and any relevant details.

Receive Return Authorization:

• We will issue a Return Authorization Number and provide instructions for returning the item.

Return the Item:

• Package the item securely, including the original packaging and all accessories.

• Write the Return Authorization Number on the package and ship it to the address provided by our customer service team.

Inspection and Refund:

• Once we receive and inspect the returned item, we will process your refund.

• You will receive a confirmation email when the refund is issued.

2. Return and Refund Scenarios

Defective or Damaged Items:

• Contact us within 7 days of receipt.

• Provide photos of the defect or damage and your order number.

• We will arrange for a return or replacement at no additional cost. If preferred, we will process a refund after receiving and verifying the returned item.

Incorrect Item Received:

• Contact us within 7 days of receipt.

• Provide details and photos of the incorrect item and your order number.

• We will arrange for the correct item to be sent or issue a full refund once the incorrect item is returned.

Order Not Received:

• Contact us immediately if your order does not arrive within the expected delivery time.

• We will investigate with the carrier and assist in locating your package.

• If the order is confirmed lost or undelivered, we will offer a replacement or refund based on your preference.

Order Cancellation:

• Contact us as soon as possible to cancel your order.

• If the order has not yet been processed or shipped, we will cancel it and issue a full refund.

• If the order has already been shipped, follow our standard return process to receive a refund.

Return After Purchase:

• Return the item in its original, unused condition and packaging within 14 days of receipt.

• Shipping costs for returns are the customer's responsibility.

• After inspection, we will issue a refund for the product cost. Shipping fees are non-refundable.

3. Refunds

Processing Time:

• Refunds are processed within 7 business days after receiving and inspecting the returned item.

Method of Refund:

• Refunds will be issued to the original payment method. If the payment method is no longer valid, store credit will be issued.

4. Contact Us

For any questions or to initiate a return or refund, please contact us:

Email: support@gracila.store

Thank you for shopping with Gracila. We are here to ensure your shopping experience is smooth and satisfactory.