Last updated: June 2025
We want you to be completely happy with your GRACÉA purchase. If something is not right, we will do our best to make it right. Please read this policy carefully so you know where you stand.
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is in addition to your statutory rights under the Consumer Rights Act 2015.
To exercise your right to cancel, please contact us at hello@gracea.co.uk within 14 days of receiving your order. Please include your order number and the items you wish to return.
To be eligible for a return, items must be unused, in their original condition, and in their original packaging. For hygiene reasons, we are unable to accept returns on items that have been opened or used, unless the product is faulty or not as described.
This applies particularly to wax kits, hair removal creams, and personal grooming devices where hygiene is a consideration. If your item arrived damaged or defective, this does not apply and we will arrange a replacement or full refund regardless of whether the item has been opened.
Contact us at hello@gracea.co.uk with your order number and details of the item you wish to return. We will respond within 2 business days with return instructions. Please do not send items back without contacting us first, as this may delay the process.
Return postage costs are the responsibility of the customer unless the item is faulty, damaged, or incorrectly sent. We recommend using a tracked postal service for returns, as we cannot be held responsible for parcels lost in transit.
Once we receive and inspect your returned item, we will process your refund within 5 to 10 business days. The refund will be issued to your original payment method. You will receive an email confirmation once the refund has been processed.
Please note that original shipping costs are non-refundable unless the return is due to our error or a faulty product.
If your item arrives damaged, defective, or not as described, please contact us at hello@gracea.co.uk within 48 hours of delivery. Please include your order number, a brief description of the issue, and photographs where possible. We will arrange a replacement or full refund at no cost to you and we will cover any return postage required.
We do not currently offer direct exchanges. If you would like a different product, please return your original item for a refund and place a new order.
If you have not received your refund within 10 business days of us confirming it has been processed, please first check with your bank or card provider, as processing times can vary. If you have done this and still have not received your refund, please contact us at hello@gracea.co.uk and we will look into it immediately.