Return Policy

1. Introduction

At Retailgraceful, we are committed to ensuring your satisfaction with our products. This Return Policy explains the terms and conditions under which you may return products purchased from our website at https://retailgraceful.ddd. Please read this policy carefully before making a purchase.

This Return Policy is part of our Terms of Use and should be read in conjunction with our Privacy Policy. By purchasing products from us, you acknowledge that you have read, understood, and agree to this Return Policy.

2. Your Right to Return

2.1 Statutory Rights

As a consumer in the United Kingdom, you have certain statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Nothing in this Return Policy affects your statutory rights.

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your products without giving any reason. This is known as the "cooling-off period." If you exercise this right, you will receive a full refund for the products, excluding delivery charges (unless we delivered the products to you using our standard delivery method).

2.2 Our 30-Day Return Policy

In addition to your statutory rights, we offer a 30-day return policy for your convenience. You may return unopened and unused products within 30 days of the delivery date for a full refund, subject to the conditions outlined in this policy.

3. Conditions for Returns

To be eligible for a return and refund, the following conditions must be met:

3.1 Time Limit

You must initiate the return process within 30 days of the delivery date. Returns requested after this period may not be accepted.

3.2 Product Condition

Products must be returned in their original condition, unopened, and unused. The product packaging must be intact and undamaged. We cannot accept returns of opened products due to health and safety regulations applicable to dietary supplements.

3.3 Original Packaging

Products must be returned in their original packaging, including all labels, inserts, and accompanying materials. Products returned without original packaging may not be eligible for a refund.

3.4 Proof of Purchase

You must provide proof of purchase, such as your order number or receipt, when initiating a return.

3.5 Non-Returnable Items

The following items are not eligible for return:

• Opened or used products
• Products with damaged or missing packaging
• Products returned more than 30 days after delivery
• Products purchased from third-party retailers or unauthorized sellers
• Products marked as final sale or non-returnable at the time of purchase

4. How to Initiate a Return

To initiate a return, please follow these steps:

4.1 Contact Us

Contact our customer service team within 30 days of receiving your order. You can reach us by:

• Phone: +44 121 212 1212 (Monday to Friday, 9:00 AM to 5:00 PM GMT)
• Email: ask@retailgraceful.world

Please provide your order number, the product(s) you wish to return, and the reason for the return.

4.2 Return Authorization

Our customer service team will review your request and, if approved, provide you with a Return Authorization Number (RAN) and instructions for returning the product. Do not return products without first obtaining a Return Authorization Number, as unauthorized returns may not be processed.

4.3 Package the Product

Carefully package the product in its original packaging, ensuring it is secure and protected during transit. Include the Return Authorization Number on the outside of the package.

4.4 Ship the Product

Ship the product to the return address provided by our customer service team. You are responsible for the cost of return shipping unless the return is due to our error (e.g., wrong product shipped, defective product).

We recommend using a trackable shipping method and purchasing shipping insurance, as we are not responsible for products lost or damaged during return transit.

4.5 Return Address

Returns should be sent to:

Retailgraceful Returns Department
The Greenhouse, Gibb Street
Digbeth, Birmingham B9 4AA
United Kingdom

5. Refund Process

5.1 Inspection

Once we receive your returned product, we will inspect it to ensure it meets the return conditions outlined in Section 3. This inspection process typically takes 3-5 business days.

5.2 Refund Approval

If your return is approved, we will process your refund to the original payment method used for the purchase. The refund will include the purchase price of the returned product(s). Shipping charges are non-refundable unless the return is due to our error.

5.3 Refund Timing

Refunds are typically processed within 5-10 business days after we receive and inspect your returned product. Please note that it may take additional time for the refund to appear in your account, depending on your payment provider's processing times.

5.4 Refund Notification

You will receive an email notification once your refund has been processed. If you do not receive your refund within the expected timeframe, please contact your payment provider first, as there may be a delay in posting the refund to your account. If you have done this and still have not received your refund, please contact us.

5.5 Partial Refunds

In certain situations, only partial refunds may be granted:

• Products with signs of use or damage not caused during shipping
• Products returned without original packaging or with damaged packaging
• Products returned more than 30 days after delivery (at our discretion)

6. Exchanges

We do not offer direct exchanges. If you wish to exchange a product for a different item, you must return the original product for a refund and place a new order for the desired product. This ensures you receive the correct product as quickly as possible.

If you received a defective or incorrect product, please contact us immediately, and we will arrange for a replacement to be sent to you at no additional cost.

7. Damaged or Defective Products

7.1 Reporting Damage or Defects

If you receive a damaged or defective product, please contact us within 7 days of delivery. We will require photographic evidence of the damage or defect to process your claim.

7.2 Resolution

If we determine that a product is damaged or defective, we will offer one of the following resolutions at our discretion:

• A full refund, including original shipping charges
• A replacement product sent at no additional cost
• A partial refund if you wish to keep the product despite the damage or defect

7.3 Return of Damaged or Defective Products

We may require you to return the damaged or defective product before issuing a refund or replacement. In such cases, we will provide a prepaid return label, and you will not be responsible for return shipping costs.

8. Wrong Product Shipped

If we ship you the wrong product, please contact us immediately. We will arrange for the correct product to be sent to you at no additional cost and provide a prepaid return label for the incorrect product. You will receive a full refund for any price difference if the correct product costs less than the product you received.

9. Cancellations

9.1 Cancelling Before Shipment

You may cancel your order at any time before it has been shipped. To cancel an order, please contact us as soon as possible with your order number. If your order has not yet been processed for shipment, we will cancel it and issue a full refund.

9.2 Cancelling After Shipment

Once an order has been shipped, it cannot be cancelled. However, you may return the product in accordance with this Return Policy once you receive it.

10. Return Shipping Costs

10.1 Customer Responsibility

You are responsible for paying the shipping costs for returning products, unless the return is due to our error (e.g., wrong product shipped, defective product). Return shipping costs are non-refundable.

10.2 Our Responsibility

If the return is due to our error, we will provide a prepaid return label, and you will not be charged for return shipping.

10.3 Shipping Insurance

We strongly recommend using a trackable shipping method and purchasing shipping insurance when returning products. We are not responsible for products lost or damaged during return transit if you choose not to insure the shipment.

11. Refused or Undeliverable Packages

If you refuse delivery of a package or if a package is returned to us as undeliverable due to an incorrect address provided by you, we will issue a refund for the product price minus the original shipping costs and any return shipping costs incurred. If you wish to have the product reshipped, you will be responsible for the additional shipping charges.

12. Multiple Item Orders

If you ordered multiple items and wish to return only some of them, you may do so in accordance with this Return Policy. The refund will be calculated based on the price of the returned items. If your order qualified for free shipping or a discount based on the total order value, and the return reduces the order value below the qualifying threshold, we may deduct the applicable shipping charges or discount from your refund.

13. International Returns

At this time, we only ship to addresses within the United Kingdom. If you are located outside the UK and have received our products through a third-party service or forwarding address, please note that we cannot accept returns from international addresses. You will need to arrange for the product to be returned to a UK address or use a return forwarding service at your own expense.

14. Promotional Items and Free Gifts

If your order included promotional items or free gifts, these items must be returned along with the purchased products to receive a full refund. If promotional items or free gifts are not returned, we may deduct their value from your refund.

15. Restocking Fees

We do not charge restocking fees for returns that meet the conditions outlined in this Return Policy. However, if a product is returned in a condition that does not meet our return requirements (e.g., damaged packaging, signs of use), we reserve the right to deduct a restocking fee from your refund or deny the return altogether.

16. Fraudulent Returns

We reserve the right to refuse returns or issue refunds if we suspect fraudulent activity, including but not limited to:

• Returning products that were not purchased from us
• Returning used products as unused
• Returning products with counterfeit or altered packaging
• Excessive or abusive return patterns

If we determine that a return is fraudulent, we may take appropriate action, including refusing the return, denying future purchases, and reporting the matter to relevant authorities.

17. Changes to This Return Policy

We reserve the right to modify or update this Return Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website with a new "Last Updated" date. Your continued use of our website or purchase of products after changes are posted constitutes your acceptance of the updated Return Policy.

We encourage you to review this Return Policy periodically to stay informed about our return procedures and your rights.

18. Contact Us

If you have any questions about this Return Policy or need assistance with a return, please contact us:

Retailgraceful
The Greenhouse, Gibb Street
Digbeth, Birmingham B9 4AA
United Kingdom
Phone: +44 121 212 1212
Email: ask@retailgraceful.world

Our customer service team is available Monday to Friday, 9:00 AM to 5:00 PM GMT. We strive to respond to all inquiries within 24-48 hours.

19. Dispute Resolution

If you are not satisfied with how we have handled your return or refund, please contact us to discuss your concerns. We are committed to resolving any issues fairly and promptly.

If we are unable to resolve your complaint to your satisfaction, you may have the right to refer the matter to the appropriate consumer protection authority or alternative dispute resolution service in the United Kingdom.

20. Additional Information

20.1 Consumer Rights

This Return Policy does not affect your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015. If a product is faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, or refund under your statutory rights, regardless of the conditions outlined in this Return Policy.

20.2 Health and Safety

Due to health and safety regulations applicable to food supplements and consumable products, we cannot accept returns of opened or used products. This policy is in place to protect the health and safety of all our customers.

20.3 Environmental Responsibility

We are committed to environmental sustainability. When returning products, please use recyclable packaging materials where possible and consider the environmental impact of return shipping. We encourage you to carefully review product information before purchasing to minimize unnecessary returns.