RETURN & REFUND POLICY
Order Confirmation & Policy Agreement
By placing an order through the Grace Toronto website, you acknowledge that you have carefully read, understood, and agreed to this Return & Refund Policy.
By completing your purchase, you confirm that:
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You have reviewed and accepted the return conditions and applicable timeframes.
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You agree to follow the return procedure outlined below.
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In the event of a payment dispute or chargeback, this policy, together with order records, shipping information, and communication history, may be used as supporting evidence.
Returns
Your satisfaction is important to us. If you are not completely happy with your purchase, eligible products may be returned within 30 days of the delivery date, provided the conditions below are met.
Return Requirements
To qualify for a return:
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The item must be unused, unworn, and unwashed.
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The product must be returned in its original packaging.
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The item must remain in its original condition with all tags, labels, and accessories included.
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Only normal inspection of the product is permitted.
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Return shipping costs are the responsibility of the customer.
Once your return has been received and inspected, it will generally be processed within 7 business days.
Grace Toronto reserves the right to refuse returns that show signs of misuse, damage, excessive wear, alteration, or any condition inconsistent with normal inspection.
How to Request a Return
To request a return, please contact us within 30 days after your order has been delivered.
Email:
Please include the following information:
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Your full name
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Order number
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Shipping address
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Reason for your return
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Photos of the item (required if the item is damaged or defective)
Please wait until our support team provides return instructions before shipping your package.
Returns sent without prior authorization may not be accepted.
For your protection, we strongly recommend using a tracked shipping service and keeping your proof of shipment until your return has been completed.
Damaged or Defective Products
If your order arrives damaged or contains a manufacturing defect, please contact us within 2 days after delivery.
Email:
Please include:
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Your order number
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A brief explanation of the issue
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Clear photos or a short video showing the defect
After reviewing your request, we may offer:
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A replacement item
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A partial refund
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A full refund
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Another suitable solution depending on the circumstances
In some situations, returning the defective item will not be necessary.
Replacement orders are generally processed within 7–14 business days.
Lost Packages
If your shipment appears to be lost during transit, please contact our support team immediately.
Provide:
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Your order number
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Tracking number
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Any additional shipping information
We will investigate the shipment with the carrier and, if the package is officially confirmed as lost, we will arrange an appropriate replacement or refund.
If a package is refused, remains unclaimed, or is returned because an incorrect shipping address was provided, a CAD $35 administrative and shipping fee will be deducted from the refund.
Order Cancellations
Customers may request to cancel an order before it has been shipped.
To request cancellation, please email:
Once an order has entered the shipping process, it can no longer be cancelled.
If your order has already been dispatched, you may return it after delivery by following our standard return procedure.
Return shipping costs remain the responsibility of the customer.
Chargebacks & Payment Disputes
If you experience any issue with your order, we kindly ask that you contact Grace Toronto before opening a payment dispute.
Our customer support team is committed to resolving problems quickly and fairly.
Should a chargeback be initiated, we may submit documentation including:
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Order confirmation
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Shipping confirmation
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Tracking information
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Customer communication
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Photos or supporting evidence
Submitting a chargeback without first contacting our support team may delay the resolution process and could affect future purchases.
Additional Information
Please note:
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All approved returns must be sent to our central fulfillment warehouse in Asia.
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Return shipping costs are not covered by Grace Toronto.
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We are not responsible for shipping delays, customs procedures, or courier-related issues outside our control.
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Hygiene-sensitive products that have been opened, used, or returned in an unsanitary condition cannot be accepted.
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Original shipping costs are non-refundable unless otherwise required by applicable consumer protection laws.
Contact Us
If you have any questions regarding this Return & Refund Policy, our customer support team is happy to help.
Grace Toronto
Email: info@gracetoro.com