Return, Refund & Cancellation Policy

At GRACEBERRY (GRACEBERRY COSMETICS), we are committed to providing genuine, premium skincare and wellness formulations that are carefully inspected, securely packaged, and promptly dispatched.

While we take every precaution to ensure safe and accurate fulfillment, we understand that issues may occasionally arise during shipping or handling. This policy outlines the terms and procedures for reporting discrepancies, requesting replacements, cancellations, and receiving refunds.

1. 24–48 Hour Reporting Window

Due to the personal nature and safety standards of cosmetic and wellness products, any order discrepancy must be reported to our customer support team within 24 to 48 hours of delivery. This includes:

Damaged, crushed, or broken products
Spillage, leakage, or unsealed containers
Wrong or mismatched products
Missing items or quantity discrepancies
Tampered outer shipping packaging

Requests submitted after this window may not be eligible for return, replacement, or refund, except where required by applicable law.

2. How to Raise a Return / Replacement Request

To initiate a request, please contact our customer care team through:

Email: support@graceberry.in
Customer Care / WhatsApp: +91 63540 19253 (Mon–Sat, 9:00 AM – 6:00 PM IST)

Please provide the following details for prompt resolution:

Order Number (e.g., #GB-1024)
Customer Name and Registered Mobile Number
Name and variant of the affected product(s)
Detailed description of the issue
Clear photographs of the outer carton, shipping label, and damaged product
An unboxing video (strongly recommended for parcel discrepancy and leakage claims)

Important: Please keep the original product, packaging, outer carton, shipping label, and invoice safely until your complaint has been resolved.

3. Verification & Resolution Process

Once we receive your request and supporting media, our fulfillment and quality team will review the claim against our dispatch logs, batch numbers, and courier weight records.

Upon verification and approval, Graceberry will provide an appropriate resolution:

Immediate Free Replacement: A fresh unit dispatched at no extra cost to you.
Missing Quantity Dispatch: Any missing items dispatched via expedited shipping.
Full or Partial Refund: Processed back to your payment method where replacement is unavailable or mutually agreed.

4. Items Not Eligible for Return (Hygiene & Safety)

For health, personal hygiene, and consumer safety reasons, cosmetics and skincare products cannot be returned once delivered in sound condition. Returns will not be accepted in cases where:

The product seal has been opened, broken, tested, or used.
The request is based on personal preference regarding fragrance, scent, texture, or color.
The product has been damaged after delivery due to improper handling, storage, or neglect.
The return is initiated without prior authorization from Graceberry customer support.

5. Damaged, Leaked, or Mismatched Products

If your package arrives visibly broken, leaking, or contains products different from what you ordered:

Do not discard or use the product.
Photograph the condition of the outer package before and after opening.
Reach out to our customer care team within 24 hours of delivery.

Once verified, Graceberry will arrange reverse pickup (where serviceable) and dispatch a replacement or issue a refund immediately.

6. Order Cancellation Policy

Customers may request cancellation of an order before it has been processed and handed over to our logistics partner:

Before Dispatch: You can cancel by contacting us immediately via WhatsApp or email. If the order has not been dispatched, a 100% refund will be processed immediately.
After Dispatch: Once an order is handed over to the courier partner and a tracking number is generated, it cannot be canceled mid-transit. You may choose to refuse delivery at your doorstep, after which return verification and refund rules will apply.

7. Refund Timeline & Payment Methods

Where a refund is approved by our team:

Prepaid Orders (Cards, Net Banking, UPI, Wallets): The refund is credited back to the original payment source within 5–7 business days, depending on your bank’s processing cycle.
Cash on Delivery (COD) Orders: Our customer support team will contact you to request verified bank account details (Account Number, IFSC code) or UPI ID to initiate a direct transfer within 5–7 business days.

8. Return Shipping Charges

Where Graceberry approves a return due to verified damage, leakage, defective formulation, or shipment error attributable to Graceberry or our courier partners, Graceberry arranges reverse pickup and covers all return shipping costs.

If reverse pickup is unavailable in your pincode, our team will authorize you to ship the package via a standard courier, and reasonable shipping charges will be reimbursed upon proof of receipt.

9. Undelivered Shipments & Delivery Disputes

If your tracking status shows “Delivered” but you have not physically received the parcel, please notify us within 24 hours. We will immediately escalate an investigation with the courier partner for digital proof of delivery and GPS delivery coordinates.

10. Customer Support Contact Details

For any questions or assistance regarding this Return, Refund & Cancellation Policy, please contact:

Graceberry (Graceberry Cosmetics)
Website: www.graceberry.in
Email: support@graceberry.in
Phone / WhatsApp: +91 63540 19253
Operating Hours: Monday – Saturday, 9:00 AM – 6:00 PM IST
Address: C-80, Sumeru City Mall, Mota Varachha, Surat – 394101, Gujarat, India