REFUND POLICY

GRACE MELBOURNE

MELBOURNE  ·  SINCE 1996

REFUND POLICY

Last updated: May 2026

This Refund Policy describes the conditions under which GRACE MELBOURNE accepts return, exchange and refund requests. By purchasing from our site grace-melbourne.com, you accept the terms outlined below.

For any questions regarding an order, please contact our customer service at support@grace-melbourne.com.

RIGHT OF WITHDRAWAL

In accordance with Australian consumer law (Australian Consumer Law, Schedule 2 of the Competition and Consumer Act 2010), you have the right to withdraw from the contract within 14 days of the date of receipt of the product, without having to provide any reason.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract through an explicit statement (e.g. a letter sent by post or an email) to:

support@grace-melbourne.com

The communication must include:

  • The order number
  • The buyer's full name
  • The email address used for the purchase
  • The description of the product to be returned
  • The reason for the return (optional)

CONDITIONS FOR RETURN

To be eligible for a return, the product must meet the following conditions:

  • The product must be in the same condition in which it was received, unworn or unused, with tags and in its original packaging.
  • The product must be returned within 14 days of receipt.
  • You must provide the receipt or proof of purchase.
  • The product must not be damaged or altered.

To initiate a return, please contact us at support@grace-melbourne.com. If your return is accepted, we will send you instructions on how and where to send the package. Items returned without first requesting a return will not be accepted.

NON-RETURNABLE ITEMS

Some types of items cannot be returned, including:

  • Final sale or promotional items marked as 'non-returnable'
  • Gift cards
  • Custom-made or personalised products
  • Underwear, swimwear and personal hygiene accessories for hygiene reasons
  • Products with broken or opened seals, where the nature of the product does not allow it

Please note that nothing in this policy limits or excludes any guarantees, warranties, rights or remedies you may have under the Australian Consumer Law, which cannot be excluded.

DAMAGE AND ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

In the case of a defective product or damage during transport, the refund or replacement of the product will be completely free of charge for the customer.

To request assistance in case of damage, please provide:

  • Clear photos of the product and the damage
  • Photos of the packaging (if damaged)
  • Order number
  • Detailed description of the issue

PRODUCT EXCHANGE

The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

If you wish to request an exchange for size or colour, please contact us at support@grace-melbourne.com indicating the order number and the desired item. The exchange will be subject to product availability in stock.

REFUND PROCESS

Once your return is received and inspected, we will notify you whether the refund has been approved or not. If approved, you will be automatically refunded to your original payment method within 10 business days.

Please note that it may take some time before your bank or credit card company processes and posts the refund.

If more than 15 business days have passed since we approved your return and you have not yet received your refund, please contact us at support@grace-melbourne.com.

RETURN SHIPPING COSTS

The shipping costs for returning the product are the responsibility of the customer, except in the following cases:

  • Defective or damaged product
  • Error in the order (wrong item shipped)
  • Product not conforming to the description

In these cases, we will cover the return shipping costs by providing a free shipping label or reimbursing the expenses incurred.

We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive the returned item.

ORDER CANCELLATION

You may cancel your order within 24 hours of purchase, provided it has not yet been shipped. To request cancellation, please contact us promptly at support@grace-melbourne.com with your order number.

Once the order has been shipped, it will no longer be possible to cancel it, but you can proceed with the standard return process once the product has been received.

CONTACT FOR ASSISTANCE

For any questions regarding refunds, returns or exchanges, please contact us:

Website: https://grace-melbourne.com
Email: support@grace-melbourne.com
Store: GRACE MELBOURNE
Operated by: CAVALEIRUS LLC

Our customer service team will respond within 24–48 business hours.

© 2026 grace-melbourne.com — Operated by CAVALEIRUS LLC 
Contact: support@grace-melbourne.com