Refund Policy

1. Overview

At Grace Atelier Perfumery, we are committed to your satisfaction with our artisanal fragrances and products. Due to the nature of our luxury perfume products and the South African Consumer Protection Act, we offer a limited returns policy. This policy outlines the conditions under which returns and refunds are accepted.

2. Return Window

You may return eligible products within 14 days of delivery. Products must be returned in their original, unused condition with all packaging, tags, and documentation intact. We recommend keeping the original packaging for at least 30 days after delivery.

Returns requested after 14 days will not be accepted, except in cases where the product is defective or damaged upon arrival.

3. Eligible Products

Returnable Items

The following products may be eligible for return:

• Standard fragrance products (Eau de Parfum, Eau de Toilette)
• Candle collections
• Skincare products (where applicable)
• Accessory items

Non-Returnable Items

The following products are not eligible for return:

• Custom or personalized fragrances
• Discovery Box subscription items
• Products that have been opened or used
• Products without original packaging
• Gift cards or vouchers
• Clearance or sale items (final sale)

4. Return Conditions

To be eligible for a return, items must meet all of the following conditions:

• Products must be unused and in their original condition
• Original packaging, tags, and documentation must be included
• Proof of purchase (order number and receipt) must be provided
• Products must not show signs of wear, damage, or alteration
• Return must be initiated within 14 days of delivery

We reserve the right to refuse returns that do not meet these conditions. In such cases, items will be returned to you at your expense.

5. How to Initiate a Return

Step 1: Contact Us

Email us at hello@graceandmerci.com with your order number and reason for return. Include photos of the product and packaging if applicable. We will review your request and provide return instructions within 2-3 business days.

Step 2: Prepare Your Return

Once approved, carefully package the item in its original packaging. Include the return authorization number and proof of purchase. We recommend using a tracked shipping service and purchasing shipping insurance.

Step 3: Ship the Item

Ship the item to our returns address. You are responsible for return shipping costs unless the return is due to our error (defective product, wrong item shipped, etc.).

6. Refund Process

Processing Time

Once we receive and inspect your returned item, we will process your refund within 5-10 business days. You will receive an email confirmation when the refund has been processed.

Refund Method

Refunds will be issued to your original payment method. Please allow additional time for your bank or credit card company to process the refund:

• Credit/Debit Cards: 3-5 business days
• PayFast/EFT: 1-3 business days
• Bank transfers may take up to 5-7 business days

Refund Amount

Refunds will include the product price minus any applicable restocking fees. Original shipping costs are non-refundable unless the return is due to our error. Taxes paid will be refunded according to South African tax regulations.

7. Exchanges

We offer exchanges for the same product in a different size or scent, subject to availability. Exchanges follow the same return conditions and timeframe as refunds. If the exchange item is of higher value, you will be charged the difference. If lower value, a credit will be issued for the difference.

8. Damaged or Defective Products

If you receive a damaged, defective, or incorrect product, please contact us immediately at hello@graceandmerci.com with photos and your order details. We will arrange for a replacement or full refund at no cost to you, including return shipping.

Claims for damaged items must be made within 48 hours of delivery. We inspect all shipments before dispatch, but damage can occur during transit.

9. Subscription Cancellations

For our Discovery Box subscription service, cancellations must be made through your account dashboard. Subscription fees are non-refundable. You may cancel at any time, but charges will continue until the end of the current billing period.

If you receive a defective subscription box, please contact us immediately for a replacement or credit.

10. Restocking Fees

A 15% restocking fee may apply to returns that are not due to our error. This fee covers the costs associated with processing returns, restocking, and quality inspections. Restocking fees do not apply to defective or damaged products.

11. International Returns

For international orders, return shipping costs and customs duties are the responsibility of the customer unless the return is due to our error. We recommend using a tracked international shipping service for returns.

12. Contact Information

For returns, refunds, or questions about this policy, please contact us:

Our customer service team is available Monday to Friday, 9 AM to 5 PM SAST. We aim to respond to all return requests within 24 hours.

13. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after changes are posted constitutes acceptance of the updated policy.