Return, Exchange, or Refund Policy

 

1. Scope of Application
This Return, Exchange, and Refund Policy outlines the conditions, applicable timeframes, and procedures for returns and refunds for purchases made through the Graceoli website.
This policy is established in accordance with Australian Consumer Law (ACL) and applies exclusively to orders delivered within Australia.

By placing an order through our website, customers acknowledge and agree to the terms set out in this policy.

2. Return Conditions
Graceoli currently accepts return requests only.

Direct product exchanges are not offered. This is because each order is processed individually, and product availability may vary at the time a return is received.
To ensure accuracy and transparency in order handling, customers who wish to receive a different product or variation are advised to complete a return first and place a new order separately through the website.

3. Return Timeframe and Eligibility
Customers may submit a return request within 30 days from the date the order is delivered.

Returned items must meet all of the following conditions:

• The item is unused and undamaged

• Original packaging is intact

• All accessories, manuals, and included components are returned

Returns will not be accepted if the item shows signs of use, modification, or is returned without original packaging.

Where applicable, a return shipping label may be included in the original parcel to assist customers with the return process.

4. Order Cancellation and Refund Eligibility
Orders that have not yet entered processing or dispatch may be cancelled within 24 hours of payment confirmation, and a full refund will be issued.

If more than 24 hours have passed, or if the order has already entered shipment processing or has been dispatched, cancellation will no longer be possible. In such cases, refunds may only be processed through the return procedure after delivery.

All refund requests are subject to inspection and verification of the returned item’s condition.

5. Return and Refund Procedure
To initiate a return or refund request, customers must contact customer support and provide the following information:

• Order number

• Reason for return

• Photos of the product (required for items that are damaged or defective)

Once the request has been reviewed, confirmation and return instructions will be provided.
Customers should follow the instructions supplied when returning the item.

After the returned product has been received and inspected, refunds will be processed within 2–5 business days.

6. Return Shipping Costs
If a return is requested for personal reasons, such as change of mind or preference, return shipping costs will be borne by the customer and may be deducted from the refund amount where applicable.

If the item is faulty, damaged during transit, or not as described, return shipping costs will be handled in accordance with Australian Consumer Law.

7. Refund Method
Refunds will be issued using the same payment method originally used for the purchase.
The time required for the refunded amount to appear in the customer’s account depends on the policies of the relevant financial institution or payment provider.

8. Contact Information
For enquiries or to initiate a return or refund request, please contact Graceoli using the details below:

Email: pr@graceoli.com
Phone: +65 (874) 00788
Address: APT BLK 107 SERANGOON NORTH AVENUE 1 #13-681, SINGAPORE 550107, SINGAPORE
Customer Service Hours: Monday to Friday, 9:00 am – 5:00 pm (AEST, excluding public holidays)
Delivery Area: Australia

Graceoli is committed to providing a transparent, reliable, and compliant shopping experience in line with Australian online retail standards and consumer protection regulations.