Refund policy

Return & Refund Policy

Effective Date: August 15, 2026

At Grace & Stella, we want you to feel confident when shopping with us. If there is a problem with your order, we will do our best to resolve it fairly and efficiently.

1. Return Eligibility

You may request a return if:

  • You received the wrong product.

  • The product arrived damaged or defective.

  • The product is significantly different from its description.

  • The product is unused, unopened, and in its original condition, where applicable.

  • The return request meets the timeframe and conditions described in this policy.

Returned products must generally be in their original packaging and include any accessories, labels, or other items that came with the order.

We reserve the right to inspect returned products before approving a return, exchange, or refund.

2. Return Timeframe

Please contact us within 7 days of receiving your order if you wish to request a return.

Requests submitted after this period may not be accepted unless the issue involves a defective, damaged, incorrect, or otherwise qualifying product under applicable law.

To start a return, contact us at:

Email: engineerbilalkhanofficial@gmail.com
Phone: 03259565237

Please include your order number and a clear description of the reason for the return.

3. How to Request a Return

To request a return:

  1. Contact us within the applicable return period.

  2. Provide your order number.

  3. Explain the reason for the return.

  4. Provide clear photographs or video where relevant, particularly for damaged, defective, or incorrect products.

  5. Wait for our return instructions before sending the product back.

Please do not send a product back without contacting us first, as this may delay the processing of your request.

4. Refund Process

Once we receive and inspect the returned product, we will notify you whether your return has been approved.

If approved, the refund will be processed using the appropriate payment method, where possible.

For approved refunds, please allow 5–10 business days for the refund to be processed after approval. The time required for the funds to appear in your account may also depend on your bank or payment provider.

For cash-on-delivery orders, we may request appropriate bank or account information to process an approved refund.

5. Exchanges

Where available, we may offer an exchange instead of a refund for eligible products.

Exchanges may be available when:

  • The wrong product was sent.

  • The product arrived damaged or defective.

  • Another qualifying issue occurred with the order.

An exchange is subject to product availability.

If the requested replacement is unavailable, we may offer a refund or another appropriate solution.

6. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible and preferably within 7 days of delivery.

We may request photographs or video showing:

  • The product

  • The packaging

  • The shipping label

  • The damage or defect

This helps us investigate the issue and, where appropriate, work with our delivery partner.

If the issue is verified, we may offer a replacement, exchange, refund, or another appropriate remedy.

You will not be charged return shipping for a product that we confirm was damaged, defective, or incorrectly supplied by us, subject to the applicable return procedure.

7. Non-Returnable Items

For hygiene, safety, and product-quality reasons, certain items may not be eligible for return once opened or used.

Unless required otherwise by applicable law, non-returnable items may include:

  • Opened or used cosmetics

  • Opened skincare products

  • Used beauty or personal-care products

  • Products without their original packaging where the packaging is necessary for resale

  • Products damaged after delivery due to customer misuse or improper handling

  • Gift cards or digital products, where applicable

  • Products specifically identified as non-returnable on the product page

This does not affect your rights regarding products that are defective, damaged, incorrect, counterfeit, or otherwise subject to a remedy under applicable law.

8. Return Shipping Costs

If the issue is our responsibility

If we sent you the wrong product or the product is confirmed to have arrived damaged or defective, Grace & Stella will cover the reasonable return shipping cost according to our return instructions.

If the return is for another reason

If a return is approved for a reason that is not due to an error or defect on our part, the customer may be responsible for the return shipping cost.

We will inform you of any applicable return shipping charges before the return is processed.

9. Refund Deductions

For approved refunds, the amount refunded may be adjusted for applicable shipping or other charges where permitted by our policies and applicable law.

We will communicate any applicable deductions to you before processing the refund where reasonably possible.

10. Order Cancellation

If you need to cancel an order, please contact us as soon as possible at:

03259565237
engineerbilalkhanofficial@gmail.com

We will try to accommodate cancellation requests before the order has been dispatched.

Once an order has been dispatched, it may no longer be possible to cancel it and the return procedure may apply instead.

11. Customer Responsibility

Customers are responsible for providing accurate delivery information and following our return instructions.

Products should be packaged securely when being returned to help prevent damage during transportation.

We may not be responsible for products that are lost or damaged during a customer-arranged return shipment where the return was not made according to our instructions.

12. Our Commitment

We want every customer to have a positive experience with Grace & Stella.

If you experience a problem with your order, please contact us rather than leaving the issue unresolved. We will review your request fairly and work with you to find an appropriate solution.

Nothing in this policy is intended to remove or restrict any rights or remedies that cannot legally be excluded or restricted under applicable law.

13. Contact Us

For return, exchange, or refund questions, contact:

Grace & Stella
Owner: Bilal Khan
Email: engineerbilalkhanofficial@gmail.com
Phone: 03259565237

Last Updated: August 15, 2026