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We warrant our merchandise to be free of defects in material and workmanship, offering a 100% quality guarantee on all merchandise. Please check your item(s) upon delivery. We process returns and exchanges for any reason of the purchase in saleable condition. Just notify our customer service teams via email at hello@gradodesign.hk  within 30 days of receipt or date of purchase, whichever is later. and initiate refunds or exchanges on Shopify. We promise to process if you receive the product(s) we considered manufacturers’ defects, with damage in transit, or delivered incorrectly.

RETURN & EXCHANGE CONDITIONS

  1. Merchandise must be returned in its original packaging without normal wear and tear or damage from daily use within 30 days of receipt or purchase date. Please keep in mind that furniture is vulnerable to damage during shipping. For this reason, it's important that you please keep and use the original packaging for any items you wish to return.
  2. We reserve the right to refuse returns or exchanges of items that we deem are not in saleable condition because of misuse or damage caused by a customer. Damage/Lost caused by customers is non-refundable.
  3. Original receipt(s) and Returns&Exchanges Card are required.
  4. A 10% restocking fee and redelivery fee(equal to 10% of the total purchase, not exceeding $500) will be applied to merchandise that is returned or exchanged for reasons other than manufacturer’s defects or damage.
  5. Shipping and delivery fees are not refundable except in cases of manufacturing defects or transit damage.
  6. Returns are accepted only at our warehouse.
  7. Refunds will be issued to the original form of payment.
  8. In accordance with applicable state and local laws, any taxes paid will be refunded.
  9. Order value is calculated before tax. For any items that are on sale or discounted, the order value is calculated using the original price. 
  10. If the Returns&Exchanges are due to the buyer’s problem (such as: don’t like/want the item, or ordered the wrong product/size), the buyer should pay a restocking fee and redelivery fee.

For your convenience, we will accept the following as proof of purchase:

-Original receipt(s)

-E-receipt

-Original packing slip(s)

-Gift packing slip(s)

-Order number

GENERAL RETURN PROCESS

  1. Initiate a return: Please email us at support@gradodesign.us  or hello@gradodesign.hk with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days. Then you can initiate the return process on Shopify.
  2. Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature because we will not be responsible for lost return/exchange.
  3. Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 business days and then provide a replacement for an exchange or issue a refund.

REFUNDS

  1. Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.
  2. If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at  support@gradodesign.us  or hello@gradodesign.hk.

Please Note: we do not refund our original shipping cost.

Order Cancellations

  1. We accept cancellation of your order for items that have not yet shipped or are on backorder. Once an item has shipped, cancellation is not accepted. For SHIP TO UK, all items are in-stock ready to ship and will be shipped within 1~3 business days (s) after an order is
  2. For custom and special order items, the merchandise is made to your specifications and therefore, we do not accept cancellations, returns, or exchanges. 

For your information, we reserve the right to refuse the order of any merchandise that we deem is erroneously priced, described, and shown in Stores and Online.

Email: support@gradodesign.us  

Address:  UNIT#2052 275 NEW NORTH ROAD LONDON UNITED KINGDOM N1 7AA 

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