Return & Refund Policy

General Return Policy

If you find yourself unsatisfied with a product, you have the freedom to initiate a return within 30 days of receiving it.

However, please note that if there are no quality issues involved, you will be responsible for the return or exchange cost ( a restocking fee that is equivalent to 10% of the purchase price) and shipping fee. To proceed with a general return, it is necessary to retain the original packaging.For more detailed information,please refer to our article on "Why Should I Keep the Original Packaging."The following conditions must be met in order to return an item:

The item must be in brand-new condition. 

It should be installed and/or unassembled. 

No usage should be evident, and all pieces must be intact.

Original tags and packaging must be present.

 

Please be aware that the 30-day return policy is specific to each individual item and is based on the delivery time indicated on the carrier's website, rather than the entire order.We will not accept returns if the item(s) are marked as delivered more than 30 days prior to initiating the return.

 *Special Note: For items delivered between November 28 and December 26, you may initiate a return within 35 days from the date of delivery.

Product Exchanges:

You have the flexibility to exchange any item within 30 days of its delivery.If it's an exchange due to reasons other than quality problems, the customer will be responsible for the shipping fees for sending back the product and for the second shipment of the exchanged item.

Kindly be aware: All exchanges necessitate the use of the original product packaging.If the original packaging is unavailable, a supplementary repackaging fee of $50 per item will be applicable.

Our team is dedicated to arranging a convenient day and time to both deliver your new item and collect the exchanged one simultaneously.Should the replacement item cost less than the exchanged product, we will reimburse the variance to your original payment method.In cases where the new item costs more, we will adjust the payment for the difference during the exchange process.

 

Product Returns:

Please note that certain items cannot be returned, including:

Clearance items.

Customized items.

Opened bedding materials

Items marked as"Non-Returnable"on the product page.

Assembled or disassembled products.

Items without original packaging or with serious damage to the original packaging.

 

Unauthorized returns will not qualify for a refund and will be rejected upon delivery to our Returns Center.

 

Important Information before Initiating a General Return:

1. We kindly request that you do not dispose of any original packaging or wrapping materials from the received item(s).

2. When packaging the item for return, please ensure it is done in the same manner as when it arrived, meeting the carrier's requirements. For large items, you will need to prepare the pallet yourself.

3. Any additional services included in the original order will not be refunded for a general return,including doorwaydrop-off,room of choice drop-off, and white glove delivery.

4. To assess the condition and eligibility for returns, we require at least one full-view picture of the product and theouter box, as well as a picture of the internal packaging.

5. If there are no quality issues involved, you will be responsible for the return or exchange cost (a restocking fee that is equivalent to 10%of the purchase price) and shipping fee.

In certain regions, we may provide prepaid return labels and the return shipping fee will be deducted once the item is returned.If a prepaid return shipping label cannot be provided, you will need to arrange the return yourself.

Faulty or Damaged Products:

Upon receiving your purchase, please thoroughly inspect it and immediately notify us of any missing parts, faults, damage, or incorrect items.If any issues arise with the product.Providing images of the product,packaging,and labels on the exterior will greatly expedite the process. It is recommended to contact our customer service within 48 hours of receiving your items if there are any issues with the product.Please note that all inquiries regarding product issues are best made within 30 days of receipt, accompanied by the aforementioned three types of pictures.After-sales inquiries made after 30 days of receipt may be affected negatively due to factors outside the specified time frame. Unauthorized handyman services will not be covered by repair fees.

Custom/Made to Order Furniture and Personalization:

These special-order items are made to your individual specifications;therefore,we cannot accept returns or exchanges.

Supplemental Terms:

Damaged items refer to products that have incurred damage during shipping.To assist you efficiently,please report any damaged products to customer service within 3 business days of receiving the item.Additionally,please refrain from discarding the damaged item and its packaging.For further details, please contact support@gradodesign.us.

Undelivered and Refused Package:

If the delivery attempt is unsuccessful for reasons such as refusal, invalid address, or lack of signature,resulting in reshipment or cancellation, you will be responsible for the additional handling and shipping fees that might occur.

How to Initiate a Return:

To initiate the return/exchange process within the 30-day product return/exchange window,please contact our Customer Support team(support@gradodesign.us)with your order number to arrange for return/exchange shipping or pick-up.Please include photos of the product,indicating its current condition and any defects that it may have GRADO reserves the right to select the return method,and will provide instructions on how to proceed.

Upon approval of the return request,you will receive an email notification with detailed return instructions and a return sticker.Please refrain from returning the item(s)until you have obtained the return merchandise authorization.Do not send the package back directly to the address indicated on the website or shipping label,as it is not the actual return address.The correct return address will be provided to you via email along with the return sticker once your return has been approved.

  1. Package the Item(s): Make sure to include all parts in their original packaging.
  2. Ship Out the Package(s) using a Trackable Shipping Method. Please ensure that you use a trackable shipping method when returning the package(s) to us. Once shipped, kindly provide us with the tracking number and carrier information. Please note that returns sent without tracking information may experience delays in processing your refund.

You will receive a notification email within 3-5 working days after we have received your item(s),confirming the receipt and processing of your refund.The refund will be credited back to the account from which the funds were originally drawn.

Kindly note that for credit card payments,it may take up to one billing cycle for the refund to be reflected in your account.During the return process,please refrain from initiating a chargeback with your credit card company,as resolving chargeback disputes can be time-consuming.It is advisable to remain patient and allow the return process to proceed accordingly.However,if you encounter any unusual delays,please feel free to contact us for further assistance.

Email: support@gradodesign.us

Address: Room 502, 5th Floor, Building 1, 1181 Bin'an Road, Changhe Street, Binjiang District, Hangzhou, Zhejiang, 310053,CN