Refund policy

Policy Overview 
At Grace’s Gallery, we are committed to providing high-quality home and garden essentials to our customers across Zimbabwe. We understand that occasionally, a product may not meet your expectations or may encounter issues during transit. This Return and Refund Policy outlines your rights and our obligations, ensuring full compliance with the Consumer Protection Act [Chapter 14:44] and Google Merchant Center standards.

1. Statutory Rights: Defective or Damaged Goods In accordance with the laws of Zimbabwe, you are entitled to receive goods that are of good quality, free from defects, and suitable for the purpose for which they are generally intended.

  • Implied Warranty: All products sold by Grace’s Gallery carry an implied warranty of quality for a period of six (6) months from the date of delivery.
  • Reporting a Defect: If you receive an item that is defective, damaged, or materially different from the description on our website (e.g., incorrect specifications, wrong color), you have the right to return it.
  • Remedies: For confirmed defective items returned within the warranty period, you may choose one of the following remedies:

 

    • Repair: We will repair the item at no cost to you.
    • Replacement: We will provide an identical replacement item (subject to stock availability).
    • Refund: We will issue a full refund of the purchase price, including any standard delivery charges paid.

2. Voluntary Returns: Change of Mind We understand that you may change your mind after making a purchase. We accept returns for non-defective items under the following conditions:

Timeframe: You must initiate the return within seven (7) days of receiving your order.

Condition: The item must be unused, unwashed, in its original packaging, and in the same condition that you received it. All seals, tags, and manuals must be intact.

Return Shipping: For "change of mind" returns, the customer is responsible for the cost of return shipping to our facility. Original shipping fees are non-refundable.

Restocking Fee: A restocking fee of 25% may apply if the item requires re-packaging.

3. Non-Returnable Items Certain items are exempt from being returned for hygiene or safety reasons, unless they are defective:

Perishable goods (e.g., food, flowers).

Personal care items (e.g., shavers, toothbrushes, sanitary goods).

Hazardous materials, flammable liquids, or gases.

Gift Cards.

4. The Return Process To initiate a return, please follow these steps rigorously to ensure your request is processed without delay:

Contact Us: Email our support team at info@gracesgallery.store or contact us via WhatsApp at +263 77 810 4667. Please provide your Order Number and a detailed description of the issue.

Evidence: For damaged or defective items, please attach clear photographs or a video demonstrating the issue.

Authorization: Wait for a Return Authorization (RA) number and specific shipping instructions. Do not return items without prior authorization.

Shipment: Pack the item securely and ship it to the following physical address:

Grace’s Gallery Returns Department

Harare, Zimbabwe