RETURNS AND EXCHANGES PROCESS

We understand that sometimes things don't go as planned and you may need to make a return, request a refund, or have your order resent. In such an event, we've made the process as seamless as possible to ensure your satisfaction. Here are the guidelines you need to know to facilitate a smooth and hassle-free experience.

As a discerning customer who appreciates quality and craftsmanship, we want you to have the best experience possible. We pride ourselves on our upscale and elegant approach to customer service, and our commitment to modern minimalism. Our goal is to ensure that you feel confident and secure in your purchase, and that any issues are promptly resolved.

While we hope that you never have to use this service, we want you to know that we are here to serve you. Our guidelines are designed to make the process as clear and impactful as possible, so that you can get back to enjoying your purchase in no time. Thank you for choosing our brand, and we look forward to providing you with exceptional service.

If you need to return or exchange an item, follow these simple steps:

1. Contact our customer support team by sending an email to hello@gramercylighting.com or by visiting our Contact Us page on our website. Include the reason for the return or exchange in the subject line. Choose from Delayed Order, Quality Issue, or Damaged Order.
2. Provide us with your Order # and details of the reason for the return or exchange along with photos or videos as proof of damage or quality issues.
3. Our customer support team will assist you in the return process and provide a return shipping address if required.
4. Once we receive the returned item, we will inspect it to ensure it's in its original condition and packaging.
5. If the item passes inspection and your return is accepted, we will process either a refund or exchange, depending on your preference. For payments made via credit card, refunds will be credited back to the credit card used to purchase the item.

Frequently Asked Questions (FAQ)

Q1: How long do I have to return an item after my request is accepted?

A1: After your return request is accepted, you have 7 days to ship the item back to us. Please ensure the item is in its original condition and packaging when returning it.

Q2: Who covers the shipping costs for returns?

A2: When returning an item, you are responsible for covering the shipping costs. We recommend using a trackable shipping method to ensure the safe return of the item.

Q3: How long does it take to process a refund request?

A3: We aim to process refund requests promptly. Once we receive the returned item and confirm its condition, we will initiate the refund process. It usually takes 5-7 business days for the refund to be processed and reflected in your account. Please note that the time it takes for the refund to appear may vary depending on your payment method and financial institution.

Q4: What if the item I received is different from what I ordered?

A4: If you receive an item that is not as described or is different from what you ordered, please contact our customer support team immediately. We will work with you to resolve the issue and ensure you receive the correct item or a refund if necessary.

Q5: Can I return an item if I changed my mind or no longer want it?

A5: We understand that preferences can change. However, we do not accept returns for items due to a change of mind. Our return policy primarily covers cases where items are damaged, of poor quality, or not as described.

Q6: What if my order is delayed beyond the estimated delivery time?

A6: If your order is significantly delayed beyond the estimated delivery time, please reach out to our customer support team. We will investigate the delay and work to ensure your order is delivered promptly or offer a suitable solution.

Q7: How can I contact customer support for assistance with my return or refund request?

A7: You can contact our customer support team by emailing us at hello@gramercylighting.com or by visiting our Contact Us page on our website. Our dedicated support team is here to assist you with any questions or concerns you may have.

Q8: What should I do if I receive a damaged item?

A8: If you receive a damaged item, please contact our customer support team within 3 days of receiving the order. Provide us with photos or videos of the damaged item, and we will assist you in processing a return or replacement.

Q9: Can I cancel an order after it has been shipped?

A9: Order cancellation is possible if the item has not been shipped yet. However, if your order has already been shipped, we are unable to cancel it.

Q10: What happens if I provide an incorrect shipping address?

A10: It's essential to provide accurate shipping information. If the shipping address is incorrect, you have 24 hours upon payment to request an update to the shipping address. We can only change this once. 

However, if it has been shipped additional charges may apply for reshipping. There will also be a 10% restocking fee for packages returned due to an incorrect address.

Please keep in mind that our goal is to provide you with a smooth and satisfactory experience. If you have any other questions or concerns not addressed here, please do not hesitate to reach out to our customer support team. We are here to help you every step of the way.