Refund policy
Refund Policy
At GraceHeld, every bag is carefully checked before it ships. We only accept returns or offer refunds when an item arrives damaged, defective, or incorrect.
Damaged or defective items
If your bag arrives damaged or with a manufacturing defect, contact us within 7 days of delivery at [your email]. Please include:
- Your order number
- Clear photos of the damage or defect
- A photo of the packaging it arrived in
Once we've reviewed your claim, we'll offer you a free replacement or a full refund, whichever you prefer. Depending on the issue, we may not need you to send the item back.
Wrong item received
If you received the wrong item, let us know within 7 days of delivery and we'll send the correct one at no cost to you.
What we can't accept
We're unable to accept returns or offer refunds for:
- Change of mind, or no longer wanting the item
- Damage caused by normal wear, misuse or accidents after delivery
- Claims made more than 7 days after delivery
- Items without photo proof of the damage