Return and Refund Policy
At GRACENOUR, we stand behind the engineering and durability of every product. If your gear does not meet your expectations, our straightforward return framework ensures a hassle-free resolution.
Merchant Business Information
Verified EntityConditions for Return Approval
To qualify for a full product reimbursement, returned merchandise must adhere to the following criteria:
- Unused & Pristine: Items must be completely unused, free of liquid residue or odor, and clean with all original product labels attached.
- Factory Packaging: Products must be returned in their original packaging, including sleeves, caps, containers, inserts, and manual cards.
- Proof of Order: A verifiable order number (e.g., #GN-XXXX) and purchase receipt associated with our official store.
How to Initiate a Return (RMA Process)
Please follow our streamlined Return Merchandise Authorization (RMA) workflow:
Contact Support
Email our desk at service@gracenour.com with your order number and reason for return.
Receive Instructions
Upon approval, our team will furnish a return authorization number and designated return facility routing details.
Dispatch Parcel
Pack your gear securely and share the carrier tracking number with us to expedite return inspection.
Damaged, Defective, or Incorrect Shipments
Please inspect your parcel upon receipt. If your order arrives broken, structurally compromised, or contains the wrong variation:
- Contact us at service@gracenour.com within 72 hours of parcel delivery.
- Provide clear photos or a brief video showing the defect along with the outer parcel shipping label.
- We will dispatch an immediate replacement or issue a full reimbursement at zero extra expense to you.
Non-Returnable & Excluded Items
To uphold strict sanitation and hygiene standards, certain categories are exempt from regular returns:
- Personalized or custom laser-engraved vessels.
- Individual drinking spouts, silicone straws, or mouthpieces that have been unsealed or washed.
- Clearance items explicitly marked as "Final Sale" during promotional events.
- Digital gift vouchers and e-gift cards.
Product Exchanges
The most efficient method to swap for an alternate color, capacity, or model is to initiate a return for the original item and place a separate new order on our store once your return tracking is logged.
European Union 14-Day Statutory Right of Withdrawal
For shipments delivered to European Union member states, customers possess the statutory right to cancel or return their purchase within 14 calendar days of physical receipt without providing justification. Items must remain brand new, unwrapped, unwashed, and packed inside original retail boxes with purchase verification.
Refund Processing & Timelines
Once your return arrives at our logistics hub, our quality control team will inspect the item within 3–5 business days.
- Upon passing inspection, your refund will be processed immediately to your original method of payment (Credit Card / PayPal).
- Credit card institutions and payment gateways typically require an additional 7–10 business days to post funds back to your statement.
- If more than 10 business days have elapsed since receiving your refund confirmation email, please reach out to service@gracenour.com.