Refund policy

REFUNDS & RETURNS – SHIPPING YOUR ITEM BACK TO US

We honour your right to cancel an order under the distant selling regulations (2000). You have 14 days in which to notify us that you wish to cancel and the 14 days commences on the day after you receive your order. This is your statutory 'cooling off' period. You can notify us by e-mail. Unless your delivery is defective or damaged, it is your responsibility to return the goods at your cost.  You then have a further 14 days in which to return your item - making a total of 28 days from the time your goods have been delivered.

You must notify us prior to sending the item/items back otherwise we cannot accept the goods.

If you would like to return something you have ordered from us, please contact us by email at enquiries@gracegentle.co.uk within 48 hours of receipt of your order from the delivered date by our chosen Courier Service.

If goods are returned outside of the 28 day timeframe then it will not be accepted and will be returned to the customer unless an exchange has been authorised within the 28 days exchange timeframe.

To allow us to process your return, your item must be received back unused and in its original packaging with tags still attached.

To complete your return we require a receipt or proof of purchase.
Please include your name, order number and contact details.
Please let us know whether you require an exchange or a refund.
Refunds will be processed within 7 – 10 days of receipt, this may take longer during sale periods. All refunds are returned to the original payment method.

Returns that are damaged or where, in our opinion, you have not taken reasonable care of the goods whilst in your possession, may not be accepted and may be sent back to the customer.

Please do not send your purchase back to the manufacturer.
To return please ensure item(s) are securely wrapped and post to:

Returns Department
Gracegentle Ltd, 32 Middle Gate, Newark, Nottinghamshire, NG24 1AL

Please note
With the exception of faulty and damaged goods Delivery charges will not be refunded.
The cost of returning the goods and the safe return of goods is your responsibility.
We recommend you obtain a free certificate of postage from The Post Office and check that the value of item(s) being returned is covered by their standard insurance policy. We don’t guarantee that we will receive your returned items. We are responsible for your parcel only once it has been received into our returns department. Items lost in transit will not be treated as returned.

Once we have received any returned items, we will determine that they satisfy our returns conditions (returned within 28 days, unused and in its original packaging) before issuing a refund or replacement.

FAULTY OR DAMAGED ITEMS

If your item is faulty or damaged please contact us by email at enquiries@gracegentle.co.uk within 30 days of receiving the item. We can then let you know whether to return it or not.

We will either refund, repair or exchange the goods subject to availability.
Should you need to return the item we will refund any standard second – class postage on a faulty item. The safe return of goods is your responsibility.We recommend you obtain a free certificate of postage from The Post Office and check that the value of item(s) being returned is covered by their standard insurance policy. We don’t guarantee that we will receive your returned items. We are responsible for your parcel only once it has been received into our returns department. Items lost in transit will not be treated as returned.

If a fault develops outside of the 30 day return period, contact us by email, enquiries@gracegentle.co.uk before you return the item so that we can discuss the fault with you and agree the action to be taken.

Please take extra care to read the product care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.

JELLYCAT RETURN/REFUND POLICY

We do accept returns/refunds for any Jellycat items purchased as per our Returns and Refund Policy as outlined above.

However, they must be received by us in the original condition received including all original tags still attached.

In addition, occasionlly Jellycat provide some Jellycat Branded items which may be received within your order such as, Jellycat Pins, Jellycat Certificates, Jellycat Tags and/or Jellycat Carrier Bags.  If these form part of your original order which you wish to return, these must also be returned in order for your refund to be processed in full.

Failure to return any additional Jellycat branded items received as part of your original order you wish to return will incur a 20% reduction of the original amount paid for your order.