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Refund and Returns Policy
Effective Date: June 29, 2026
Welcome to Grace Office Supplies! We at Grace Office Supplies LTD., operating through our website www.graceofficesupplies.com, believe in adding a small, steady joy to your daily creative routines. We stand behind the quality of our carefully curated selection, including our smooth-writing gel pens, matte washi tapes, and thick, bleed-proof notebooks. However, we understand that sometimes a product may not meet your expectations. This Refund and Returns Policy outlines the process and conditions for returning items and requesting replacements.
Our primary goal is your satisfaction. Therefore, our standard resolution for eligible issues is a replacement of the product or a store credit. We do not offer “refund-only” resolutions for standard returns. Refunds to the original payment method are issued only in specific, limited circumstances as defined in this policy.
1. Our Returns Philosophy & Eligibility
We aim to make the returns process as thoughtful as our packaging. To be eligible for a return or replacement, your item must meet the following criteria:
- Timeframe: You must contact our customer service team to initiate a return request within 30 calendar days of receiving your order.
- Condition: The item must be unused, in its original condition, and in the original packaging with all tags and labels attached. It must show no signs of wear, damage, or customization.
- Proof of Purchase: You will need your original order number or the confirmation email.
Non-Returnable Items:
Certain items are exempt from being returned for hygiene, safety, or customization reasons:
- Opened or used consumables (e.g., ink cartridges, adhesive products).
- Any personalized, bespoke, or monogrammed items.
- Gift cards or downloadable software/products.
- Items damaged due to customer misuse or improper care.
2. The Returns Process: Step-by-Step
We do not accept unauthorized returns shipped back to our address. Please follow this process:
- Contact Us First: Do not ship the item back without authorization. Within 30 days of delivery, please email our team at fernwy@graceofficesupplies.com or call us at +(1)647 3478899. Provide your order number, the product name, and a clear description (and photos) of the issue.
- Authorization & Instructions: Our customer service team will review your request. If approved, we will issue a Return Merchandise Authorization (RMA) number and provide you with the correct return shipping address and any specific instructions.
- Ship the Item Back: Securely package the item in its original packaging, if possible, and include a copy of your RMA confirmation inside the package. You are responsible for the cost of return shipping unless the return is due to our error (e.g., we sent the wrong item or a defective product). We strongly recommend using a trackable and insured shipping service, as we cannot be responsible for items lost in transit back to us.
- Inspection & Resolution: Once we receive and inspect the returned item at our facility (25 Joycedale St, Markham ON L3S 3G9, Canada), we will notify you via email.
- Approved Return: Your standard resolution will be initiated. This is typically a replacement of the identical item shipped to you at no extra cost, or issuance of a store credit for the item’s value. A refund to your original payment method is not the standard or guaranteed outcome.
- Declined Return: If the item does not meet our eligibility criteria, it may be sent back to you at your expense, or you may be asked to cover a restocking fee.
3. Refunds: Limited Circumstances Only
Refunds to the original payment method are processed only in the following exceptional cases:
- Our Error: If we shipped you the incorrect item, or if the item arrived defective or damaged, and a replacement is not possible or desired.
- Mutual Agreement: In rare cases, if a replacement or store credit is not a feasible solution for both parties, we may, at our sole discretion, issue a refund.
If a refund is approved under these exceptions, it will be processed to your original method of payment within 10-14 business days after we receive and approve the return. Please note that your bank or credit card company may take additional time to post the credit to your account.
4. Exchanges & Replacements
The fastest way to get the correct or a functioning item is through our replacement process for eligible returns, as outlined above. If you wish to exchange an eligible item for a different product, we will typically process this as a return (for store credit) followed by a new order for the desired item.
5. Damaged, Defective, or Incorrect Items
We carefully pack every order to pass on a warm, giddy feeling upon unboxing. If your order arrives damaged, defective, or is not what you ordered, please contact us within 7 calendar days of delivery. Email photos of the damaged product and its packaging to fernwy@graceofficesupplies.com. We will arrange for a prepaid return label if needed and promptly send a replacement at no cost to you.
6. Store Credit
Store credit will be issued as a unique code to your account or via email. It has no expiration date and can be used for future purchases on www.graceofficesupplies.com. Store credit is non-transferable and non-refundable for cash.
7. Shipping Costs
- Return Shipping: Customers are generally responsible for return shipping costs, except in cases of our error.
- Replacement Shipping: We cover the standard shipping cost for all replacement items sent due to our error or a verified defect.
8. Final Sale & Clearance Items
All items marked as “Final Sale,” “Clearance,” or sold during special promotional events are non-returnable and non-refundable.
9. Contact Information
For all return, replacement, and refund inquiries, please contact our dedicated team:
GRACE OFFICE SUPPLIES LTD.
Returns Department
25 Joycedale St,
Markham ON L3S 3G9,
Canada
Email: fernwy@graceofficesupplies.com
Phone: +(1)647 3478899
Website: www.graceofficesupplies.com
We aim to respond to all inquiries within 1-2 business days. Thank you for trusting Grace Office Supplies with your stationery needs. Our team is here to ensure your experience with us is as reliable and joyful as the products we curate.