RETURNS, REFUNDS, AND EXCHANGE
1. Made-to-Order Policy
All Grae Home products and furnishing packages are made to order specifically for each Customer after payment confirmation.
As such, production begins immediately after order acceptance, and cancellations, returns, or refunds are not permitted once the order has entered production.
This policy applies to all furniture, packages, and customized configurations offered by Grae.
2. Cancellations Before Production
If the Customer requests a cancellation before production has commenced, Grae may, at its discretion, accept the cancellation subject to a deduction of 5% of the total order value as an administrative and processing fee.
Once production has started, the order becomes non-refundable and non-cancellable under any circumstances.
3. Product Inspection and Acceptance
Upon delivery and installation, the Customer (or their authorized representative) must inspect all items and confirm receipt by signing the delivery acknowledgment.
Any visible damage or manufacturing defect must be reported on the day of delivery with supporting photo or video evidence.
If the Customer is not present during delivery, the order shall be deemed accepted in full and in satisfactory condition.
4. Claims for Hidden Defects
In the unlikely event that a hidden manufacturing defect appears after delivery, the Customer must notify Grae within seven (7) calendar days of delivery.
Grae reserves the right to inspect, repair, or replace the affected item at its discretion.
Replacements are subject to verification of the defect and may require additional production time.
No replacements or repairs will be processed after this period.
5. Non-Returnable Items
Due to the custom-made nature of all Grae products, the following are strictly non-returnable and non-refundable:
- Furniture or packages made to order or customized to Customer specifications;
- Items that have been used, assembled, or altered after delivery;
- Products showing wear, stains, or damage caused by misuse, improper care, or relocation;
- Décor items, textiles, rugs, and accessories sold as part of a package.
6. Refund Processing (If Applicable)
In cases where a refund is approved (e.g., due to non-production cancellation or verified defect), it will be processed using the same payment method used for purchase.
Refunds are typically completed within 14 business days after approval.
Transaction and bank fees are non-refundable.
7. Force Majeure and Production Delays
Grae shall not be held responsible for delays in delivery or production caused by force majeure events, including but not limited to supply chain disruptions, government restrictions, or natural events.
Such delays do not entitle the Customer to cancel or claim compensation.
8. Final Sale
By confirming an order and making payment, the Customer acknowledges and accepts that all Grae products are made to order and therefore non-returnable, non-refundable, and non-exchangeable, except as explicitly stated in this policy.