Return and Refund Policy

This Return and Refund Policy explains how returns, exchanges, and refunds are handled by Carter & Grace. It is designed to comply with applicable consumer protection laws in the United Kingdom and works alongside our Terms of Service.

1. Your Rights

Nothing in this policy limits your statutory rights under UK consumer law. If an item is faulty, not as described, or incorrect, you will be entitled to a repair, replacement, or refund.

2. Return Period

You can request a return within 30 days from the date your order is delivered.

3. Eligibility for Returns

To qualify for a return:

  • The item must be unused and in its original condition
  • All original tags and packaging must be intact
  • The item must not show signs of wear beyond inspection

Items that do not meet these conditions will not be accepted.

4. Non-Returnable Items

The following items cannot be returned unless faulty or incorrect:

  • Items that have been worn, washed, or altered
  • Items returned without prior authorisation
  • Items returned after the 30-day period

5. How to Request a Return

To initiate a return, please get in touch with us before sending any items back: using our email: support@carterandgrace.co.uk

Once approved, you will receive return instructions along with the return address.

6. Return Shipping

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect. We recommend using a tracked shipping method, as we are not responsible for items lost in transit during returns.

7. Damaged, Faulty, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered, please contact us at support@carterandgrace.co.uk. Include:

  • Your order number
  • A description of the issue
  • Clear photos of the item

We will review your request and provide a suitable resolution, which includes a replacement or refund in line with your legal rights.

8. Refunds

Once your return is received and inspected, we will notify you of the outcome. If approved:

  • Refunds will be issued to your original payment method
  • Processing time is up to 7 days after approval

Please note that your payment provider may take additional time to complete the transaction.

9. Exchanges

If you wish to exchange an item, please follow the return process. Exchanges are subject to product availability. If the requested item is unavailable, a refund will be issued instead.

10. Order Cancellations

To cancel your order, you have to contact us first at support@carterandgrace.co.uk. Orders can be cancelled before they are dispatched. Once an order has been shipped, it cannot be cancelled and must be handled through the return process.

11. Abuse and Fraud Prevention

We reserve the right to refuse returns or refunds in cases of misuse, repeated abuse of the return system, or suspected fraudulent activity.