EXCHANGE POLICY

At GraceKitchen, our customers are at the heart of everything we do. We want you to feel confident in every purchase you make with us, and we strive to ensure your experience is smooth, transparent, and worry-free. While we put great care into crafting and delivering our cookware, we understand that there may be occasions when a return or exchange is necessary. This policy explains your rights, our procedures, and how we handle returns and exchanges fairly in line with UK consumer standards.

 

Exchanges

We are happy to offer exchanges in cases where the product you receive does not match the description provided on our website or if it arrives damaged or defective. To qualify for an exchange, the item must be unused, unwashed, and returned in its original packaging with all accessories included. You will need to contact us within three days of receiving your order and provide your order number along with photographic evidence that clearly shows the issue. Once your request is approved, we will guide you through the next steps.

Please note that items purchased on sale or at a discounted price are not eligible for exchange unless they are faulty. Minor differences in color, finish, or texture may occur due to lighting conditions or screen settings, and these will not qualify for an exchange. Exchanges are always limited to the product you originally received; they cannot be substituted for a different item from our catalogue. Once accepted, the exchange process may take up to ten to fifteen business days to complete, although in some cases this may be extended due to courier delays or stock availability.

 

Returns

In accordance with UK consumer law, you have the right to cancel your order within fourteen days of receiving it. If you decide to return your order, the items must be unused, in their original packaging, and sent back with all accompanying labels, accessories, and instructions intact. To request a return, please contact us at info@gracekitchen.com within fourteen days of delivery. Our team will provide you with the return address and full instructions on how to send your order back to us.

The cost of return shipping is the responsibility of the customer unless the item is faulty or incorrect. Once we receive your return, we will carefully inspect the product. Refunds will be issued to your original method of payment within seven to ten business days. Please be aware that depending on your bank or payment provider, it may take a little longer for the funds to appear in your account.

 

Faulty or Incorrect Items

We work hard to ensure our products are of the highest quality, but if you do receive an item that is faulty, damaged, or incorrect, we sincerely apologize. In such cases, GraceKitchen will cover the cost of return shipping. Once the item has been returned and inspected, you will be offered either a replacement or a full refund, depending on your preference.

 

Order Cancellations

If you wish to cancel your order, you may do so at any time before it has been dispatched by contacting us at info@gracekitchen.com. Once an order has left our warehouse, it cannot be cancelled, but it can still be returned in accordance with this policy. GraceKitchen reserves the right to cancel any order at our discretion. This may happen if an item becomes out of stock, if there are issues with payment or address verification, or if there are technical errors or false contact details provided during checkout.

 

Important Notes

Every return or exchange request is carefully reviewed on a case-by-case basis to ensure fairness for both our customers and our business. All returned products must be sent back via a traceable courier service, as GraceKitchen cannot be held responsible for items lost in transit. Refunds or store credits are always issued based on the current price of the item at the time the return or exchange is approved.

 

Our Promise

At GraceKitchen, we want you to be delighted not just with our cookware, but with the service and support that comes with it. Our returns and exchange policy is designed to give you peace of mind, knowing that if something goes wrong, we will do our best to make it right. If you ever have questions, concerns, or need assistance, our team is here to help — simply reach out to us at info@gracekitchen.com and we will be happy to support you every step of the way.