Return & Exchange Policy

Return & Exchange Policy | ERŐ GRACE

At ERŐ GRACE, your satisfaction is our priority. We value your faith and investment in our premium pieces, designed to accompany you on your journey. We understand that an item may not meet your expectations, which is why our return and exchange policy is fair and transparent, in compliance with the European Consumer Rights Directive and e-commerce best practices.

We believe in grace and clarity, so please read the following conditions carefully for a smooth process.

Return Window

You have a period of 30 (thirty) calendar days from the date you receive your order to request a return or exchange. After this period, we unfortunately cannot accept your request.

Conditions for Return & Exchange

For your item to be eligible for return or exchange, it must:

  • Be in its original condition, with no signs of wear, washing, or damage.
  • Have all original tags attached and intact.
  • Be returned in the original packaging or in packaging that ensures its protection during transit.
  • Not be an item considered "customized" outside of the special conditions below.

Items that do not meet these conditions may be refused and sent back, with shipping costs charged to the customer.

How to Request a Return or Exchange (Step-by-Step Process)

To start the process, follow these simple steps:

  1. Email our Customer Support (support@erograce.com) with the subject line "Return/Exchange – [Your Order Number]".
  2. In the email, include your full name, order number, the name of the item you wish to return or exchange, and the reason for the return/exchange. If it's a defect, attach clear photos or videos of the issue.
  3. Wait for our team to respond, usually within 2-3 business days, with detailed instructions and the address to send the item(s) to. In some cases, we may provide a prepaid return label (see the "Return Shipping Costs" section).
  4. Packaging: Ensure the item(s) is/are carefully packaged to avoid damage during transit. Include a copy of the invoice or a paper with your order number inside the package.
  5. Shipping: Send the item(s) to the address provided. We recommend using a registered mail service or one with a tracking number for your security, as ERŐ GRACE is not responsible for items lost during the return shipment.

Return Shipping Costs

  • For Size Exchanges or Change of Mind Returns: The shipping costs to return the item to our warehouse/logistics partner are the customer's responsibility.
  • For Defective Products or ERŐ GRACE Order Error: We will cover the return shipping costs. You will be provided with a prepaid return label or reimbursed for the shipping cost (upon providing proof).

Refunds

After receiving and inspecting the returned item(s), and confirming they meet all the conditions of our policy, we will process your refund. The amount will be credited to the original payment method used for the purchase.

The refund will be processed within 5 to 10 business days of receiving and approving the return. The time it takes to appear in your account may vary depending on your bank or financial institution.

Size Exchanges

Due to the "Print-on-Demand" (POD) nature of our production, where each piece is created specifically for your order, size exchanges are handled as a new order.

If you need a different size, you must return the original item (shipping costs are your responsibility) and, after the refund, place a new order with the correct size. Please always consult our size charts to avoid any inconvenience.

Defective Products or Order Error

Despite rigorous quality control, faults can occur. If you receive an item with a manufacturing defect, damaged in transit, or different from what you ordered (e.g., wrong color or design), ERŐ GRACE assumes full responsibility.

In that case, contact us immediately (ideally within 72 hours of receipt) with your order number and photo/video evidence of the problem. We will assess it and, if applicable, provide a replacement item or a full refund, covering the original shipping costs and the return shipping cost for the defective item.

Custom Products (Print-on-Demand)

Our items are produced via Print-on-Demand (POD), created especially for you after your order. This approach minimizes waste and reflects our commitment to sustainability and faith.

Due to this nature, we do not accept returns or exchanges for custom products due to a change of mind, incorrect size, or other reasons, except for manufacturing defects or shipping errors by ERŐ GRACE. Please review the size charts and product description before finalizing your purchase.

Compliance with the European Consumer Rights Directive

ERŐ GRACE operates in full compliance with Directive 2011/83/EU of the European Parliament and of the Council, guaranteeing all our customers in Portugal and the European Union the established rights, including the right of withdrawal (change of mind) within the applicable legal period, under the conditions described here.

Contact

If you have any questions about our policy, please do not hesitate to contact our Customer Support team. We are here to help and ensure your experience with ERŐ GRACE is one of grace and satisfaction.

Email: support@erograce.com