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At Grexalonshel, your satisfaction is our top priority. We understand that sometimes a product may not meet your expectations or needs, and we want to make the return and exchange process as simple and straightforward as possible. This Return Policy outlines our procedures, requirements, and your rights when returning or exchanging products purchased from our store or website.
We stand behind the quality of our stationery products and are committed to providing excellent customer service throughout your shopping experience. Whether you're returning an item because it doesn't meet your needs, exchanging it for a different product, or reporting a defect, our team is here to assist you every step of the way. We believe that a fair and transparent return policy builds trust and ensures long-term customer relationships.
You have 30 calendar days from the date of purchase to return most items for a full refund or exchange. The date of purchase is determined by the date on your receipt for in-store purchases or the delivery date for online orders. We recommend initiating your return as soon as possible within this period to ensure timely processing.
We understand that certain situations may prevent you from returning items within the standard 30-day period. In cases of extended illness, hospitalization, or other extenuating circumstances, please contact us to discuss possible accommodations. While we cannot guarantee extended return periods in all cases, we will work with you to find a reasonable solution.
Items purchased during the holiday season (November 1 through December 31) may be eligible for an extended return period. Holiday purchases can typically be returned until January 31 of the following year. This extended period allows gift recipients adequate time to return or exchange items if needed.
To be eligible for a return, items must meet the following conditions:
A valid proof of purchase is required for all returns and exchanges. Acceptable forms of proof include:
If you cannot locate your proof of purchase, please contact us with your order details, and we will attempt to verify your purchase through our records. However, without proof of purchase, we may only be able to offer store credit at the current selling price.
Items must be returned in their original packaging whenever possible. This includes boxes, protective wrapping, instruction manuals, and any included accessories. If the original packaging is damaged or unavailable, please pack the item securely in a suitable alternative container to prevent damage during transit. We reserve the right to refuse returns or charge a restocking fee for items returned without adequate packaging.
For hygiene, safety, and quality reasons, certain items cannot be returned or exchanged once opened or used. Non-returnable items include:
For items purchased in our physical store, you can return them directly to our location at 675 Avenue of the Americas, NYC-Manhattan-Chelsea, New York, NY 10010. Please bring the item(s) you wish to return along with your proof of purchase. Our staff will inspect the item(s) and process your return immediately if all conditions are met.
In-store return hours: Monday through Saturday, 9:00 AM to 7:00 PM. We recommend visiting during non-peak hours for faster service.
To return items purchased online, please follow these steps:
Return shipping costs are the responsibility of the customer unless:
In cases where we are responsible for the return, we will provide a prepaid shipping label or reimburse your shipping costs upon receipt of the returned item.
Once we receive your returned item, our team will inspect it to ensure it meets our return conditions. This inspection typically takes 2-3 business days. We will notify you by email once your return has been received and inspected, informing you of the approval or rejection of your refund.
Approved refunds will be processed using the original payment method:
After your refund is approved, please allow the following timeframes:
Please note that the exact timing may vary depending on your financial institution's processing times. If you have not received your refund within the expected timeframe, please check with your bank or credit card company before contacting us.
In certain situations, partial refunds may be granted:
The amount of the partial refund will be determined based on the condition of the item and will be communicated to you before processing.
If you would like to exchange an item for a different product, size, color, or style, please contact us to initiate the exchange process. Exchanges are subject to product availability and must meet the same conditions as returns.
If the replacement item costs more than the original item, you will be responsible for paying the difference. If the replacement item costs less, we will refund the difference to your original payment method or provide store credit at your preference.
For online exchanges, you will need to return the original item following our standard return process. Once we receive and approve the return, we will ship the replacement item to you. Alternatively, you may choose to receive a refund and place a new order for the desired item.
If you receive a damaged, defective, or incorrect item, please contact us immediately—preferably within 48 hours of delivery. We will work quickly to resolve the issue and ensure you receive the correct product in perfect condition.
When reporting damaged or defective items, please provide:
For damaged, defective, or incorrect items, we offer the following resolution options:
We will provide a prepaid return label for the damaged or defective item, and you will not be responsible for any return shipping costs.
If you received an item as a gift and would like to return or exchange it, you will need the gift receipt provided by the purchaser. Gift returns will be issued as store credit at the purchase price.
If you do not have a gift receipt, we may still be able to process your return if the item is in our system and meets our return conditions. In such cases, we will issue store credit at the current selling price of the item.
We generally do not charge restocking fees for standard returns. However, a restocking fee of up to 15% may be applied in the following situations:
Any applicable restocking fees will be communicated to you before processing your return.
If you have not received your refund within the expected timeframe, please take the following steps:
For international orders, returns are accepted subject to the same conditions as domestic returns. However, please note:
Many of our products come with manufacturer warranties. If an item becomes defective after the return period has expired, you may be eligible for warranty service or replacement directly from the manufacturer. Please contact us for warranty information and assistance with warranty claims.
We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting to our website. Your use of our services after changes are posted constitutes your acceptance of the modified policy. We encourage you to review this policy periodically.
If you have any questions about our Return Policy or need assistance with a return or exchange, please contact us:
Our customer service team is dedicated to ensuring your satisfaction and will work with you to resolve any issues with your purchase. We appreciate your business and thank you for choosing Grexalonshel for your stationery needs.