Returns, Refunds & Claims Policies

All return requests and claims must be lodged within 48 hours (2days) of receipt of goods. All return and refund requests must be sent via email as outlined below. Should an item be returned without prior approval, no credit or refund will be processed, and the item will not be accepted by our warehouse team.

Grace & Dawn will only provide credit notes for change of mind returns or order cancellations, with refunds reserved for special circumstances such as major faults or warranty claims. Once our Warehouse staff have confirmed a return slip, you may expect a refund from Grace & Dawn within 72 hours. Time may vary up to 7 business days for you to see this on your financial statement.

All claims must be lodged through our support channel as outlined below.

Change of Mind

To lodge a change of mind return, please email the team at info@gracedawn.com.au with your order number and a written request for your change of mind return.

To qualify for a change of mind return, all product(s) must meet the following conditions to be accepted:

In brand new, re-sellable condition.
Returned in their original packaging (both internal & external).
Returned in unmarked and unused condition.
Unassembled or in the exact state of assembly as originally delivered.
Including all accessories and parts.
Original receipts and invoice.

If the returned product does not meet the above requirements, Grace & Dawn reserves the right to charge a restocking fee and withhold 50% or less of the product price paid by the buyer.

A credit will only be processed once the product(s) have been received and inspected by our warehouse team and meet the above requirements. Shipping costs from the original order are not refundable and cannot be credited.

Should the returned item be exchanged for a different product, please note that no goods can leave our warehouse until the returned product has been received by our warehouse team and any outstanding balance on the new product has been settled.

The following types of products are excluded from all change of mind returns:

Marble and reclaimed timber items
Made to order/custom products
Products that have been partially assembled or fully assembled
Products not shown or advertised on the Grace & Dawn website
Items ordered under a bulk order
Clearance, Floor Stock/Ex-Display, and/or sample products

Defects & Claims

Our products are thoroughly inspected before dispatch, but we understand that things can go wrong. If your order has arrived with any issues, please contact our support team by emailing support@gracedawn.com.au with the following information:

Your company name and customer’s name
Invoice number, with the invoice attached if possible
Product code or SKU affected
A photo of the product damage or discrepancy with the item, clearly showing and describing the fault or claim reason in question
What you or your customer requests as a solution.

Our support team must be notified of any faults or damage within 48 hours of receipt of goods to assess the claim. The team will ask for any further supporting information if required.

If the product was damaged in transit, please ensure that adequate photos have been taken of the packaging to show any possible mishandling. Please ensure that transit damage is lodged as a priority to ensure that we can lodge a claim within the relevant carrier’s claims window.

If a product is reviewed and found to be repairable, our team may organize replacement parts or a repair service to remedy your claim.
If a product is reviewed and found to be faulty and irreparable, our team will arrange a full replacement or return the product for a refund.
If a product is received and found to be different than advertised, or it has been received with a minor defect or difference, our team may offer a partial reimbursement before exploring return or exchange options.

All faulty product(s) must be returned to Grace & Dawn and packed safely for transit. We require the faulty product(s) to be packaged adequately in the original packaging, including all accessories and parts, and where possible, not assembled or partly assembled in any way to avoid further damage in transit.

Please note that Grace & Dawn is not liable for transit damage where the relevant products were not freighted by Grace & Dawn, including products damaged in transit after a customer collection.

Return Shipping

Grace & Dawn can arrange return freight:

At the customer’s expense for change of mind returns.
At our expense for faulty or damaged product(s).

We require the faulty product(s) to be packaged adequately in the original packaging, including all accessories and parts, and where possible, not assembled or partly assembled in any way to avoid further damage in transit.

Any return charges can be deducted from the credit amount to avoid any upfront charges.

If a client would like to return the product(s) to our warehouse at their expense, we will issue a Return Slip to be presented to our warehouse team when the product is returned.

Once organised, all returned items must be returned to the following address:

Door 2/143 Foundation Road
Truganina VIC 3029