Overview

At Grace Digital, customer satisfaction is our top priority.
We want you to feel confident when shopping with us. If a product does not meet your expectations or arrives damaged, you may be eligible for a return, replacement, or exchange according to the terms below.

1. Eligibility for Returns & Exchanges

A return or exchange may be accepted if:

  • The product is defective, damaged, or incorrect upon delivery.
  • The product is unused, in its original packaging, with all accessories and manuals included.
  • The return request is made within 3 days of receiving the product.

Items returned without proper packaging, accessories, or invoice may not be accepted.

2. Non-Returnable & Non-Exchangeable Items

For safety and quality reasons, certain items are not eligible for return or exchange, including:

  • Software, digital products, and licenses
  • Opened earphones, handsfree, or headphones
  • Printer cartridges, toners, and ink bottles once unsealed
  • Used or physically damaged products
  • Clearance or discounted items (unless defective)
  • Custom-length cables or special-order products

3. Return / Exchange Process

Step 1 – Request a Return

Contact us within 3 days of delivery via:

Provide your order number, reason for return, and photos or videos showing the issue.

Step 2 – Product Review

Our team will verify your request and may ask for additional details or inspection.
Once approved, you’ll receive instructions on how to return the item.

Step 3 – Send the Product Back

  • You can return the item through any courier to our Islamabad store address.
  • Return shipping costs are borne by the customer unless the product is defective, incorrect, or damaged upon delivery.

Step 4 – Refund / Exchange

After we receive and inspect the returned product:

  • Replacement or exchange will be processed within 2–4 business days.
  • Refunds (if applicable) will be issued through the original payment method or via bank transfer within 5–7 business days.

4. Damaged or Incorrect Products

If your order arrives damaged, incomplete, or wrong, please notify us within 24 hours of delivery.
Include clear photos or an unboxing video showing the issue for quicker resolution.
We’ll arrange for a replacement or full refund at no extra cost.

5. Order Cancellations

  • Orders can be canceled before dispatch without any charges.
  • Once the order has been shipped, cancellation is not possible; it will instead follow the return process.

6. Refund Timeline

After receiving and inspecting the returned item:

  • Refund processing time: 5–7 business days
  • Refund method: Bank transfer, Easypaisa, JazzCash, SadaPay, or NayaPay
  • You will be notified via SMS or email once the refund has been processed.

7. Store Pickup Returns

If you collected your order via local pickup, you may return or exchange the product directly at our store within 3 days of purchase (with invoice and packaging).

Grace Digital
📍 MPCHS, E-11/3 Markaz, Islamabad
📞 0307-6868582
📧 [email protected]

8. Important Notes

  • Products returned without prior approval may not be accepted.
  • Refunds or exchanges will only be issued after quality inspection.
  • Repeated return requests or misuse of the policy may lead to restrictions on future orders.
  • Grace Digital reserves the right to modify this policy at any time without prior notice.

9. Contact Us

For any return or exchange inquiries, please contact our support team:
📧 [email protected]
📞 0307-6868582
💬 WhatsApp Support Available

Overview

Our refund and returns policy lasts 7 days. If 7 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to physical address.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

To return your product, you should mail your product to our physical address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Contact us for questions related to refunds and returns.