Return Policy

At Grand Story Ornaments, we like to have happy customers. But we recognize that there are times when a product is damaged in transit or doesn't meet a customer's expectations. Please refer to the following policy regarding returns and exchanges.

RETURNS

Our return policy lasts 30 days from receipt of product. Receipt of product is the date that the product shows a status of "Delivered" in our shipping software. That means that it starts when you actually receive your product.

If 30 days have passed since the receipt of your product, we unfortunately cannot offer you a 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 be in the original packaging. You must contact us about your intent to return the item before you send it. Otherwise, you will be responsible for the return shipping.

Non-returnable items include:

• Gift cards
• Downloadable software products
• Open kits
  
• Personalized products

We will send you a notification via email once 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. Please allow up to 15 business days for your funds to show up in your respective account.

Customized or personalized products
If you are not satisfied with a custom or personalized product, please email us at [email protected]. We will work with you to determine the best course of action. This is dealt with on a case-by-case basis and does not constitute a guarantee of refund or exchange.

Late or missing refunds
If you haven't received your refund within 15 days of issuance, please contact the respective financial institution as there is often some processing time before a refund is posted. If you've done this and still have not received your refund yet, please contact us at [email protected].

EXCHANGES

We will only replace items if they are defective or damaged. PLEASE NOTE: we require photo proof of damage or defect for an exchange. If you need to exchange it for the same item, send us an email with your photo at [email protected]. If we determine that the item needs to be returned to us, we will send you a return shipping label and instructions.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a digital gift certificate will be emailed to you. You must provide a valid email address with your return request in order to receive the gift credit. If the item was not 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 he will find out about your return.

SHIPPING

We don't believe that you should have to pay shipping twice, so you are not responsible for return shipping costs. We will provide you with a return shipping label and instructions for your return should the need arise. In order to receive your return shipping label, you must provide us with a valid email address. If you do not provide a valid email address or follow the instructions, your refund may be delayed or rejected.