Refund policy

POLICY 2: REFUND & RETURN POLICY

PRINCESS GRACE MANILA-PRINCESS EROS LLC – Refund & Return Policy

At PRINCESS GRACE MANILA, we want you to love your beauty and skincare products. Due to the personal care and hygienic nature of cosmetic and beauty supplies, our return guidelines are structured to maintain strict safety and health standards.

1. 7-Day Return & Exchange Window

We offer a 7-day return and exchange policy for items that arrive defective, damaged, or incorrect. If 7 days have passed since your order was delivered to your address, we unfortunately cannot offer you a refund or exchange.

2. Eligibility Requirements for Returns

To be eligible for a return or exchange, your item must meet the following criteria:

  • The product must be completely unused, unopened, and in the same condition that you received it.
  • The product must remain securely in its original brand packaging with all factory seals completely intact.
  • You must provide a receipt, order number, or valid proof of purchase from our Shopify store.

Non-returnable items include: Opened cosmetics, unsealed skincare serums, used beauty applicators, and items purchased on clearance/final sale.

3. How to Initiate a Return

Do not mail packages back to our corporate registration office in Delaware. All returns are processed locally in the Philippines by our system operator.

1.   Contact our customer support helpline at admin@princessgrace.ph within 7 days of delivery.

2.   Provide your order number and clear photos/videos showing the damaged or incorrect item.

3.   Our team will review the claim and provide you with a return authorization and the local courier return address details.

4. Refunds & Store Credit

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

If approved, your refund will be processed automatically:

  • For Credit/Debit Card payments via PayMongo: The refund will be credited back to your original payment card within 5 to 10 business days (depending on your bank's processing cycles).
  • For E-Wallet payments (GCash/Maya) via PayMongo: The refund amount will be credited back directly into your digital wallet profile within 3 to 5 business days.