Refund policy

Refund Policy – Graceway

At Graceway, we strive to ensure that our customers are satisfied with every purchase. If you are not fully satisfied with your order, please review our refund policy below. By placing an order with us, you agree to the terms outlined in this policy.

 

Returns & Exchanges

Physical Products (Books, VBS Kits, Curriculum, etc.)

You may request a return or exchange within 7 days of receiving your order, provided the item meets the following conditions:

  • The product is unused, unmarked, and in its original packaging.
  • All components inside the product (manuals, box, accessories, etc.) are intact.
  • The item is not a clearance or discounted product (these are final sale).
  • If the return is approved, you may choose between:
  • Exchange for another product, or
  • A refund to your original payment method.

Digital Products

Due to the nature of digital downloads (PDFs, curriculum, leader guides, etc.), all digital sales are final. We do not offer returns, refunds, or exchanges on digital items once the download link has been delivered.

 

Damaged, Defective, or Incorrect Items

If you received:

  • A damaged product
  • A defective item
  • A product different from what you ordered

Please contact us within 48 hours of delivery with:

  • Your order number
  • A brief description of the issue
  • A photo of the product received

We will replace the item at no additional cost or offer a full refund.

 

Return Shipping

  • If the return is due to our error (wrong, damaged, or defective item), we will cover the return shipping cost.
  • For all other returns (such as change of mind), customers are responsible for return shipping charges.

Products must be shipped back using a reliable courier service with tracking.

Eligibility for Refunds

We offer refunds under the following conditions:

  • The product received was damaged, defective, or incorrect.
  • The service provided did not match the description or was not delivered.
  • A refund request is submitted within the specified return/refund window.
  • To be eligible for a refund (for physical products):
  • Products must be unused and in their original condition.
  • The return must include original packaging, tags, and proof of purchase.

 

Refund Request Window

  • Refund requests must be raised within 7 days of purchase/delivery.
  • After the refund window has passed, we may not be able to process the request.

 

Non-Refundable Items

The following items/services may not be eligible for a refund:

  • Products purchased during sale/discount offers.
  • Digital products once downloaded/accessed.
  • Services that have been fully delivered or partially used.
  • Customized or personalized items.

 

 Refund Process

To request a refund, contact us at support@gway.in with:

  1. Order number
  2. Reason for refund
  3. Image/video proof (if applicable)

After reviewing the request:

  • If approved, refunds will be processed to the original payment method within 5–10 business days.
  • You will be notified via email regarding the status of your refund.

Replacement/Exchange Policy

If you prefer, we may offer a replacement or exchange instead of a refund where applicable.
Replacements are subject to stock availability.

 

Late or Missing Refunds

If you haven’t received your refund yet:

  • Check your bank/payment account again
  • Contact your bank or payment provider (processing times may vary)

If still unresolved, contact us at support@gway.in

 

Contact Us

For refund or support queries, reach out to us at:
 Email: support@gway.in

 Phone: