Refund and Returns Policy

At PERENNIALGRACE TRADING LIMITED, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a flexible refund and return policy to ensure a smooth and fair process. Please read the following details carefully.

Eligibility for Returns and Exchanges

To be eligible for a return or exchange, the following conditions must be met:
Timeframe: You must request a return or exchange within 14 days of receiving your order.
Condition of Goods: The items must be in new, unworn, unwashed, and undamaged condition. Items must be returned in their original packaging with all tags intact.
No Use or Damage: Products should not show any signs of use, including stains, damage, or alterations made after receiving the item.
Exchanges: If you wish to exchange an item, it must meet the same criteria as the return process. We will assist you with an exchange if the item is defective or incorrect.

How to Return or Exchange an Item

Contact Us: If you wish to return or exchange an item, please contact our customer service team at perennialgrace@primeservicemall.com within 14 days of receiving your order. Provide your order number, the item(s) you wish to return or exchange, and the reason for the return.
Return Authorization: Once your request is approved, you will receive a Return Authorization and instructions on how to send the item(s) back to us.
Packaging: Please ensure returned items are securely packed to prevent any damage during transit. We recommend using a trackable shipping method and retaining proof of return.

Return Shipping Costs

Return Shipping Fee: Customers are responsible for all return shipping costs, unless the return is due to our error (e.g. wrong or defective item).
Shipping Method: We recommend using a traceable courier service to ensure your returned package arrives safely.
Customs Duties: For international returns, customers are responsible for any customs duties or taxes incurred on returned products. These fees are not covered by PERENNIALGRACE TRADING LIMITED and must be paid by the customer.
Non-Refundable Shipping Fees: Please note that the original shipping fee is non-refundable unless the return is due to our mistake.

Return and Refund Process

Once we receive your returned item(s), we will inspect them to ensure they meet our return conditions. Possible outcomes include:
Refunds: If eligible, a refund will be issued to the original payment method. Please allow up to 14 business days for the refund to reflect, depending on your payment provider.
Exchanges: If you requested an exchange, we will ship the replacement after processing the returned item. Additional shipping fees may apply.
Rejection of Return: If returned items show signs of use or damage, we reserve the right to reject the return or charge a restocking fee.

Damaged or Defective Items

If you receive a damaged or defective item, please follow these steps:
Contact Us Immediately: Email perennialgrace@primeservicemall.com within 7 days of receiving the item.
Provide Evidence: Send clear photos of the damaged or defective product along with your order number.
Shipping Costs: In cases of defective or wrong items, we will cover the return shipping costs and provide a prepaid return label.

Non-Returnable Items

Please note that the following items are not eligible for return or exchange:
Sale or discounted items (unless defective).
Underwear, socks, or intimate apparel (for hygiene reasons).

Refund Processing

Refund Method: Refunds will be credited to the original payment method used at checkout.
Refund Timeframe: Please allow up to 14 business days for processing. Additional time may be required depending on your bank or payment provider.

Important Notes

Original shipping fees are non-refundable unless the return is due to a product fault or our error.
Customers are responsible for return shipping, customs duties, and taxes.
Returns requested after 14 days will not be accepted unless otherwise stated.

Customer Support

If you have any questions or concerns about our return and refund policy, please contact our support team:

Email: perennialgrace@primeservicemall.com
Address: FLAT 2304, 23/F, HO KING, COMMERCIAL CENTRE, 2-16 FA YUEN STREET,MONG KOK,HONG KONG

PERENNIALGRACE TRADING LIMITED reserves the right to amend this policy at any time without prior notice.