Return & Refund Policy

Last updated: February 1, 2026

At Metis Grace, we value transparency and customer satisfaction. We are committed to creating high-quality handmade and personalized products for our customers.

If you have any questions regarding returns, refunds, or your order, please contact us:

Email: info@metisgrace.com

1. Return Policy for Non-Customized Products

We accept eligible returns for non-customized products within 30 days after delivery.

To be eligible for a return:

• The item must be unused and in its original condition.
• The item must be returned with original packaging, accessories, and any included gifts.
• The return request must be submitted within 30 days after delivery.
• The item must pass our inspection after being received.

Items that are used, altered, damaged, or missing original packaging may not be accepted for return.

2. Customized and Personalized Products

Most Metis Grace products are handmade and created specifically according to each customer's requirements.

Due to the personalized nature of these products, customized and personalized items are not eligible for return or refund unless the item is defective, damaged during shipping, or there is an error caused by Metis Grace.

This policy applies to:

• Custom portrait paintings
• Personalized jewelry
• Custom ceramic products
• Custom lamps
• Other made-to-order products

Before production begins, customers are responsible for confirming all customization details, including:

• Photos provided for customization
• Names, dates, or text information
• Product size, style, and options selected

Once production has started, customized orders cannot be cancelled, changed, returned, or refunded due to:

• Change of mind
• Personal preference
• Incorrect expectations
• Customer-provided information errors
• Changes in customer requirements

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours after delivery.

Please provide:

• Order number
• Clear photos or videos showing the issue
• Description of the problem

After reviewing your request, we will provide an appropriate solution, which may include:

• A replacement
• A repair solution
• A partial refund
• A full refund

For approved cases caused by product defects, shipping damage, or production errors, Metis Grace will cover reasonable return shipping costs.

4. Non-Returnable Items

The following items cannot be returned or refunded unless they arrive damaged, defective, or incorrect:

• Customized or personalized products
• Made-to-order products
• Earrings due to hygiene and safety reasons
• Items that have been used, modified, washed, or damaged after delivery
• Items returned without prior approval

5. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Returns caused by Metis Grace

If the product is:

• Defective
• Damaged during shipping
• Incorrectly produced
• Different from the approved order details

Metis Grace will:

• Provide return instructions
• Cover reasonable return shipping costs
• Provide a replacement or refund after inspection

Returns caused by customers

If the return is requested because of:

• Change of mind
• No longer needed
• Ordered incorrectly
• Personal preference

The customer is responsible for:

• Return shipping costs
• Any applicable shipping fees

Original shipping fees are non-refundable.

6. Return Process

To request a return, please contact:

Email:
info@metisgrace.com

Please include:

• Order number
• Customer name
• Reason for return
• Photos or videos if applicable

After your return request is approved, we will provide:

• Return instructions
• Return address

Please do not send items back before receiving approval from our customer service team.

Unauthorized returns may not be accepted.

7. Refund Processing Time

Once your returned item has been received and inspected, we will notify you of the refund approval status.

If approved:

• Refunds will be processed within 3 business days.
• Refunds will be issued to the original payment method.

Estimated time for funds to appear:

PayPal
Usually within 1–3 business days.

Shop Pay
Usually within 1–3 business days.

Credit Cards / Debit Cards
Usually within 5–15 business days, depending on your bank or card issuer.

Please note that processing times may vary depending on your payment provider.

8. Order Cancellation Policy

Orders may be cancelled within 12 hours after purchase.

Once production or customization has started, orders cannot be cancelled because materials, labor, and production arrangements may already have been committed.

For cancellation requests, please contact us as soon as possible:

Email:
info@metisgrace.com

9. Exchange Policy

We handle exchanges on a case-by-case basis.

Exchanges may be available for:

• Defective items
• Damaged items
• Incorrect products received

Customized products cannot be exchanged due to personal preference or changes requested after production begins.

10. Handmade Product Variations

Many Metis Grace products are handmade and individually crafted.

Due to the handmade nature of our products, slight variations may occur, including:

• Color differences
• Texture variations
• Brush strokes
• Handmade details
• Minor differences from product photos

These natural variations are part of the uniqueness of handmade products and are not considered defects.

11. Lost or Undelivered Packages

If your package has not arrived within the estimated delivery timeframe, please contact us.

We will work with the shipping carrier to investigate the shipment status.

If a package is confirmed lost during transit, we will provide an appropriate solution, including:

• Replacement shipment
• Refund

12. Contact Us

For any return or refund questions, please contact:

Metis Grace

Email:
info@metisgrace.com

We typically respond within 24 business hours.