Skip to content 
Refund policy
RETURN & EXCHANGE POLICY
Last updated: 8 May 2026
At Gravitee Atelier, quality is not an afterthought — it is built into how we work. We stand behind every piece we send out. This policy explains what we cover and how to make a request.
Quick Reference
Three reasons. Two paths. You choose.
| Reason | Refund | Exchange |
|---|---|---|
| Damaged or defective on arrival | ✓ | ✓ |
| Wrong item received | ✓ | ✓ |
| Size doesn't fit | — | ✓ |
When your reason allows both a refund and an exchange, you choose which path you'd prefer when you write to us. Size cases are exchange only — the product itself isn't faulty, so a refund doesn't apply.
Every request is reviewed by our team. Damage and wrong-item claims require photo evidence.
What We Cover
Refund (return for refund):
- The item you received is damaged or defective
- You received the wrong product (wrong item or wrong colour)
Refunds are issued to your original payment method.
Exchange (replacement):
- Damaged or defective tee — a replacement of the same tee
- Wrong product — a replacement with the correct item you originally ordered
- Size doesn't fit — the same tee in your requested size
Exchanges are always for the same product. We do not offer exchanges across colours or silhouettes — a size exchange is the same tee in a different size; a damage or wrong-item exchange sends you what you originally meant to receive.
We do not accept requests for change of mind, fit preferences, or colour expectations based on screen display. Every hue is photographed in natural light — what you see is what we craft.
Time Windows
| Request type | Window from delivery |
|---|---|
| Damage / wrong-item report (refund or exchange) | 72 hours |
| Size exchange (same product, different size) | 5 days |
Requests made outside these windows cannot be processed. Delivery confirmation is based on the tracking status from your shipment — not the date you open the package.
How to Make a Request
Every request is handled personally by our team. There is no portal, no form, no queue.
Write to us at care@gravitee.co with:
| Request type | What to include |
|---|---|
| Refund (damage or wrong-item) | Your order number, the reason, and a clear photo of the issue |
| Exchange for damage or wrong-item | Your order number, the reason, and a clear photo of the issue |
| Exchange for size | Your order number, the reason, and the size you'd like instead |
You will hear back from us within 24 hours, Monday to Saturday.
If we need anything further to assess your request, we will write back. If the request is approved, we will confirm the next steps in our reply.
What Happens Next
If you choose a refund (damage or wrong-item)
- We arrange a free reverse pickup at your delivery address — no cost to you
- Once the item is received and inspected, your refund is processed to your original payment method within 5–7 business days
- You receive an email confirmation at every stage
If you choose an exchange (damage, wrong-item, or size)
- We arrange a free reverse pickup for the original item — no cost to you
- Once the original item is received and inspected, a new replacement order is created at no additional charge:
- Damaged tee → a replacement of the same tee
- Wrong item → a replacement with the correct item you originally ordered
- Size doesn't fit → the same tee in your requested size
- Your replacement follows the standard timeline: prepared, quality-checked, and delivered within 7–10 business days
- You receive an email confirmation at every stage, including a shipping notification when your replacement is on its way
There is no checkout, no payment, no separate order to track. The replacement is created and shipped to the same address.
Items Not Eligible
The following cannot be returned or exchanged under any circumstances:
- Items showing signs of wear, washing, or use beyond trying on
- Items without original tags attached
- Items damaged after delivery through customer handling
- Items requested for return or exchange outside the stated time windows
A Note on Our Craft
Every piece that leaves Gravitee Atelier is carefully prepared and quality-checked before it reaches you. We take that seriously — which is why our policy is specific rather than open-ended.
We ask that you examine your order when it arrives. If something is genuinely wrong, we will make it right — without friction, without blame.