Return/Exchange/Refund Policy

Items that are purchased on sale or when they are marked down are final sale and may not be returned, exchanged, or refunded. Any undergarments, hosiery, fragrances, sprays, perishables and other miscellaneous articles are also ineligible for return/exchange/refund. Only undamaged, unwashed and unworn items with their original tags and packaging will be considered. Certain other items are also ineligible where noted in the product listing. Any exceptions will be considered on a case-by-case basis.

Orders Cancelled:

Our fraud detection systems may automatically cancel orders that are suspicious without any action from you. Your orders may also be cancelled without action on your part if the item has been found to be damaged or defective prior to shipping. In such cases you will receive a cancellation email and your refund will be issued immediately. A credit will automatically be applied to your credit card or original method of payment, within 3-7 business days. If you need to cancel an order for any other reason you may contact us to cancel it only if the order has not yet been shipped.

International Orders:

All international orders such as those placed outside the contiguous United States are final sale and may not be returned, exchanged, or refunded. Certain items such as aerosols, fragrances, jewelry and other miscellaneous items are prohibited for international shipment and such orders will be cancelled. If an international order is unable to be shipped due to a missing or incomplete address then you will be refunded for the price of the item(s) you purchased. In such cases, you will not be refunded any shipping costs. All sizes are US sizes unless otherwise explicitly mentioned in the product listing. 

Sale items:

Prices in-store may be different from online pricing. You may only request an in-store price match with our online store before purchasing. If an item goes on sale within 7 days of the date of your purchase then you may contact us to reimburse you for the difference in price before and after the sale. This is only applicable for products purchased online. Only regular priced items may be returned/exchanged/refunded, unfortunately sale items will not qualify for a return/exchange/refund.

In-store Returns/Exchanges/Refunds:

Items purchased in store may only be exchanged within 7 days of purchase provided they are undamaged, unwashed and unworn and have all the original tags and packaging. Certain items such as undergarments and fragrances will not be accepted for exchanges. A receipt is needed for any exchanges. No returns/refunds are accepted for in-store purchases. Any orders for in-store pickups follow the in-store policies.

Online Returns/Exchanges/Refunds:

You may only apply for a return/refund within 14 days of the order being delivered. If 14 days have gone by since your order was delivered, unfortunately we cannot offer you a return, exchange or refund. Any return requests must include the reason for the request or your request may be denied. Any shipping fees are not eligible for a refund unless your order is cancelled before being shipped. Only purchases made from our website or physical store may be eligible for a return/exchange/refund. Packages sent to us for returns/exchanges/refunds must be sent to the same store address they were shipped to you from. The packages must be shipped with secure packaging to avoid damage to the items. If there is damage to the items you may be charged a restocking fee or your return/exchange/refund may be denied entirely. The items must have all tags attached and be in the original packaging and be in the same condition that you received them in. Please have your return/exchange/refund package shipping sent with verifiable tracking (we will not be liable for any lost/stolen packages). Return packages must be sent out within 3 business days of when a return is approved or your request may be denied. If we send you a prepaid return label then the cost of that may be deducted from you refund amount. If you wish to use your own shipping to send an item back then you may do so at your own risk. In such cases, you must inform us before shipping. Please do not ship items back to us without first having submitted having a return request and having it approved. We will not be liable for any lost packages or reimbursements in such cases. To complete your return we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. There are certain situations where only partial refunds are granted or may be denied: Any item not in its original condition, damaged or missing parts for reasons not due to our error or any item that is returned more than 14 days after purchase.

Shipping insurance:

We offer the option to insure your package for a fee before checking out. This insurance protects your package from any damage, loss or theft while in transit. This insurance is only valid until the package is marked as delivered by the delivery carrier. If the package is damaged, lost or stolen before being delivered then you may contact us for a full refund or replacement if possible. You will not be held liable for any further costs. Delays in shipping or delivery are not considered as a package being lost. After a package has been confirmed as delivered by the delivery carrier, the insurance will no longer apply. In such cases you may still reach out to the delivery carrier to file a claim for the package but we will not be liable. Any insurance costs are non-refundable. 

Lost/Stolen Packages:

All product(s) purchased from Gravity NYC are delivered to you by a third-party delivery company, pursuant to a shipping contract. You shall become the owner of the product(s) and shall assume the risks of loss at the time of remittance of the product(s) to the third-party delivery company. Any claim by you for a failed delivery or a stolen package shall be made by you directly with the shipping company (ex: USPS, UPS) and we will try and assist you in expediting the claim by providing any information that may be required to facilitate the process. If a claim is denied, we will not be liable for any refunds/replacements.

Missing/Defective/Damaged Products:

If a wrong or defective/damaged item was sent by mistake, you will be required to provide proof such as photos or a video. Any damage must be documented and sufficient evidence must be provided to prove that the damage to the item occurred before being shipped. We are not liable for damage by the delivery carrier. If approved, you may return your items for a full refund. For missing items you must provide proof of incomplete items in the delivered package to be eligible for a return/refund. Photos are not acceptable evidence for such cases. Only a video of unpacking the items from the sealed package and showing that the item was not included in the sealed container/packaging will be considered as acceptable proof. If approved, you may return the received items for a full refund or only be refunded for the items that you did not receive. 

Refunds:

If an item is sent back due to a failure to deliver or for a return, a refund will only be issued once the package has been received back. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Any shipping fees are not eligible for a refund unless your order is cancelled before being shipped. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3-7 business days.

Late or missing refunds:

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted to your account. Next contact your bank. Unfortunately, there is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at info@gravitynyc.co.

Exchanges:

We will only replace or exchange items if they are defective or damaged due to an error on our part, or you were shipped the wrong item/size by mistake. Any exchanges must be made for item(s) of equal or greater value or you may choose to receive store credit.

Submit a return request:

Please review all the policies listed above before submitting a return request or your request may be denied. Please provide a valid return reason with evidence if needed otherwise your request may be denied. Click the profile icon in the store's navigation, or click this link and then request a return.

1. Log in to your account:
1. In the "Email" field, enter your email address, and then click "Continue".
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter the six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click "Submit request".

If your return request is approved then you will receive an email with instructions on how to ship the item back. After the product is returned and inspected, if you are approved then your refund will be issued with a confirmation email. Your refund may take 3-7 business days to process depending on your financial institution. If you have not received your refund after 7 business days, you may contact us to inquire about your refund status.