What is your refund policy?

At Pacific Grass, we handle all refund requests on a case-by-case basis, prioritizing your satisfaction. Here's an overview of our refund process:

  • Refunds as Credits: In the majority of cases, refunds are provided in the form of credits added to your PG Wallet. These credits can be used towards your future orders, giving you flexibility and convenience.
  • Initiating a Refund: To request a refund, you must notify us of your intent to return the product within one week after receiving it. If you have consumed more than a sampling of the product, we will deduct the portion consumed from the refund amount.
  • Additional Verification: For customers who frequently raise concerns or return products, we may request an unboxing video to facilitate and validate your claim.
  • Credit Processing Time: Please be aware that all credits will take approximately 3-5 business days to process.
  • Shipping Costs: We do not cover the shipping costs for returning a product. The cost of return shipping is the responsibility of the customer.
  • Refund to Bank Account: Issuing refunds to bank accounts is a highly exceptional process and occurs only in extremely rare cases. Such refunds are considered with the utmost discretion and are evaluated on a case-by-case basis.

Our goal is to ensure a fair and transparent refund process that prioritizes your satisfaction. If you have specific questions or need assistance with a refund request, please don't hesitate to reach out to our dedicated customer support team. We're here to assist you and address any concerns you may have.

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.

Still need help? Contact Us Contact Us