If there is a problem with your item Grays will do our best to supply a replacement. However, this option is not always available. If we are first unable to replace your item a full refund will be issued.
At Grays we are committed to processing your claim as quickly as possible. If your claim does not require us to collect any items from you, we aim to process your refund within three days.
If we do need to collect items from you, it will take longer to process as we need to ensure the goods have been returned to us for inspection to validate your claim. We are committed to commencing the collection process within five working days of you advising us so that we can progress the claim as quickly as possible.
To assist us to achieve this, we ask that you action any communication from our refunds team as quickly as possible. Our goal is to have your claim processed within 21 days of our receiving the returned item(s). This is to allow for customers living in rural or interstate locations as we need to allow for the return transport time.
We will keep you updated throughout the process, and you will be advised by email on the outcome of your claim. Funds will be credited to your credit card five working days after your claim has been approved for refund. Please understand that Grays cannot take responsibility for the time it then takes your credit card provider to credit the money back to your account.