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Gray's Returns Policy

Return Policy

Return an item for a refund or exchange

If you are not happy with your purchase, you can return your item for a refund or you can exchange it for another item. If there is a difference in price, any additional amount would need to be paid or any overpayment would be refunded. Items should be returned to us within 28 days and must be in original packaging for a full refund or an exchange. Please note that you are responsible for the cost of returning the goods to us. 

Item Received Damaged or Faulty

If an item is received faulty please contact the office to report the fault immediately, the office will then arrange a replacement

Contact our customer service team by email (sales@graysofshenstone.co.uk) or telephone (01543 483344) stating the damage or fault with the goods. Provide as much information as you can and if you are sending an email, if possible, send images of the damage or fault on the item.  

In the unusual event that a product fails (excluding normal wear and tear) including all stitching, zips, metalwork, handles or corners, within six months of purchase you can return it to us for repair, or in the event that it is unrepairable, a replacement. Once we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution.

We aim to repair your item within two weeks of receiving it. Once the item is repaired we would then dispatch it back out to you.

Returns Form 

Information Required:

  • Full Name
  • Address
  • Order Number
  • Whether you would like a refund or exchange
  • If you would like an exchange, the details of the product you would wish to exchange for
  • Reason for the return

 

 

When will my return be processed?

 We aim to process all returns within 5 working days of receipt, whether that is for a replacement or a refund.  

If a refund is issued please allow two working days for the amount to show on your account from the day the refund was issued. An email will be sent to you confirming that a refund has been processed.

If you have any questions regarding returns, please contact our customer service team:

 

Tel: 01543 483344

Email: sales@graysofshenstone.co.uk   

 

Open: Monday – Friday 8:30am-5:00pm

Closed: Saturday – Sunday 

 

Return Address:

 

Grays Est 1922

Grayson House

Lynn Lane

Shenstone

WS14 0DU