Buy Now items that are faulty, damaged in transit, dead on arrival (not working), or incorrectly described (other than minor differences) may be returned. Please refer to the Returns Policy or contact our customer service team for full details.
Some Buy Now products may offer a Change of Mind option. Where the “Change of Mind” Guarantee appears on the product page you may return the product under the Change of Mind Policy.
Sale items are sold on an “As is, where is” basis. It is the buyer’s responsibility to attend any nominated inspections or arrange for a third party to inspect on their behalf to assess the suitability and condition of the asset, prior to bidding. Sale items may be returned if they are damaged in transit and Grays is responsible for the transport of the goods. Please refer to the Returns Policy or contact our customer service team for full details.
Please note that sale items may not be returned if you change your mind except for wine products that specify the “Change of Mind” policy is applicable.
How do I return an item? +
Damaged/Faulty/Misdescribed Items - Sale & Buy Now
It is important that you contact our Customer Service team via our Customer Service Form within 30 days. To expedite our investigation, please provide as much information as you can - the reason for return, invoice number, connote number, including a detailed description of what was damaged along with photos of the damaged item and its packaging. Our team will then send you a Returns Advice Form with instructions and the return address.
Please ensure the item is in its original packaging and the Returns Advice Form is included to avoid further delays. The item can be collected from you by our nominated carrier, or you can drop it off at your local Australia Post Office, whichever is easier for you.
If you are using our carrier, please ensure the item is ready for collection. If the item has not been returned within 10 working days, we will close the case, and you will waive your right to return the item or claim a refund.
Once the inspection is completed, and the legitimacy of the return reason confirmed we would either replace/repair your item(s), or provide you with a refund. This will occur 21 days of our receiving the returned item. If the item(s) were not damaged in transit, dead on arrival or incorrectly described, we will return the item and charge you the freight cost.
How do I get a replacement/refund?+
Replacement
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.
Refund
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.