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For full details please see our Grays User Agreement Online Auctions Sales
Goods can be returned if we have delivered them and they are damaged in transit. Goods bought at auction may not be returned if you change your mind or you had or did not have the opportunity to inspect them prior to purchase.
If you wish to return an item due to damage in transit, please email (customerservice@grays.com.au) or call our friendly Customer Service team within 30 days of the sale ending with the details of your purchase and the reason for return. Our team will then send you a Returns Advice Form with instructions and the return address. When returning an item please ensure it's in original packaging where possible and include the Returns Advice Form.
Once we have received the item we will inspect and test it to confirm that it was damaged in transit. If this does not apply, we will return the item and charge you the freight cost. Once the inspection is completed and the legitimacy of the return confirmed we will within 21 days either replace or repair your goods, or provide you with a refund.
Please note that the following Consumer Guarantees do not apply to the sale of goods by auction that is conducted by an agent. - Acceptable quality
- Fitness for any disclosed purpose
- Match description
- Match any sample or demonstration model
- Have spare parts of repair facilities available
- Express warranties
The following Consumer Guarantees under the Australian Consumer Law do apply to the sale of goods by auction when conducted by an agent - Full title and ownership
- No hidden debts or charges
- Undisturbed possession
Our Site will also include items which are advertised as being in a faulty, damaged, seconds, used, ex-lease or demo condition. By choosing to bid or buy these items you are acknowledging their condition and therefore we will not accept any subsequent claim for any loss or damage on account of the faulty or otherwise damaged condition of the item. Fixed Priced Items - Buy Now Sales and Auctions (where we are the seller of the goods)
With our Buy Now goods (excludes Buy Now Vehicles, see Sale page for conditions) and Auctions (where we are the seller of the goods), we warrant that the goods are of acceptable quality, fit for the purpose they are generally used for, and match the description on the Site (other than minor differences). We generally sell new items under this channel and if they do not come with Manufacturer’s Warranty we also cover you with our Grays 30 day Limited Warranty in addition to your statutory warranty rights under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of an acceptable quality and the failure does not amount to a major failure. Goods can be returned if we have delivered them and they are damaged in transit or are "dead on arrival" (not working). You can also return an item if it has been incorrectly described (other than minor differences), is faulty or not fit for the purpose described or you made known to us prior to purchase. Unless otherwise noted in the listing, goods bought at Buy Now, may not be returned if you change your mind. If you wish to return an item please email or call our friendly Customer Service team within 30 days of the sale with the details of your purchase and the reason for return. Our team will then send you a Returns Advice Form with instructions and the return address. When returning an item please ensure wherever possible it's in its original packaging and includes the Returns Advice Form. Once we have received the item we will inspect and test it to confirm that it was incorrectly described, faulty, damaged in transport or "dead on arrival". If we find that your claim is reasonably determined by us to be invalid, we will return the item and charge the freight cost. Subject to our obligations under the Australian Consumer Law, once the inspection is completed and the return confirmed we will within 21 days either replace or repair your goods (where possible), or provide you with a refund. The benefits of this warranty are in addition to any other rights you may have under any law that covers the item. Our Site will include items which are advertised as being in a faulty, damaged, seconds, used, ex-lease or demo condition. So by choosing to bid or buy these items you are acknowledging their condition and therefore cannot claim against any advertised fault or damaged condition. Manufacturer's Warranty Some items are sold with a manufactures warranty. These items will have a warranty navtab in the lot description outlining any warranty terms and conditions. It is your responsibility to contact the relevant manufacturer in relation to the warranty. Subject to any rights you may have under any law Grays cannot take any responsibility for the content, fulfilment or enforcement of the manufacturer's warranty. The manufacturer's contact details will be supplied to you with your goods. To the extent permitted by law, we do not provide any representation or warranty in relation to any manufacturer's warranty that accompanies this product. In particular, we do not represent that the manufacturer's warranty is compliant with the Australian Consumer Law. Any rights that you may have in respect of the manufacturer's warranty are against the manufacturer and not us. Wine At Grays we want to make sure you have a great online wine experience. So if you don't like the wine that you purchased we will offer a refund (excluding spirits, liquidation, private investor or bulk pallet sales). It doesn't matter whether the wine is bought in an Online Auction or Buy Now Sale, provided you contact us within 30 days of purchase.
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