Return and Exchange Policy
GrayPorter wants to make sure that you are completely satisfied. If you have purchased a new product and are not pleased with your selection, we aim to make returns simple and transparent. This policy applies to customers in the United Kingdom, United States, Germany, and the Netherlands, and does not affect your statutory consumer rights under applicable local law.
30-Day Returns
You may return or exchange complete, new products within 30 days of receipt of the product.
Products must be new, unused, uninstalled, and returned in original boxed condition. Products that do not meet these requirements may be refused or subject to a restocking fee where permitted by law.
Defective products are handled separately as described below.
Statutory Right to Cancel (UK, Germany & Netherlands)
If you are a consumer located in the United Kingdom, Germany, or the Netherlands, you have a legal right to cancel your purchase within 14 days of receiving your order, without providing a reason.
You must notify GrayPorter of your decision to cancel within this 14-day period. You then have a further 14 days to return the product.
You may inspect the product as reasonably necessary to determine its nature and functionality. You may be responsible for any diminished value resulting from handling beyond this level. Refunds under this right will include the original standard delivery cost (if applicable) and will be issued to the original method of payment.
United States Customers
For customers in the United States, there is no general statutory cooling-off period for online purchases unless required by state law. GrayPorter’s 30-day return policy applies to all U.S. customers.
Restocking fees will not be charged where prohibited by law or for unopened products where required by applicable state regulations.
365-Day Warranty Coverage
All products, unless noted otherwise, are covered by the manufacturer’s warranty for repair against defects for a minimum of 365 days.
The provider of warranty coverage is listed in the features or specifications section of the product page. Warranty terms and procedures vary by manufacturer and product. This warranty is provided in addition to any statutory warranty or conformity rights available under UK, German, or Dutch law.
Important Details and Exclusions
Refund or exchange option:
If your product is new and eligible for return, you may choose either a refund or an exchange.
Refund method:
Refunds are issued to the original form of payment used for the purchase. This cannot be changed.
Condition of returned products:
Products must be new, unused, and in resaleable condition. Returns that do not meet these requirements may be refused or subject to a restocking fee where legally permitted.
Examples of conditions that may lead to refused returns or a restocking fee include:
- Any signs of use, wear, or installation, including scratches, markings, screw holes, or residue.
- Manufacturer tags, seals, stickers, or labels removed or tampered with.
- Missing parts, accessories, manuals, or damaged or altered packaging.
- A different serial number (where applicable) than the one shipped by GrayPorter.
- Physical damage caused by drops, liquid exposure, mishandling, or improper return packaging.
- Products returned that were damaged due to inadequate packaging.
Bonus products, promotional bundles, free accessories, loyalty rewards, gift cards, or similar items included with the original purchase must also be returned. If such items are not returned, their full individual retail value may be deducted from any refund where permitted by law.
Defective Products
Defective products reported within the return period are eligible for an exchange for the same product.
If the product is discontinued or unavailable, GrayPorter may offer a replacement, repair, refund, or store credit, depending on availability and applicable local law.
After the return period, defective products are covered under the applicable manufacturer’s warranty.
Products returned as defective but missing original packaging, accessories, or promotional items will be exchanged only for the items received. If an exchange is not possible, the product may be sent for warranty repair.
No restocking fees or return shipping charges will apply to confirmed defective products.
Damaged Product and/or Shipping Box
You must notify GrayPorter of any damage that occurred during shipment within 3 business days of delivery.
Please retain all original packaging and provide photographs if requested.
When Will I Get My Refund or Replacement?
Once we receive your returned product, we normally process refunds or exchanges within three (3) business days. Some products may require additional testing or inspection.
You will receive an email confirmation when your return is received, followed by a second email once processing is complete.
Return Shipping Costs
Customers in the UK, USA, Germany, and the Netherlands enjoy free return shipping, unless otherwise stated or where prohibited by law. International return instructions must be followed to ensure proper customs and tax handling.
Missing a Package or Never Received Your Order?
If tracking information shows that your package was delivered but you cannot locate it, please complete the following steps within 36 hours of the stated delivery time:
- Verify the shipping address on your order.
- Check for delivery notices.
- Inspect the delivery location.
- Ask neighbours, building staff, or colleagues.
- Check all locations where mail or packages are typically received.
