GraysOnline Return Policy

For full details please see our Terms and Conditions

Online Auctions Sales

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). Goods bought at auction may not be returned if you change your mind or if you've had the opportunity to inspect them prior to purchase.

If you wish to return an item 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. If we do not receive a response within 10 working days we will close the case and you will have waive any right to return the item or claim a refund. When returning an item please ensure it's in original packaging and include the Returns Advice Form.

Once we have received the item we will inspect and test it to confirm that it was incorrectly described, damaged in transit or "dead on arrival". If none of these 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 Australian Consumer Law can differ for goods purchased by auction as opposed to fixed price items. So it is important to read the above Term and Conditions Online Auction returns policy to know your rights.

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.

Please note that flowers and fresh produce received in damaged or spoiled condition need to be reported to Grays on the day they are received

Fixed Priced Items - Buy Now Sales

With our Buy Now goods (excludes Buy Now Vehicles, see Sale page for conditions) 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 Manufacturers Warranty also cover you with our Grays 30 day Limited Warranty.

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).

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. If we do not receive a response within 10 working days we will close the case and you will not be entitled to reject the item subject to any rights you may have under the Australian Consumer Law. When returning an item please ensure 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, 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. (5.2i)

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. 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. It is your responsibility to contact them in relation to all questions and claims relating to the manufacturer's warranty.

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 or if the wine is faulty, we will offer a refund (excluding 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.

Follow Us

We Accept

Follow Us

Download Our App