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Return Policy

Returns Made Easy

Returns are GrayPorter are easy. If - for any reason - you aren't fully satisfied with your order, we're here to help.

60 Day Money Back Guarantee
Return any complete, new item within 60 days of delivery.
365 Day Product Warranty
Let's face it - stuff breaks. We've got you covered for a full year.
Easy Return Shipping
Request a return, use our return note, and wait for our courier to pick it up from you.

How to Return your Item

  1. E-Mail
    E-mail [email protected] to request a return authorization. Please include your sale reference and date of sale (found in your original order confirmation e-mail), together with a your reason for return.
  2. Print
    We'll reply to you with a return note. Print it out.
  3. Pack
    Pack the item in its original packaging with all the original accessories and manuals, and include the return note you printed. Once the item is packed, please e-mail [email protected] quoting your return note number, weight/dimensions of the package, the collection address and the best date/time for the item to be collected from you.
  4. Hand Over
    We'll acknowledge your e-mail and reply with a label/consignment note for you to print out and attach to the box. We will arrange for our courier to collect the parcel directly from you according to the date/time/address you specified, which will be shipped to our return address below:

    Complete Packaging
    10 Hikers Way
    Drakes Drive
    Long Crendon
    HP18 9RW
    United Kingdom

Return and Exchange Policy

GrayPorter wants to make sure that you are completely satisfied. If you have a new product and are not pleased with the selection you made, we make returns simple.

60-Day Returns

You may return or exchange complete, new products within 60 days of receipt of product. Defective products are covered by exchange only.

365-Day Warranty Coverage

All products, unless noted otherwise, are covered by the manufacturer’s warranty for repair against defects – this is always at least 365 days. The provider of warranty coverage is listed in the features/specifications section of the product page. Contact the manufacturer or our returns team for further details as instructions and terms vary by manufacturer and/or product.

Important Details and Exclusions

Refund or exchange option: If your product is new, then you may choose an exchange or a refund for the product returned.

Refund method: Refunds are issued to the same form of payment used on your original transaction. This cannot be varied for any customer or sale.

Products must be new, and in resaleable condition, and show no signs of use or installation or GrayPorter will refuse the return. In the event that you return a non-new item and do not accept the refusal of the return, we will charge a restocking fee.

Examples of conditions that will lead to refused returns or a restocking fee include:

  • Any sign of use or wear including installation, scratches, or other signs of use such as physical marking, screw holes, or similar.
  • Tags, stickers and other manufacturer labels removed or tampered.
  • Missing parts or the original product packaging is damaged or tampered.
  • A different serial number (if applicable) than the one GrayPorter shipped.
  • Physical damage from drops, liquid, mishandling or similar.
  • Product(s) returned that were damaged due to improper packaging.
  • Bonus products, promotional bundles, free accessories, loyalty points and gift cards or other products that are not returned, but were included in a promotion with the product returned, will be deducted their full individually listed price from any credit or refund issued. Similarly, promotional products that are returned without their corresponding bundled product may not be credited.
Damaged product and/or shipping box from shipment

You have 3 working days from your delivery date to notify GrayPorter of any damage that occurred during shipment.

When will I get my refund or replacement?

After we receive your product, we normally process your exchange or refund within three business days. Some product requires additional testing or evaluation.

Legal exceptions for USA Only: There is no restocking fee if the product is unopened or if the purchase and the return occur within: AL, CO, HI, IA, MS, OH, OK, SC and where prohibited by law. The restocking fee will be taxed in select states.

How will I know if you've received my return?

We will email you a Return Received notice detailing that your return has been received. An additional email will be sent following the completion of the return process.

Defective Products

Defective product is covered through an exchange of the same product within our return period. If the product is discontinued or unavailable, then you will be eligible for non-refundable store credit towards another product. After 60 days, defective product is covered under warranty coverage as stated above. Any product missing manufacturer packaging, accessories or parts (including those promotional in nature) will be exchanged only for the same product with the aforementioned packaging, accessories and parts not being included upon the exchange (we exchange exactly what you send us). In the event a product is returned missing accessories and/or packaging, and the product is not in stock for exchange, we will send the product for warranty repair, regardless of the purchase date.

Return Shipping Costs

Customers enjoy free returns with no return shipping costs.

Missing a Package or Never Received Your Order?

If your tracking information shows that your package was delivered but you cannot find it, please do the following within 36 hours of expected, stated delivery:

  • Verify the shipping address on the order is where you have been looking for the package.
  • Look for a notice of attempted delivery.
  • Look around the delivery location for your package.
  • See if someone else such as a neighbour or co-worker has accepted the delivery.
  • Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail or packages.