At Grayson Living, we know that sometimes a piece just isn't quite right. We want your shopping experience to be as smooth as possible, which is why we've designed our returns process to be convenient and straightforward. This guide will walk you through everything you need to know, from our policies to what to do if an item arrives damaged.
The Return Guide: Before You Order
The best way to ensure a great experience is to be prepared. Before you make a purchase, we highly recommend taking a moment to familiarize yourself with our Return Policy. You'll find all the key details there, but here's a quick overview of what to expect.
Our policy outlines important information regarding the timeline for returns, the condition of the item, and any potential fees. Understanding these details upfront can save you a lot of time and hassle later. For a complete look at our guidelines, just click the Return Policy link on our website.
Refunds and Fees: What to Expect
When it comes to returns, transparency is key. Our Return Policy clearly states all the information you need, including our process for refunds and any associated fees.
We want to be upfront about our policies, which is why we've clearly detailed them on our website's terms and conditions, each item's product listing, and in the order confirmation email you receive at the time of purchase. It's important to know that a cancellation made more than 24 hours after an order is placed is subject to a 35% restocking fee, in addition to roundtrip shipping and delivery charges. This policy is in place to cover the costs associated with the logistics of handling a late cancellation.
If your original order had "free shipping," the real value of the shipping costs will be assessed and deducted from your refund amount. This ensures fairness and covers the genuine expenses incurred in shipping the item to you.
For a return to be eligible, the request must be received within 7 days from the delivery or pick-up date. The item must be in its original, unused condition and packaging. Once the returned item arrives back at our warehouse, our receiving team will inspect it. The refund will be issued only after this inspection is complete. Any damage observed upon receipt will be deducted from your final return amount.
If you want to file for returns for your items, please visit our Return Authorization form.
Handling Damaged or Incorrect Items
It’s important to understand the difference between a standard return and a claim for a damaged or incorrect item. A standard return is for when you've simply changed your mind about a product. However, if your item arrived damaged or if you received the wrong product, the process is different and more direct.
In the event of a damaged or incorrect item, you should not process a standard return. Instead, you need to File a Claim. This is a critical distinction because filing a claim allows us to properly document the issue and work with you to find a solution, whether that's a replacement, repair, or a full refund. To file a claim, be sure to gather all your proof, such as photos or videos of the issue. This evidence is crucial for a smooth and speedy resolution.
Other Store Policies
For information on other important store policies, you can always check the footer section of our website. You'll find links to all our policies, including our privacy policy, terms of service, and more. We believe in providing all the information you need in a clear and accessible way.
When to Contact Us
We’re here to help! If you ever feel unsure about the process, or have any questions, don’t hesitate to reach out. Our customer service team is ready to assist you.
Call or Text Us: (888) 432-4477
Customer Service Hours: Mon - Sun: 7:00 AM - 5 PM PST
Email: csr@graysonliving.com
If you've already initiated a return or claim and need a follow-up, simply choose your preferred contact method to get an update on your request.
Conclusion
In today’s fast-paced online world, it's easy to click "buy" without a second thought. But knowing a store's policies is just as important as knowing what you want to purchase. By taking a few moments to understand the details of a store’s return, refund, and damage policies, you’re not just being a smart shopper—you're protecting yourself from unexpected fees and complications. This proactive approach ensures that if a problem ever arises, you're ready to handle it with confidence and clarity, making for a much better overall shopping experience.
FAQs
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Can I return an item after the 7-day window? Unfortunately, return requests must be made within 7 days from the delivery or pick-up date to be eligible.
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Do I have to pay for return shipping? Yes, roundtrip shipping and delivery charges are deducted from your refund amount, including the real value of shipping for "free shipping" orders.
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What if I don't have the original packaging anymore? Items must be returned in their original condition and packaging to be eligible for a refund.
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How long does it take to get my refund? Once the item is received and inspected at our warehouse, the refund will be issued. The timeframe for the funds to appear in your account can vary depending on your bank or payment provider.
