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Refund policy

CHANGE OF MIND - RETRUN POLICY
We have a 7-day Change of mind-return policy, which means you have 7 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn, unused and not assembled with tags, and in its original packaging.

You’ll also need to provide Proof of purchase (e.g. invoice or purchase receipt) and photographs, showing that the item and its packaging are both in an acceptable condition. Then we’ll send you instructions on how and where to send your package. Upon receipt of returned goods, we will then inspect and if everything is in perfect condition, we will provide you a store credit or refund on your original payment method.

Note:

  • Items sent back to us without our prior written consent will not be accepted.
  • If the item is not returned to us in the same condition and in its original packaging, we reserve the right to not accept the return and you will be responsible for the cost of receiving your returned goods back to you.
  • Total freight costs (either to us and from us to you) will be deducted from the final refund.

Exclusion - We cannot offer change of mind returns and claims for the following purchases:

  • Semi-assembled MDF products, marble, stone and reclaimed items due to the complexity of packaging and special fragile handling requirements.
  • Products which have been partially assembled, or assembled in full.
  • Made to order / Custom order products
  • All rugs, homeware products
  • Sales products

Email us at [email protected] to start a change of mind return.

DAMAGES OR FAULTY - RETRUN POLICY
Within 48 hours of their delivery date, buyers must thoroughly inspect any items they receive and the buyer must provide us with written notice along with the photographs and proof of purchase to ensure that we can begin examining the issue promptly. Upon review and approval of your submission, we will contact you to proceed with the return process - from replacing minor defects or granting store credits/refunds for major issues; rest assured that our team has all contingencies covered.

Note:

  • Items sent back to us without our prior written consent will not be accepted.
  • Please ensure that the item is well protected and packed in the original package or similar to the way you received the item. If the product has been assembled, it needs to be disassembled and packed the same way it was delivered.
  • We will not process returns where the damage is to the external packaging or product packaging only.
  • We will not refund or replace a item if, in our reasonable opinion, the issue of the item has been caused due to fair wear and tear, misuse, commercial use, failure to use in accordance with manufacturer’s instructions, using it in an abnormal way, improper assembly and modification or failure to properly care for the item.

Email us at [email protected] to start a damages/faulty return.

GUARANTEE & WARRANTY - TERMS AND CONDITIONS
Our goods come with guarantees that cannot be excluded under 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 acceptable quality and the failure does not amount to a major failure. 

GREYSQUARES provides a manufacturer's warranty against defects in material and workmanship in respect of certain products for a period of 1 or 2 years from the date of purchase from us. The duration of manufacturer's warranty for each product can be found on the product information pages. To ensure the best warranty experience, customers must adhere to GREYSQUARES' Warranty terms and conditions and provide a detailed description of the warranty service requested, proof of purchase and  Photos or videos of the product. We will evaluate your warranty claim on a case-by-case basis, determining whether to offer you a full refund, partial refund or replacement of any defective parts. When making any such claims under this Warranty however, please note that you are liable for covering reasonable costs associated with returning/transporting the product back to us.

Note - The Warranty does not cover:

  • All marble and stone products
  • Normal wear and tear of the product
  • Damage resulting from abnormal use or abuse
  • Damage resulting from placing the product in inappropriate locations
  • Damage resulting from inadequate maintenance
  • Products which have been altered from their original form
  • Minor chips or superficial blemishes
  • Products that are used in a retail, hospitality, commercial and/or office setting. 
  • Insignificant variations in dimensions, colour, natural grain, or finish (as between a received product and an advertised product).

Email us at [email protected] to start a warranty claim.

CANCELLING YOUR ORDERS
If you change your mind and decide not to proceed with your purchase, please inform us as soon as possible. If your order is not in the shipping process, we can cancel your order and provide you with a store credit or refund under special circumstances. In the case that your order has been dispatched by the warehouse, it will be treated as Change of mind return.

EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

REFUNDS
Once your return was approved, you will be refunded on your original payment method within 10 business days. Please note that it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected]

Grey Squares