Refund policy

 

RETURNS, EXCHANGES & REFUNDS 

We hope you love your new Greyhorse products just as much as we have enjoyed creating them for you. Ultimately the decision on size, style and to purchase is up to you as a customer. We understand, however, that sometimes things don’t go to plan. When this happens, here is our commitment to you.

 

QUICK GUIDE 

Faulty Merchandise

Exchange or Refund available

includes shipping costs

Full priced items

 

Exchange or Refund available

 

excludes all shipping costs - (Orders that had FREE shipping are subject to a $10 restocking fee for refunds) - AUSTRALIA ONLY

Sale item

Exchange or store gift card available

excludes all shipping costs - AUSTRALIA ONLY

Outlet items

NO RETURNS unless faulty

 

International locations

NO RETURNS unless faulty

 

HOW LONG DO I HAVE TO REQUEST A RETURN?

14 days from date of delivery for both Australian and International orders.*

*NOTE: There are NO RETURNS for International Orders unless the item is faulty. International orders cannot be exchanged and faulty items will be refunded in full upon return. 

 

CAN I RETURN AN ITEM IF I CHANGE MY MIND?

At Greyhorse, we are happy to offer you a return for change of mind for Australian orders on most full priced and reduced merchandise except for OUTLET PRODUCTS. Greyhorse will honour a refund or exchange on a change of mind item with the following conditions:

  • Proof of Purchase is accompanied with the returned merchandise.
  • A completed return form is included with the item(s). (Instructions below on how to request a return form. Complete in the required sections and include it with your return).
  • The merchandise must be in the same condition that you received it, unworn, unwashed, unused and with its original tags intact and in its original packaging.
  • Any promotional offers or discounts received in the original order will not be applied or carried over in exchanges.
  • The cost of returning the item(s) is at at the customer's expense.
  • PLEASE NOTE: IF A REFUND IS REQUESTED FOR CHANGE OF MIND OF A FULL PRICED ITEM, THEN REFUND AMOUNT WILL BE FOR PRODUCT ONLY AND WILL NOT INCLUDE ORIGINAL COST OF SHIPPING.
  • PLEASE NOTE: IF YOUR ORDER HAD FREE SHIPPING AND YOU ARE REQUESTING A REFUND, THEN A $10.00 RESTOCKING FEE WILL APPLY.


SOMETHING I ORDERED IS FAULTY, DAMAGED OR INCORRECTLY SUPPLIED.

If you have purchased an item with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund. Further information is available here. 

Please inspect your order as soon as possible upon receiving it and email us immediately at returns@greyhorse.com.au if you think the item is defective, damaged or if you have received the wrong item, so we can evaluate the issue and make it right.

 

HOW TO RETURN OR EXCHANGE AN ITEM BY POST.

For faulty merchandise, all returns are free. 

  • To start a return, email us at returns@greyhorse.com.au with your order number and information on the faulty item(s). 
  • We will review your request and if approved, we will send you an RA number to be included on your returns form.
  • Complete the returns form that came with your order to include with your return.
  • We will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted and the cost of the return shipping will not be refunded.


For change of mind, returns are paid for by the customer

  • To start a return, email us at returns@greyhorse.com.au with your order number and reason for return e.g. (change of mind)
  • We will review your request and if approved, we will send you an RA number to be included on your returns form.
  • Complete the returns form that came with your order to include with your return.
  • Please note that all return items must be received by Greyhorse within 60 days from the arrival of your order.
  • Repackage your item as securely as what you received it and address it to:

Greyhorse Returns
PO Box 476
Highfields, Queensland, 4352
Australia

  • We recommend using a delivery service where you can be issued with a lodgement receipt and a tracking number. Greyhorse does not accept responsibility for returns that have been lost or not delivered to us. 
  • Returns may take up to 10 business days to be processed once we have received them. Once your refund has been processed you will receive an email to notify you.
  • If your order qualified for FREE SHIPPING and you are requesting a refund for your item/s, then a $10.00 restocking fee will apply.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, like custom products (such as special orders or personalized items), products purchased from OUTLET and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

STILL HAVE QUESTIONS?

If you still have any questions you are welcome to contact us at returns@greyhorse.com.au. As our customer you are important to us and we want to assist you in anyway we can.