HOUSE OF GRAY

Shipping/Returns/Exchanges/Refund Policy
Shipping and Handling
We offer free delivery in South Africa for sales in excess of R1,800.00.
We endeavor to dispatch orders within 7 – 10 working days of your order being placed provided that all items are in stock. Should there be any delays we will contact you to keep you informed. We do not send out packages or courier items on Saturdays / Sundays or Public Holidays.
Returns /Exchanges
Should you not be completely satisfied with a purchase you have made with us, you have the option of returning the product back to us provided that it is unused and in its original state and packaging within 5 days of having received it. Please ensure that all items are packed sufficiently in order to avoid damage in transit back to us by using the packing material the item was sent with. If the goods have not been sent back to us after the said 5 days, we can unfortunately not offer you a refund or exchange.
We regret that you will be liable for the cost of returning the goods to us as well as the initial order delivery costs. Returns and Exchanges will be processed as soon as possible after arrival.
Please contact us via e-mail to: info@houseofgray.co.za ” URGENT RETURN” so that we can arrange collection if you are not using your own courier. Our return address is: 8 Goldman Street, Florida, Roodepoort, 1709
Please note that bespoke furniture, special orders, made-to-order items and personalized items can only be returned or exchanged if faulty or damaged.
You will remain responsible for any and all returned goods until they reach our offices and we therefore suggest that you obtain a proof of collection when you make a return.
To complete your return or refund, we require a receipt or proof of purchase.
Refunds
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Once we have received your returned item back we will notify you via e-mail of the approval or rejection of your refund or replacement.
Approved Refunds will be arranged within 10 days after having received the goods back. We will contact you to obtain your credit card or banking details. (Please note that return collection fees as well as the initial order delivery fee will be deducted from the refunded amount)
Late or missing refunds
If you haven’t received a refund within 10 working days after we have notified you of the refund, please check your bank again and contact your credit card company as it may take some time before a refund is officially posted by the bank.
If you’ve done all of this and you still have not received your refund yet, please contact us at: info@houseofgray.co.za
Damaged Goods
On delivery of goods it remains your responsibility to check the contents for any damages before the courier leaves your premises as we only replace items if they are defective or damaged.
All damages must be reported within 24 hours after delivery took place. Please send us a photo image of the damaged goods so that we can make a preliminary assessment and arrange for a collection if needed. If damages are not reported to us within the 24 hour time period we will unfortunately not be able to make a refund or replace the item. Please do not attempt to return the items before contacting us first (you may be responsible for any associate expenses if you do so).
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, send your product to: House of Gray, 8 Goldman Street, Florida, Roodepoort, 1709.
If you cannot arrange shipping, please email us at: info@houseofgray.co.za, so that we can arrange a courier for you.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are arranging your own shipping you should consider using a trackable shipping service or purchasing shipping insurance if your item is over R1800.00. We don’t guarantee that we will receive your returned item.