Overview
At GRAY, we want you to love your purchase. If there is an issue with your order, please contact us as soon as possible so we can help resolve it.
RETURNS:
We accept returns within 7 days of delivery for eligible items.
To be eligible for a return, the item must:
* Be unworn and unused.
* Be in its original condition.
* Have all original tags and labels attached.
* Be returned in its original packaging where applicable.
* Not have any stains, makeup marks, perfume, alterations, washing, or other signs of wear.
Items that do not meet these conditions may be rejected.
Items that cannot be returned
For hygiene and quality-control reasons, we do not accept returns on:
* Undergarments or intimate apparel.
* Items marked Final Sale or Non-Returnable.
* Items that have been worn, washed, altered, damaged, stained, or otherwise used.
* Items returned without their original tags where tags were supplied.
* Customized or personalized items, where applicable.
This does not affect your statutory consumer rights where an item is defective, unsafe, unsuitable for a communicated purpose, or materially different from its description. Nigerian consumer law provides protections in these circumstances.
WRONG OR DEFECTIVE ORDERS:
If you receive:
- A damaged item
- A defective item;
- The wrong item; or
an item that is materially different from what you ordered,
please contact us within 48 hours of delivery.
Send us your order number and clear photos/videos of the item and the issue. We will review the complaint and, where appropriate, arrange a replacement or refund.
Please do not return a defective or incorrect item before contacting us and receiving instructions from Gray Brand.
EXCHANGES:
We offer exchanges for eligible items, subject to availability.
If you would like to exchange an item for a different size, please get in touch with us within 48 hours of delivery.
If the requested size or item is unavailable, we may offer an alternative item or another appropriate resolution.
Customers are responsible for any applicable additional delivery costs where the exchange is due to a change of size, colour, style, or personal preference rather than an error on the part of Gray Brand.
REFUND:
Once your returned item has been received and inspected, we will notify you whether your return has been approved.
If approved, your refund will be processed using the original payment method where reasonably practicable.
Please allow 5 business days for the refund to reflect, depending on your bank or payment provider.
Where a refund is required because Gray Brand supplied a defective, incorrect, or materially misdescribed item, we will work with you to provide the appropriate remedy in accordance with applicable consumer protection requirements.
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RETURNS:
For returns due to an incorrect size selection or personal preference, the customer is responsible for the applicable return delivery costs.
If the return is because Gray Brand sent the wrong item or the item arrived defective/damaged, we will cover reasonable return and replacement delivery costs.
Sale Items
Sale and promotional items may be eligible for return unless the product is specifically marked Final Sale or Non-Returnable.
HOW TO REQUEST FOR A REFUND:
To request a return, please contact us through our customer service channel with:
Order Number:
Item(s) you wish to return:
Reason for return:
Photos/videos, where applicable:
Our team will review your request and provide instructions on the next steps.
Please do not send items back without first contacting us.
IMPORTANT NOTICE:
Gray Brand reserves the right to inspect returned items before approving a return, exchange, or refund.
Nothing in this policy is intended to exclude, restrict, or override any consumer rights or protections that cannot lawfully be excluded under applicable Nigerian law. The FCCPC states that businesses should provide clear terms, maintain consumer-friendly return policies, and provide appropriate repair, replacement, or refund for bad products.
Contact Us
If you have questions about our Refund & Returns Policy or need assistance with an order, please contact Gray Brand through our official customer service channels.
Need help?
Contact Us
If you have questions about our Refund & Returns Policy or need assistance with an order, please contact Gray Brand through our official customer service channels.
Website:www.graybrand.store
Email:support@graybrand.com
WhatsApp:2348126610314
