Every piece at Gray & Co is chosen with purpose. If something isn't right once it arrives, we'll sort it out — clearly, directly, and without fuss. Here's exactly how it works.

Change-of-Mind Returns

We offer a 14-day change-of-mind window from the date your order is delivered. If you've had second thoughts, we're happy to issue a store credit or exchange for the value of the item — provided it's returned in its original, unused condition with all packaging intact.

Change-of-mind returns do not qualify for a cash refund; store credit never expires and can be used across anything in the store.

To be eligible, please contact us within 14 days of delivery. Returns received after this window, or items that show signs of use or damage, cannot be accepted.

Faulty, Damaged or Incorrect Items

Your rights under the Australian Consumer Law (ACL) always apply, regardless of our store policy. If your item arrives faulty, unsafe, significantly different from its description, or simply doesn't do what it's supposed to do, you are entitled to a remedy — repair, replacement, or full refund — depending on the nature of the problem. These rights have no time limit and cannot be taken away.

Damaged in Transit

We pack with care, but transit damage can happen. If your order arrives damaged, here's what to do:

1. Take photos of the outer packaging and the item before unpacking further.
2. Email us at gray@grayandco.com.au within 48 hours of delivery with your order number and photos attached.
3. Hold onto all original packaging — we may need it for a carrier claim.

We'll arrange a replacement or refund as quickly as we can, and we'll cover all return shipping costs for transit-damaged goods.

How to Initiate a Return

Email gray@grayandco.com.au with the subject line Return Request followed by your order number, and include a brief note about why you'd like to return. We'll respond within 2 business days with return instructions and, where applicable, a return authorisation number. Please don't send anything back without hearing from us first — unauthorised returns may not be accepted.

Return Shipping

Change-of-mind returns: The cost of return shipping is at your expense. We recommend using a tracked service, as we can't take responsibility for items lost in transit on the way back to us.

Faulty or incorrect items: We cover all return shipping costs. We'll either provide a prepaid label or reimburse you for reasonable postage.

Refund Timing

Once your return is received and inspected, we'll process your store credit or refund within 5 business days. Refunds are issued back to your original payment method. Card refunds typically clear within 3–5 business days after processing, depending on your bank.

Exclusions — What We Can't Accept Back

A few categories are excluded from our change-of-mind policy by their very nature:

• Vintage and one-of-a-kind pieces — these are sold as found, with any age-related character disclosed in the listing. They cannot be returned for change of mind.
• Sale items — items purchased at a discounted or sale price are final sale and not eligible for change-of-mind return or exchange.
• Custom and made-to-order pieces — including custom bedheads and any item made specifically to your specifications. These are commissioned uniquely for you and cannot be returned unless they are faulty or not as described.
• Special order items — including custom, made-to-order, pre-order or sourced-to-order pieces. These are final sale and are not eligible for refund, return or exchange for change of mind. This does not limit any rights you may have under the Australian Consumer Law.
• Items showing signs of use, damage, or missing original packaging — we can only accept returns in resaleable condition.

Your ACL rights remain fully intact for any of these categories if the item is genuinely faulty or not as described.

Questions?

We're always at the end of an email or a phone call. Reach us at gray@grayandco.com.au or on 0404 449 017. You can also visit us at the showroom — 6 Llankelly Place, Potts Point NSW 2011.