Refunds & Returns

Summary

We do accept returns for items if:

- The item was purchased online and you change your mind (within 30 days)
- The item was purchased online and is damaged in transit
- The item was purchased in our store OR online and is not as described

We do not accept returns if:

- The item was purchased in our store, and you change your mind

This is a summary only, please read the full terms and conditions below.  

About These Terms & Conditions

Greystones Group Co Pty Ltd ACN 87 633 880 690 ("we" "us") operates a website, www.greysontes.com.au (our "Site") and a store located at 82-84 Myrtle Street, Myrtleford, Victoria 3737 (“our Store”), the products available for purchase on the Site (“Products”) and related services are made available to the Customer ("you") pursuant to the following Terms of Conditions and any other policies posted on our Site from time to time (collectively, the "T&C's"). Please read the T&C's carefully before placing any orders on our Site. We recommend you should keep a copy of the T&C's for future reference. We may modify the T&C's at any time. By accessing or using this Site, you agree to these terms & conditions of use. If you do not agree to these terms you may not use this site.

Change of Mind Policy (Online Orders Only) 

All our items or Products come with a thirty (30) day refund guarantee in addition to your statutory rights. If, for any reason whatsoever, you are not satisfied with any Product delivered to you, you may, within thirty (30) days of the Product being delivered, return the Product (it must be in the condition that it was in at the time of purchase) and the invoice (as proof of purchase) to us for a full refund of the purchase price of the Product.

This refund does not include the costs of return postage. You are responsible for return postage to our Store.

We will accept returns in store for change of mind or Products purchased through the Site. We recommend that Products are returned to us via courier or registered post to ensure that they are protected and insured during transit.

Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused.

For information on the most appropriate way to return items for change of mind you must first contact the Customer Service team via one of the following methods:

Phone: (03) 5752 1547
Email: info@greystones.com.au or use the contact form

Your entitlements to a refund, exchange, repair or credit are governed by the Australian Consumer Law and this change of mind guarantee is in addition to those rights.

Change of Mind Policy (In-store)

We will not provide refunds on goods purchased at our store store if you simply change your mind. However, we will provide an exchange or in-store credit in the form of a Greystones Gift Card on the following terms:
Goods must be presented within 14 days of the purchase date with a receipt as proof of purchase
Goods must be in the merchandisable condition you purchased them in.
If the value of the item you are returning is less than $25, we will exchange the item for item(s) currently in store to the same value.
If the value of the item is more than $25 then we will either exchange the item for item(s) currently in store to the same value or offer you an in-store credit. In-store credits will be in the form of a Greystones Gift Card.
The credit value will be the price paid at the time of the original purchase as shown on the register receipt.

Please note that:
If you cannot produce a receipt as proof of purchase, we cannot accept a return.
Please present your receipt (or a copy or photo of it). We may also accept your credit card or bank statement (provided it clearly identifies the value of the product), or your signed lay-by agreement or warranty card showing the date and amount of purchase.
We will not offer an exchange or in-store credit for sale or clearance items.

Lay-by Item Returns

We will not offer an exchange or in-store credit for lay-by items.
Our decision to provide an exchange or in-store credit in accordance with the conditions set out above will be determined in its absolute discretion.

Returns process

If you believe a product purchased from our store:
- is damaged in a way that was not made apparent to you at the time of purchase;
- or does not match the description given to the product;
You may return it to our store within a reasonable period after purchase.

Return Authorisation Number
A Return Authorisation (RA) number is required for replacement Products and refunds. Where Customer Service has provisionally determined that a Product is eligible for a return, Customer Service will issue you with an RA. Products cannot be returned without an RA. The Product should be returned to us within 30 calendar days of the issuance of the RA to qualify for a replacement or refund. All Products must be returned in the condition that they were in at the time of purchase, including any keys, manuals, documentation and certifications that were shipped with the Product. If these additional items are not included, only a partial refund will be applied.
It is your responsibility to ensure that the Products are protected from damage in transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused.
You will be notified by email once your return has been received and processed.
Unidentified returns may be returned to the sender; therefore please ensure all details are clear and concise.

Organising the Return of Products

To return any item for any reason you must arrange the return either:
by return postage through Australia Post, or
deliver to our store (82-84 Myrtle Street, Myrtleford, Victoria 3737)

Australia Post: Products must be returned whenever we agree to provide you with a refund or replace the Product or ask you to return the Product to us for inspection. Customer Service will email you a PDF voucher containing an RA which you must affix to the Product. You must then take the Product to any Australia Post Office for return.

Returning to our store: please contact us to arrange a return to a store.

Phone: (03) 5752 1547
Email: info@greystones.com.au or use the contact form

Please retain your receipt as proof of purchase, as it must be presented when returning the goods. 

Policy updated 9/04/2020.

Read Our Other Policies

Light Repairs & Re-wiring
Shipping & Deliveries
Condition Descriptions
Terms & Conditions