Refund and Returns Policy

Last updated October 02, 2025 · Currency USD
Regions served United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal

About this page

Greygifts designs and builds solid-wood furniture and large wood décor, and supports returns from the regions listed above.

This policy explains how Greygifts handles problems with your order and how returns, exchanges, and refunds work. All amounts are shown in USD.

Where eligible, Greygifts arranges the return label or freight pickup and, for international orders, can settle VAT/GST, duties, brokerage, and customs processing for the return when you use Greygifts’s paperwork. In those cases, there is nothing to pay at the door (DDP on returns where available), in line with our Shipping Policy.

Note: This policy is written mainly for solid-wood furniture and larger wood pieces (for example: beds, benches, console tables, large shelves, tree bookcases). Smaller décor items follow the same basic rules, but may use simpler parcel return methods; details are confirmed when you contact support.

Quick overview

• Return window: 30 days from delivery — please start by contacting support with your order number.

• No extra charges on eligible returns: Greygifts issues the label or books the freight pickup and, for covered regions, can handle cross‑border taxes and duties when our documents are used. No restocking fee on eligible returns.

• Refund timing: Within 7 business days after the return is received and passes inspection, refunded in USD to the original payment method (store credit available on request).

• Proof of purchase: Order number or the email/phone used at checkout.

• Support cadence: Replies within 1–2 business days on working days (local warehouse time).

Return eligibility for products

To keep returns safe in transit and fair for all customers, returned items must meet these conditions:

• Items should be new, unused, unassembled, and unmodified, so heavy solid-wood parts stay protected during shipping.

• Signs of use or alteration—such as scratches, dents, stains, odors, pet hair, drilled holes, refinishing, or bases that were leveled/installed—make “change of mind” returns ineligible.

• Please include original protection where possible (foam, corner guards, hardware packs, manuals, tools). If something is missing, repack to an equal or higher protection level.

• Items that have been assembled, installed, glued, or altered may return only when Greygifts confirms a manufacturing defect or verified carrier damage.

• Intended use is indoor residential or studio unless the product page clearly states otherwise. Some large pieces require pallet pickup or a liftgate; Greygifts will outline the steps when scheduling.

• Return shipments must start from one of the regions listed at the top of this page.

Natural wood, naturally unique

Solid timber is naturally unique. Variations in:

• Grain and figure

• Color tone and shading

• Small knots or mineral streaks

…are normal characteristics of real wood, not defects. Greygifts evaluates these in the same way in every covered country, consistent with our product descriptions.

If something is wrong (damage, defect, or wrong item)

If a piece arrives damaged, shows a clear production fault, or does not match the model/size/finish you ordered, Greygifts will make it right.

Common covered issues include:

• Crushed corners or cracked tops

• Chipped or peeling finish

• Mis‑cut or misaligned joinery

• Tops that do not sit level

• Unstable bases or legs

• Hardware that will not seat or tighten correctly

In these cases:

• Greygifts provides prepaid return freight (parcel label or scheduled freight pickup), and

• Offers either:

  • A replacement, subject to stock and lead time, or

  • A full refund in USD

Any outbound shipping you paid at checkout for that item is also refunded.

For minor cosmetic issues where a faster, high‑quality solution exists, Greygifts may send replacement parts or a touch‑up kit instead of requiring a full return, if you agree.

For international returns from covered regions, Greygifts can cover VAT/GST, duties, brokerage, and customs processing when our return label and documents are used (DDP on returns), matching the approach in our Shipping Policy.

Change of mind (space, size, or finish)

If you change your mind about the piece (for example, the size doesn’t work with your room, or the finish is not what you had in mind), “preference” returns are available within 30 days if:

• The item is unused, unassembled, unmodified, and

• Properly packed to protect it in transit.

For eligible preference returns:

• Greygifts pays the return freight; you do not pay beyond what you already paid at checkout.

• After inspection confirms all parts and like‑new condition, Greygifts refunds the product price in USD.

Original outbound shipping, if any was paid at checkout, is not refunded on preference returns.

For exchanges (for example, changing to a different size or finish), any price difference is settled in USD when the exchange is processed.

Items not eligible for return

The following are typically not returnable, except where damaged or defective on arrival:

• Gift cards

• Final‑sale or clearance items clearly marked as such on the product page

• Custom or made‑to‑order pieces (non‑standard sizes, special edges, custom stains/finishes, inlays/carvings, non‑standard bases or configurations) unless defective or damaged at delivery

Also not eligible:

• Products that have been used, assembled, installed, modified, or refinished

• Orders with a promotional bundle or free gift where all items are not returned; in such cases, Greygifts may deduct the prorated value of missing items from the refund

How to start a return

1. Contact support within 30 days of delivery

   • Use the site contact form or email support@greygifts.co

   • Include your order number and a short description of the issue or reason for return

2. For damage or defects

   • Contact Greygifts within 72 hours of delivery where possible.

   • Attach clear photos or a short video of:

     • The outer carton

     • The inner packing

     • The affected areas

   • Keep all packaging until next steps are confirmed.

3. Response and authorization

   • Greygifts typically responds within 1–2 business days.

   • If the return is eligible, Greygifts will issue a prepaid parcel label or schedule a freight pickup and provide packing guidance.

4. Return address

   • Returns are normally sent to:
     Greygifts Returns Department, 885 Maria St, Memphis, TN 38122

Labels and pickup authorizations usually expire after 10 calendar days. Please ship your parcel or be available for pickup within that window.

After the first carrier scan, transit risk transfers to Greygifts. Returns must include the Return Authorization provided by Greygifts; shipments sent without prior authorization may be delayed.

Packing guidance for wood furniture and décor

To help your item arrive safely:

• Immobilize tops, legs, and bases so nothing shifts inside the box or crate.

• Reuse original foam, corner guards, and blocking whenever possible.

• Bag all hardware and small parts, and secure the bag inside the carton or crate.

• If the original carton is not available, use a new heavy‑duty box or pallet crate with thick padding on all sides and seal every seam firmly.

• For freight returns, Greygifts will confirm pallet requirements and provide bill of lading (BOL) details.

What inspectors check on arrival

When your return arrives, Greygifts’s team will:

• Verify the model, size, and finish

• Confirm that all components and hardware are present

• Look for signs of use or alteration

• Check that protective packing was enough to prevent new transit damage

If parts are missing or packing is not adequate and damage occurs during the return trip, Greygifts may:

• Reduce the refund to cover repair or replacement costs, or

• If you prefer, return the item to you

In either case, Greygifts coordinates the logistics and does not charge new fees beyond any necessary adjustment to the refund amount.

Refund timing and method

Once your return is received and passes inspection:

• Greygifts processes the refund within 7 business days.

• Refunds go to the original payment method in USD (for example major cards or PayPal).

• Store credit can be issued instead if you request it.

Your card issuer, bank, or PayPal may need extra business days to post funds. Any currency conversion or FX spread is set by your payment provider, not by Greygifts.

Exchanges

• Requests for a different size or finish are accepted for 30 days when inventory allows.

• For preference exchanges, Greygifts covers shipping both ways.

• For issue‑based exchanges (damage, defect, wrong item), shipping is also covered.

Replacements ship after the original item is received and passes inspection; cross‑shipping (sending the replacement before getting the original back) is not available.

Refused deliveries and undeliverable shipments

• If a delivery is refused without prior notice and the carrier reports no damage, Greygifts will still coordinate the return and cover carrier charges. Greygifts can either:

  • Reschedule delivery at no cost, or

  • Issue a refund as described above, after the item is received and inspected.

• If refusal is due to visible carrier‑caused damage that you note with the driver, Greygifts will handle the claim and no re‑delivery fees apply to you.

Shipments that are undeliverable due to repeated missed appointments or incorrect addresses may return to sender. Greygifts can re‑ship after:

• Verifying the address, and

• Covering or agreeing on any carrier return, storage, or re‑delivery fees (at cost).

Taxes, duties, and customs on returns (international)

For eligible returns from the covered countries, Greygifts:

• Prepares re‑import documents, and

• Can pay VAT/GST, duties, brokerage, and customs processing

…provided you use Greygifts’s return label and instructions.

If you choose an unapproved, self‑arranged courier:

• Responsibility for customs charges and any loss or damage shifts to the sender, and

• Processing may take longer or incur deductions if fees are due on arrival.

This approach matches our Shipping Policy, which aims to make both outbound and return customs handling as simple as possible for you.

Processing and shipping times reference

For context (see the Shipping Policy for details): Most orders prepare to ship in 1–2 business days (Mon–Fri; major U.S. public holidays excluded).

Typical post‑dispatch transit ranges are:

• 6–8 business days to the U.S. & Canada
• 7–9 business days to Europe & UK
• 9–10 business days to Australia

Tracking behavior, service types, and delivery expectations are explained in Greygifts’s Shipping Policy.

Regional compliance notices

EU/UK consumer rights:
Nothing in this policy limits statutory rights in the EU/UK (including any cooling‑off period for eligible non‑custom goods). Where local law provides a longer mandatory window or additional remedies, Greygifts will honor the greater protection.

Payment and currency:
All refunds and exchanges are calculated and issued in USD. Any currency conversion or FX differences shown by your card, bank, or PayPal are determined by that provider.

Need assistance?

Greygifts normally replies within 1–2 business days (Mon–Fri, local warehouse time).

For faster resolution, please include:

• Your order number

• Delivery address

• Clear photos or a short video (for damage or defect reports)

You can reach us through the site contact form or by email at support@greygifts.co.

Address: 885 Maria St, Memphis, TN 38122

Phone: +1(312) 736-8124

Email: support@greygifts.co

Support Time: Mon–Sun: 8:00 AM-5:00 PM CST