Returns & Repairs

General Information

It is not possible for us to assess goods via letter, email or phone communication. We will only be able to appraise a warranty claim for repair, replacement or credit after first hand examination of the item(s) concerned.

Please refer to the points below on how to return items for examination. The information details who to return the goods to, the information that should be included with the goods and the approximate timescale for action

Directly to us

If you are unable to return the item through your retailer you can return it to us directly. You will need to return the item with proof of purchase and details of why you are unable to make the return through your retailer.

If our examination reveals a material or manufacturing fault, we may be able to offer a free of charge or discounted replacement. Please note that we do not offer cash refunds for products or return postage. Please send to-

Grays International Returns and Repairs Dept
Station Road
Robertsbridge
East Sussex
TN32 5DH

Please include a covering letter detailing:

  • Your contact details and return delivery address
  • The reason for return
  • The age of the item
  • The approximate frequency/level of use
  • Any other information that may aid us when examining the item.
  • You will also need to detail where the item has been purchased from with proof (e.g. receipt, credit card statement, bank statement) and explanation of why it is not possible to return the item to your retailer.

Time Scale

This can vary depending on the type of item returned and the action we need to take, although you will normally receive contact from us explaining our examination and findings or a replacement/repaired item within 5-10 days of delivery to us.

We do not confirm receipt as part of our booking in process. This is so we can focus our efforts on speeding the matter to conclusion to minimise inconvenience. However, you are welcome to contact us to confirm delivery of the returned item. It may be worth considering using a tracked postage service so you can confirm the details with your courier.

Contact Us

If there is anything you are unsure about please do not hesitate to contact us by clicking the Contact Us button in the main menu at the top of the page.



 

Frequently Asked Questions (FAQs)

We have listed below some of the most frequently asked questions we receive regarding returns. I hope you find the answers helpful. If you can’t see the information relevant to your query please feel free to click the contact us icon on the homepage.

 

General Queries
Q Can I send/email some pictures for evaluation rather than returning the item?
A Although we may be able to make some general comments, we will not be able to make any conclusive offer of action without first hand examination of the item.

Q Do you loan equipment out while returned items are inspected?
A Logistically it is not possible for us to offer a nationwide equipment loan service. We work hard to ensure matters are resolved as quickly as possible to minimise inconvenience.

Postage and packing
Please approach your retailer before attempting to return your item directly to us. If you are unable to make the return through your retailer please click here for detailed information of how to make a return to us.

Q Do you have a collection service? 
A We only have a collection service available where the wrong goods have been sent or where the goods have been delivered to the wrong address.

Q Which postage service should I use? 
A We recommend using some kind of signed for delivery however it is best to approach your courier or the Post Office to find the right service to meet your requirements.

Q How should I pack the item up – can you send me some packaging? 
A We do not send packaging out for returns. In most cases old cardboard boxes are re-used and cut to fit round the product with bubble wrap to help pad/protect the item if necessary in transit.

Q I am not able to make the return through my retailer so will need to send it back to you directly, will you refund the postage?
A  We do not offer cash refunds for postage or products, however if we despatch a replacement, carry out a free of charge repair or return the original item, you will not be charged for the return postage.

Timescale and communication

Q Will you contact me on delivery of the item to report your findings?
A We try to process all returns as quickly as possible. We do not confirm receipt as part of the booking in process. This is so we can focus our attention on processing the return as quickly as possible.

Q Can you give me an exact turnaround time; I need a decision on a returned item quickly?
A If you have a specific date you need a returns matter to be resolved by, please include details with your returns information or communicate the details through your retailer. We will do our best to meet the target date but cannot guarantee specific time scales due to changeable factors that can influence the returns procedure. We are normally able to resolve returns matters within 5-10 days..

Refunds, Repairs, Replacements – courses of action

Q I would like a refund, not a replacement, is this possible?
A We only offer replacements (where fault is confirmed) and do not offer cash refunds. If you will only accept a cash refund you will need to pursue the matter with the party that sold you the product..

Q Can I upgrade to a different product and pay the difference?
A  This can be arranged in some cases (where fault is confirmed), please make it clear in the information you supply that you would like this option to be considered.

Q I will have to buy an alternative product to use while my return is evaluated, could I therefore have an alternative product of equal value instead of a like for like replacement? 
A As above, this can be arranged in some circumstances (as long as fault is confirmed) so please make it clear in the information you supply that you would like this option to be considered.