- Article published at:
- Article author: Grant Stephenson
At Grayson Luxury, we understand that selecting the perfect piece for your home is a significant decision. While we are confident in the quality and design of our products, we also recognize that circumstances may arise where a return is necessary. Our goal is to make this process as clear and effortless as possible. This comprehensive guide will walk you through our policies and procedures, ensuring you have all the information you need to proceed with confidence.

Your Pre-Purchase Return Checklist
To help ensure a seamless experience, we strongly encourage all customers to read our Return Policy before placing an order. This document is a valuable resource, providing all the essential information you need in the event that a return becomes necessary. It outlines the specific requirements, including the timing and condition of the item, as well as any fees that may apply. Familiarizing yourself with these details from the outset will empower you to make an informed purchase. For a full review of our guidelines, please click the Return Policy link available on our website.
A Breakdown of Refunds and Charges
Our commitment to our customers includes being completely transparent about our return and refund process. All of our policies are clearly detailed in our website's terms and conditions, on each item's product listing, and within the order confirmation email. As stated, an order cancellation made more than 24 hours after the time of purchase is subject to a 35% restocking fee. This fee, along with roundtrip shipping and delivery charges, is necessary to cover the costs associated with the logistics and handling of the item.
Please note that for any orders that were shipped with a "free shipping" promotion, the actual shipping costs will be deducted from your refund amount. This ensures that the costs associated with transporting the item are fairly accounted for.
Return requests must be submitted within 7 days of the delivery or pick-up date. The item must be in its original, unused condition and remain in its original packaging. Once the item has been returned to our warehouse and has undergone inspection by our receiving team, a refund will be issued. Any damage found during the inspection will result in a deduction from the final refund amount.

When to File a Claim: Damages & Errors
It is crucial to differentiate between a general return and a claim for a damaged or incorrect item. A general return is for instances where you have simply changed your mind. However, if your item was delivered in a damaged state or if you received the wrong product, the proper course of action is to File a Claim.
Filing a claim is a separate process from a standard return authorization, as it allows us to address the specific issue of a product defect or shipping error. To expedite the claims process, please be sure to gather all necessary evidence, such as photographs or videos of the issue. This documentation is essential for a prompt and effective resolution.
Accessing Our Store Policy
For information on all our other store policies, please refer to the footer section of our website. You will find comprehensive details regarding our privacy policy, terms of service, and other important information designed to provide a complete understanding of our business practices.
Get In Touch: We're Here to Help
If at any point you have questions or feel uncertain about the process, our customer service team is ready to assist you.
Call or Text Us: (323) 621-3321
Customer Service Hours: Mon - Sun: 7:00 AM - 5 PM PST
Email: support@graysonluxury.com
For updates or follow-ups on an existing return or claim, you can use any of the contact methods above to get in touch with our team.
Conclusion
In the world of online shopping, it's easy to focus solely on finding the perfect product. However, a crucial part of being a savvy consumer is understanding the policies of the stores you shop from. Taking the time to read and understand a store’s return, refund, and damage policies before you buy can save you from unexpected costs and complications down the road. This knowledge gives you peace of mind and ensures that, should a situation arise, you are prepared and know exactly how to handle it, leading to a much more satisfying and secure shopping experience.
Frequently Ask Question/s (FAQs)
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Is it possible to return an item after the 7-day period? All return requests must be received within 7 days of the delivery or pick-up date to be eligible for a refund.
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Am I responsible for the cost of return shipping? Yes, roundtrip shipping and delivery costs are deducted from the refund. This includes the real value of shipping for any orders with "free shipping.
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What if I have discarded the original packaging? Items must be returned in their original condition and packaging to be accepted.
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How long does it take for my refund to be processed? The refund is issued after the returned item has been received and inspected at our warehouse. The time it takes for the funds to appear in your account may vary depending on your bank or payment provider.
