GRAY Policies
Contact Us
Business Hours:
Mon-Fri (11am - 6pm) – National Holidays are excluded
Phone:
+91-7439913955
Email:
care@thegrayuniverse.com
Terms and Conditions
Introduction
These Terms and Conditions ("Terms") govern your access to and use of GRAY's website and services. Please review them carefully before accessing or using our website. By accessing or using our website, you agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, you are not authorized to use our website. In these Terms, "we," "us," and "our" refer to GRAY, and "you" or "your" refers to you, the user of our website.
Changes to the agreement
We reserve the right to modify these Terms at any time, for any reason, by posting an updated version on our website. These changes will not affect any rights or obligations that arose prior to such modifications. Your continued use of the website after such modifications have been posted will be governed by the Terms in effect at the time of your use. We encourage you to periodically review these Terms for any changes. If you do not agree to the updated Terms, you may terminate your account or services by contacting us via email.
Payments, Cancellations, and Refund Policy
For any payment-related issues, please contact us via email at care@thegrayuniverse.com. Payments can be made in INR. All payment transactions are processed through secure payment gateway providers, and customers can purchase products through the Razorpay payment gateway. Upon successful payment, an official receipt will be sent by the payment gateway on behalf of GRAY via email, which can be used as a reference for future inquiries.
Billing
Billing information will be collected and processed securely through our payment gateway. You are responsible for ensuring the accuracy of your billing information.
Refund policy
Please refer to our Refund and Cancellation Policy for further details.
Customer Support
For any account-related or payment-related inquiries, please contact us using the "Contact Us" section of our website. We will make reasonable efforts to respond to customer support inquiries promptly, but we do not guarantee a specific response time or that all inquiries will be addressed.
Rights you grant us
By accepting these Terms and Conditions, you explicitly grant us permission to contact you via phone, SMS, or email using any medium deemed appropriate by GRAY. We may use your personal information to notify you about other products offered by us. However, we will not share or distribute your personal information with any third-party marketing database or disclose it to third parties, except as required by applicable law or on a case-by-case basis after verifying the third party.
Contact us
If you have any questions regarding GRAY, please reach out to us through the "Contact Us" section of our website.
Shipping
- We strive to process and dispatch all orders within 24-48 hours on regular business days.
- Kindly note that shipments are not sent out on Sundays or public holidays.
- While we aim to deliver as promptly as possible, please understand that delivery times are dependent on our courier partners and your location; orders are generally delivered in 5-15 days.
- Shipping, Cash on Delivery, and handling charges will be clearly displayed at checkout.
- We are unable to take responsibility for any damage that may occur after the goods have been delivered.
- If you notice any incorrect, shortage, or damage to your order, we kindly request that you report it to our customer service team on the same day or within 3 days of delivery.
- In some cases, depending on the items ordered, your order may be shipped in multiple shipments. However, please be aware that this may not apply to every order placed on the website.
Return Policy
At GRAY, we are committed to ensuring your satisfaction with our products, customer service, and overall shopping experience. However, if you are not completely satisfied with your purchase, we offer a return option under the terms outlined below (only):
Defective or completely different item delivered
If you receive a defective item or a completely different item, you must return it unused, in its original condition and packaging, along with the invoice. To initiate a return, you must report it with proper and clear images and videos (all angles of the product & its box) within 3 days of receiving the product by contacting us at 7439913955 or via email at care@thegrayuniverse.com.
For further information regarding the refund process, please refer to the "Refund Process" section below.
3 days return policy
For domestic orders (within India), if your product arrives damaged or defective or you receive a completely different item, you may return the item unused, in its original condition and packaging, along with the invoice, within 3 days of receiving the product. Upon confirmation, our courier partner will collect the product from the address provided and return it to us.
Return charges
Domestic Returns: For returns within India, there are no shipping charges for you. Our courier partner will collect the product from your address at no additional cost to you.
How to initiate the return process
- 01.Contact GRAY Customer Support within 3 days from the receipt of your order by calling at 7439913955 or emailing to care@thegrayuniverse.com.
- 02.Do not return the product until you have received a confirmation from GRAY with instructions.
- 03.The product must be returned in its original condition, unused, and unaltered.
- 04.Include the invoice inside the return package. Returns will not be processed without these items.
Note: Requests for returns will not be accepted after 3 days from the date of receipt.
Refund Process
Once we receive your returned product, we will inspect it to ensure it is unused, in its original packaging, with all tags and the invoice. If everything is in order, we will initiate the refund process.
Online Payments
The refund will be issued to the original payment method within 7-15 working days.
Cash On Delivery (COD)
the refund will be processed via NEFT (National Electronic Fund Transfer), and we will request you (the customer) to share the bank account details with us over email mentioning the order details.
Non-delivery due to customer unavailability
If our logistics partner is unable to deliver the product due to the customer’s unavailability, despite repeated attempts (3 times), we will issue a refund for prepaid orders. Please note, shipping costs (to and from), and any other expenses incurred by GRAY will be deducted from the refund amount.
Cancellation policy
Orders can be cancelled only before dispatch. Once the product is shipped, cancellations cannot be processed.