Return And Exchange Policy

At House of Gray, we believe that shopping online should be a seamless and enjoyable experience. We want you to feel confident and happy with every purchase you make with us.

If you need to request an exchange or report a damaged or defective item, please follow the guidelines outlined in our Return & Exchange Policy below.

This policy applies exclusively to purchases made through the House of Gray online store.

1. Online Purchases – Exchange Policy

If you wish to exchange an item purchased through our website, please follow these steps:

Step 1: Contact Us

Please contact the House of Gray Customer Care Team through:

• Email: [Your business email address]
• Instagram: [Your Instagram profile]

Kindly provide your order number, the item you wish to exchange, and the reason for your request.

All exchange requests must be submitted within 7 days of receiving your order.

Step 2: Exchange Approval & Collection

Once your request has been reviewed and approved, we will provide instructions on how to proceed with the exchange.

The item will need to be returned to House of Gray for inspection before an exchange can be confirmed.

Customers are responsible for ensuring that the item is securely packed to prevent damage during transit.

Step 3: Exchange Processing

Once the returned item has been received and inspected, we will notify you of the outcome.

If the exchange is approved, the replacement item will be arranged, subject to availability, and delivered to your address.

2. Exchange Conditions

To be eligible for an exchange:

• Exchange requests must be submitted within 7 days of delivery.
• Items must be unused, unworn, unwashed and in their original condition.
• All original brand tags and labels must remain attached.
• Items must not be damaged, soiled, altered or otherwise unsuitable for resale.
• Items must be returned securely packed to prevent damage during transit.
• All exchanges are subject to inspection and approval by House of Gray.

Items that do not meet these conditions may not be accepted for exchange.

3. Exchange for a Different Size or Product

Customers may request an exchange for a different size or an alternative product, subject to availability.

If the requested replacement item has a higher selling price than the original item, the customer will be required to pay the difference.

If the requested replacement item has a lower selling price, any balance will be handled in accordance with the applicable refund or exchange arrangements confirmed by House of Gray.

No exchange will be processed until the returned item has been received and approved.

4. Items Not Eligible for Exchange

For hygiene and product-specific reasons, certain items may not be eligible for exchange.

These may include:

• Bodysuits and other intimate or hygiene-sensitive garments.
• Items that have been worn, washed, altered or damaged after delivery.
• Items purchased during sale or promotional periods, unless the item is defective or otherwise eligible under applicable law.
• Items that do not meet the exchange conditions outlined in this policy.

Any product-specific exchange restrictions will be communicated where applicable.

5. Online Purchases – Damaged or Defective Items

At House of Gray, we take care to ensure that every order is prepared and delivered with care.

If you receive an item that is damaged or defective, please contact us within 3 days of receiving your order.

You may contact us through:

• Email: [Your business email address]
• Instagram: [Your Instagram profile]

Please include your order number, a description of the issue and clear photographs or videos showing the damage or defect.

Inspection & Approval

Once we receive your request, our team will review the details and advise you on the next steps.

The item may need to be returned to House of Gray for inspection to verify the reported damage or defect.

Customers are requested to ensure that the item is securely packed and returned with its original tags and labels, where applicable.

Resolution

If the reported damage or defect is confirmed, House of Gray will work with the customer to arrange an appropriate resolution.

Depending on the circumstances and applicable law, this may include:

• An exchange for the same item, subject to availability.
• An exchange for an alternative item.
• A refund where applicable.

Any price difference associated with an alternative item will be communicated before the exchange is processed.

6. Courier Charges for Returns & Exchanges

Courier charges associated with returns and exchanges will be communicated to the customer before the return or exchange is arranged.

Where an item is confirmed to be damaged or defective upon delivery, House of Gray will advise the customer regarding the applicable return and replacement delivery arrangements.

For exchanges requested due to size preferences or other customer-related reasons, the customer may be responsible for the applicable courier charges.

7. Refunds

House of Gray does not offer refunds for ordinary exchange requests unless otherwise confirmed.

However, where an item is confirmed to be damaged or defective, or where a refund is otherwise required under applicable law, the appropriate refund arrangement will be communicated to the customer.

Approved refunds will be processed using the applicable payment or refund procedure.

Refund processing times may vary depending on the payment method and financial institution.

8. Important Information

• All returned items are subject to inspection.
• An exchange request does not guarantee approval.
• Replacement items are subject to stock availability.
• Customers are responsible for ensuring that returned items are securely packed.
• House of Gray reserves the right to review each return or exchange request based on the circumstances and the conditions outlined in this policy.

Nothing in this policy is intended to exclude or limit any rights or remedies that customers may have under applicable law.

9. Contact Us

If you have any questions regarding our Return & Exchange Policy, please contact House of Gray through:

Email: [Your business email address]

Instagram: [Your Instagram profile]

We will be happy to assist you.

House of Gray

From dreams to reality, effortlessly yours.

1. Online Purchases – Exchange Policy

If you wish to exchange an item purchased through our website, please follow these steps:

Step 1: Contact Us

Please contact the House of Gray Customer Care Team through:

• Email: [Your business email address]
• Instagram: [Your Instagram profile]

Kindly provide your order number, the item you wish to exchange, and the reason for your request.

All exchange requests must be submitted within 7 days of receiving your order.

Step 2: Exchange Approval & Collection

Once your request has been reviewed and approved, we will provide instructions on how to proceed with the exchange.

The item will need to be returned to House of Gray for inspection before an exchange can be confirmed.

Customers are responsible for ensuring that the item is securely packed to prevent damage during transit.

Step 3: Exchange Processing

Once the returned item has been received and inspected, we will notify you of the outcome.

If the exchange is approved, the replacement item will be arranged, subject to availability, and delivered to your address.

2. Exchange Conditions

To be eligible for an exchange:

• Exchange requests must be submitted within 7 days of delivery.
• Items must be unused, unworn, unwashed and in their original condition.
• All original brand tags and labels must remain attached.
• Items must not be damaged, soiled, altered or otherwise unsuitable for resale.
• Items must be returned securely packed to prevent damage during transit.
• All exchanges are subject to inspection and approval by House of Gray.

Items that do not meet these conditions may not be accepted for exchange.

3. Exchange for a Different Size or Product

Customers may request an exchange for a different size or an alternative product, subject to availability.

If the requested replacement item has a higher selling price than the original item, the customer will be required to pay the difference.

If the requested replacement item has a lower selling price, any balance will be handled in accordance with the applicable refund or exchange arrangements confirmed by House of Gray.

No exchange will be processed until the returned item has been received and approved.

4. Items Not Eligible for Exchange

For hygiene and product-specific reasons, certain items may not be eligible for exchange.

These may include:

• Bodysuits and other intimate or hygiene-sensitive garments.
• Items that have been worn, washed, altered or damaged after delivery.
• Items purchased during sale or promotional periods, unless the item is defective or otherwise eligible under applicable law.
• Items that do not meet the exchange conditions outlined in this policy.

Any product-specific exchange restrictions will be communicated where applicable.

5. Online Purchases – Damaged or Defective Items

At House of Gray, we take care to ensure that every order is prepared and delivered with care.

If you receive an item that is damaged or defective, please contact us within 3 days of receiving your order.

You may contact us through:

• Email: [Your business email address]
• Instagram: [Your Instagram profile]

Please include your order number, a description of the issue and clear photographs or videos showing the damage or defect.

Inspection & Approval

Once we receive your request, our team will review the details and advise you on the next steps.

The item may need to be returned to House of Gray for inspection to verify the reported damage or defect.

Customers are requested to ensure that the item is securely packed and returned with its original tags and labels, where applicable.

Resolution

If the reported damage or defect is confirmed, House of Gray will work with the customer to arrange an appropriate resolution.

Depending on the circumstances and applicable law, this may include:

• An exchange for the same item, subject to availability.
• An exchange for an alternative item.
• A refund where applicable.

Any price difference associated with an alternative item will be communicated before the exchange is processed.

6. Courier Charges for Returns & Exchanges

Courier charges associated with returns and exchanges will be communicated to the customer before the return or exchange is arranged.

Where an item is confirmed to be damaged or defective upon delivery, House of Gray will advise the customer regarding the applicable return and replacement delivery arrangements.

For exchanges requested due to size preferences or other customer-related reasons, the customer may be responsible for the applicable courier charges.

7. Refunds

House of Gray does not offer refunds for ordinary exchange requests unless otherwise confirmed.

However, where an item is confirmed to be damaged or defective, or where a refund is otherwise required under applicable law, the appropriate refund arrangement will be communicated to the customer.

Approved refunds will be processed using the applicable payment or refund procedure.

Refund processing times may vary depending on the payment method and financial institution.

8. Important Information

• All returned items are subject to inspection.
• An exchange request does not guarantee approval.
• Replacement items are subject to stock availability.
• Customers are responsible for ensuring that returned items are securely packed.
• House of Gray reserves the right to review each return or exchange request based on the circumstances and the conditions outlined in this policy.

Nothing in this policy is intended to exclude or limit any rights or remedies that customers may have under applicable law.

9. Contact Us

If you have any questions regarding our Return & Exchange Policy, please contact House of Gray through:

Email: [Your business email address]

Instagram: [Your Instagram profile]

We will be happy to assist you.

House of Gray

From dreams to reality, effortlessly yours.

1. Exchange Eligibility

Exchange requests must be made within 7 days of receiving your order.

To be eligible for an exchange, items must be:

• Unworn, unused, and unwashed.
• In their original condition, with all original tags attached.
• Free from damage, stains, alterations, or signs of wear.

Items that do not meet these conditions may not be eligible for an exchange.

2. Product Inspection Before Dispatch

At House of Gray, every item is carefully and thoroughly inspected before it is packed and dispatched to ensure that it meets our quality standards.

We maintain records of each item dispatched, including the date and time of inspection and photographic references of the product in its condition before shipping. These records are retained for reference and may be used to verify the condition of an item in the event of a return, exchange, or reported issue.

Customers are encouraged to inspect their orders upon delivery and contact us promptly if they believe an item has arrived damaged, defective, or incorrect.

3. How to Request an Exchange

To request an exchange, please contact us through our official email or Instagram account and provide:

• Your order number.
• The item you wish to exchange.
• The reason for the exchange.
• Your preferred replacement size or item, where applicable.

Our team will review your request and provide instructions if the exchange is approved.

Items must be securely packed and returned as instructed. All returned items are subject to inspection before an exchange is processed.

4. Exchange Options

Approved exchanges may be made for:

• A different size of the same item, subject to availability.
• An alternative item, subject to availability.

If the replacement item is priced higher, the price difference must be paid by the customer.

If the replacement item is priced lower, our team will advise on the applicable arrangement.

5. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 3 days of receiving your order.

Please include:

• Your order number.
• A description of the issue.
• Clear photographs or videos showing the issue.

We will review the information provided, including our dispatch inspection records where relevant, and advise you on the next steps. Depending on the circumstances, a suitable resolution may include an exchange or refund, subject to applicable consumer protection laws.

6. Return and Exchange Shipping Costs

For exchanges requested due to size preference or personal choice, the customer may be responsible for the applicable courier charges.

If an item is reported as damaged, defective, or incorrect, we will review the issue and advise on the return or exchange shipping arrangements.

Any applicable courier charges will be communicated before the return or exchange is arranged.

7. Refunds

Ordinary exchanges are not eligible for refunds.

If an item is confirmed to be defective, damaged, or incorrect, a refund may be considered where applicable. All refunds and remedies are subject to the circumstances of the issue and applicable consumer protection laws.

8. Contact Us

For return or exchange requests, please contact House of Gray through our official email or Instagram account.

Email: [Insert business email]

Instagram: [Insert Instagram handle]

From dreams to reality, effortlessly yours.1. Exchange Eligibility

Exchange requests must be made within 7 days of receiving your order.

To be eligible for an exchange, items must be:

• Unworn, unused, and unwashed.
• In their original condition, with all original tags attached.
• Free from damage, stains, alterations, or signs of wear.

Items that do not meet these conditions may not be eligible for an exchange.

2. Product Inspection Before Dispatch

At House of Gray, every item is carefully and thoroughly inspected before it is packed and dispatched to ensure that it meets our quality standards.

We maintain records of each item dispatched, including the date and time of inspection and photographic references of the product in its condition before shipping. These records are retained for reference and may be used to verify the condition of an item in the event of a return, exchange, or reported issue.

Customers are encouraged to inspect their orders upon delivery and contact us promptly if they believe an item has arrived damaged, defective, or incorrect.

3. How to Request an Exchange

To request an exchange, please contact us through our official email or Instagram account and provide:

• Your order number.
• The item you wish to exchange.
• The reason for the exchange.
• Your preferred replacement size or item, where applicable.

Our team will review your request and provide instructions if the exchange is approved.

Items must be securely packed and returned as instructed. All returned items are subject to inspection before an exchange is processed.

4. Exchange Options

Approved exchanges may be made for:

• A different size of the same item, subject to availability.
• An alternative item, subject to availability.

If the replacement item is priced higher, the price difference must be paid by the customer.

If the replacement item is priced lower, our team will advise on the applicable arrangement.

5. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 3 days of receiving your order.

Please include:

• Your order number.
• A description of the issue.
• Clear photographs or videos showing the issue.

We will review the information provided, including our dispatch inspection records where relevant, and advise you on the next steps. Depending on the circumstances, a suitable resolution may include an exchange or refund, subject to applicable consumer protection laws.

6. Return and Exchange Shipping Costs

For exchanges requested due to size preference or personal choice, the customer may be responsible for the applicable courier charges.

If an item is reported as damaged, defective, or incorrect, we will review the issue and advise on the return or exchange shipping arrangements.

Any applicable courier charges will be communicated before the return or exchange is arranged.

7. Refunds

Ordinary exchanges are not eligible for refunds.

If an item is confirmed to be defective, damaged, or incorrect, a refund may be considered where applicable. All refunds and remedies are subject to the circumstances of the issue and applicable consumer protection laws.

8. Contact Us

For return or exchange requests, please contact House of Gray through our official email or Instagram account.

Email: [Insert business email]

Instagram: [Insert Instagram handle]

From dreams to reality, effortlessly yours.