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| Returns Policy - Online Auctions |
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The Returns Policy differs depending on whether the Online Auction is a "Delivery Online Auction" or
"Pickup Online Auction".
Delivery Online Auction
A Delivery Online Auction is an online auction where GraysOnline will undertake to deliver the product(s) to the purchaser's delivery address, and this information will be clearly displayed in the Sale Overview and/or Lot Description.
Notwithstanding those exceptions outlined in the Special Notes below, for product(s) sold in a Delivery Online Auction, you may only return an item under the following circumstances.
(a) The goods have been misdescribed
(b) The goods have been damaged in transit
(c) The goods are "Dead on Arrival" and are not repairable under warranty
Please note that the right to return items expires 5 days after delivery of the item to you.
Please note that if the product is sold with a manufacturer's warranty you must contact the manufacturer who supplied that warranty for repair/replacement to any damaged or faulty goods. GraysOnline does not offer returns/refunds for product(s) sold with a manufacturer's warranty.
The Bidders Agreement sets out the detailed terms and conditions of Returns/Refunds.
The procedure for returning an item you have purchased at an Online Auction is as follows.
(a) If you wish to return an item, you must e-mail our customer service team with full details of your purchase and the reason for return of the item. It is easiest if you simply reply to the Winner's email you received for the lot you wish to return, including details of the reason for the return.
(b) We will e-mail you a Returns Advice Form which must be returned with the item. Note that returns will not be offered unless the reason for return falls into one of the three categories listed above.
(c) You must advise us when the item is ready for collection but this must be within 5 days from us mailing you the Returns Advice Form. If upon the expiry of 5 days from us emailing you the Returns Advice Form we do not hear from you or receive the returned item from you, you shall be deemed to have forfeited your right to return the item and shall therefore have no further right to return the item to us, or to claim a refund
(d) We will arrange for the item to be collected from you.
(e) Within the first 10 working days of receipt by us of a returned item, the item will be inspected and tested to determine its condition and, if the item is found to be in good working order and your claim is found to be invalid, it will be returned to you and you will be charged all freight charges incurred by us in relation to the return and re-return of the goods, and in taking these steps you hereby authorise to charge your credit card with any expenses incurred by us.
(f) If, upon receipt of the returned item and determination by us that the item is faulty/ damaged/ incorrectly described, we will, within 21 days refund the credit card you used to make the original purchase, or issue you with a cheque for the original invoice price.
(g) If goods are returned to GraysOnline they must be in their original packaging and include all accessories, manuals etc if applicable. Failure to return the goods in this manner will result in a denial of refund.
Special Notes (Wine)
We endeavour to only auction wine from major wine companies, distributors or retailers. However we cannot readily determine how well the goods have been cellared prior to their consignment to GraysOnline. Bottles are described as accurately as possible, and all buyers must allow for possible variations of ullage and condition of corks and labels.
All wine and alcohol is purchased on an "as is, where is" basis and buyers should be aware that claims for returns/refunds for spoilage, "corked" wine or any other variations in tastes and colour will not be accepted.
Pick-Up Online Auction
A Pick-Up Online Auction is an online auction where the responsibility of decommissioning and/or packaging and/or removal and transportation of the goods is the sole responsibility of the purchaser. GraysOnline do not offer delivery services for these Auctions, and the Sale Overview and/or Lot Description will clearly state "This Auction is Pick-up Only".
Goods may not be returned where inspection of the goods is available at the time of pick-up (and in such circumstances inspection is highly recommended). In these instances all items are sold and collected on an "as-is, where-is-basis".
Click here to read the complete Bidders Agreement.
Returns Policy
Click here to go to our GraysOnline Help Centre for information on returns.
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