Return and Refund Policy

Last updated: 14 August 2026

At Grey Exim (“Grey Exim”, “we”, “us” or “our”), we want customers to shop with confidence and to clearly understand the conditions applicable to returns, exchanges, replacements, refunds and cancellations.

This Return, Refund & Cancellation Policy applies to eligible purchases made through www.greyexim.com.

Different conditions may apply to domestic and international orders. Please review this Policy carefully before placing an order.

1. Return and Exchange Window

Grey Exim accepts eligible returns and exchanges, including eligible change-of-mind, size, colour and variant-related requests, provided that the customer contacts us within 48 hours of delivery.

The return or exchange request must be raised using the contact details provided in this Policy.

Submitting a return or exchange request does not automatically guarantee approval. The request and returned product may be reviewed for eligibility.

2. Eligible Product Condition

To qualify for a return or exchange, an eligible product must generally:

  • be unused;
  • be unworn;
  • be unwashed;
  • be unaltered;
  • be free from stains, perfume, makeup or other marks;
  • not be damaged after delivery;
  • retain its original tags and labels;
  • include all original accessories, where applicable;
  • be in its original packaging where reasonably possible; and
  • remain in a condition suitable for resale.

Customers must contact Grey Exim before sending any product back.

Products sent without prior return authorization may not be accepted.

3. Change-of-Mind Returns

Grey Exim accepts eligible change-of-mind returns where a customer decides that they no longer wish to keep a product after delivery.

To qualify:

  • the return request must be raised within 48 hours of delivery;
  • the product must be eligible for return;
  • the product must satisfy the condition requirements in this Policy; and
  • the customer must follow the return instructions provided by Grey Exim.

For the first approved change-of-mind return relating to an eligible order, Grey Exim will arrange or bear the reasonable reverse-shipping cost, subject to courier serviceability.

The returned product will be inspected after it reaches our designated return location.

Any eligible refund will be processed only after the product has passed the applicable inspection.

4. Exchanges

Customers may request an exchange for an eligible product for reasons such as:

  • size;
  • colour;
  • design;
  • variant; or
  • another available product option.

Exchange requests must be raised within 48 hours of delivery.

The replacement product is subject to stock availability.

For the first approved exchange relating to an eligible order, Grey Exim will arrange or bear the reasonable reverse-shipping cost.

If the replacement product costs more than the original product, the customer may be required to pay the price difference.

If the replacement product costs less, any eligible difference may be adjusted or refunded as communicated by Grey Exim.

If the requested replacement is unavailable, Grey Exim may offer:

  • another available option;
  • another eligible product;
  • store credit where mutually agreed; or
  • an eligible refund.

5. Non-Returnable, Non-Refundable and Non-Exchangeable Products

Certain products may be specifically identified by Grey Exim as:

  • Non-Returnable;
  • Non-Refundable;
  • Non-Exchangeable;
  • Final Sale; or
  • with similar wording indicating restricted return eligibility.

Where such a restriction is clearly stated on the relevant product page, product description or before purchase, that product will not be eligible for:

  • change-of-mind returns;
  • preference-based returns;
  • size, colour, design or variant exchanges;
  • refunds solely because the customer no longer wants the product; or
  • any other voluntary return or exchange.

Customers should carefully review the applicable product description and return eligibility before placing an order.

A product's non-returnable, non-refundable or non-exchangeable status does not remove any remedy that may be available where the product is:

  • damaged;
  • defective;
  • incorrect;
  • materially different from the confirmed order; or
  • otherwise subject to a mandatory remedy under applicable law.

6. Damaged, Defective or Incorrect Products

If you receive a product that is:

  • damaged;
  • defective;
  • incorrect;
  • missing a material component; or
  • materially different from your confirmed order,

please contact Grey Exim within 48 hours of delivery.

We may request reasonable supporting information such as:

  • order number;
  • clear photographs of the product;
  • photographs of the outer and inner packaging;
  • photographs of the shipping label;
  • video evidence where reasonably necessary; or
  • other relevant information required to assess the issue.

After reviewing and verifying the claim, Grey Exim may provide an appropriate resolution, including:

  • replacement;
  • exchange;
  • refund; or
  • another reasonable remedy.

For an approved damaged, defective or incorrect-product claim, Grey Exim will arrange or bear the reasonable return-shipping cost.

7. Free Return Pickup on Approved Returns

Grey Exim currently provides free return pickup or bears reasonable reverse-shipping costs for approved eligible returns and exchanges, subject to this Policy.

This may include eligible:

  • change-of-mind returns;
  • size or variant exchanges;
  • damaged products;
  • defective products;
  • incorrect products; and
  • other approved return reasons.

For change-of-mind or preference-based requests, this benefit generally applies to the first approved return or exchange relating to the relevant order.

Where repeated preference-based returns or exchanges are requested for the same order, Grey Exim may review whether an additional logistics charge should apply before arranging another pickup.

Any such charge, where applicable, will be communicated before the additional return or exchange is processed.

This does not affect approved claims involving genuinely damaged, defective or incorrectly supplied products.

8. Return Pickup Process

Once a return is approved, Grey Exim may arrange a pickup through an available logistics provider.

The customer should:

  • keep the correct product ready for return;
  • pack the product securely;
  • include applicable tags and accessories;
  • provide an accurate pickup address;
  • make the package available for collection; and
  • follow any pickup instructions communicated by Grey Exim or the logistics provider.

Pickup availability may depend on courier serviceability.

Where a return pickup is not available, Grey Exim may provide an alternative approved return method.

9. Unauthorized Self-Shipping

Customers should not independently courier or ship a product back without prior authorization from Grey Exim unless instructed to do so.

If a customer independently incurs:

  • courier charges;
  • customs charges;
  • logistics charges; or
  • other return-related expenses

without prior approval, reimbursement is not guaranteed.

Please contact Grey Exim first so that we can provide the appropriate return instructions.

10. Failed Return Pickup

A return pickup may fail where:

  • the customer is unavailable;
  • the pickup address is incorrect or incomplete;
  • the parcel is not ready;
  • the wrong product is presented;
  • the customer refuses pickup; or
  • another operational issue prevents collection.

Where reasonably possible, Grey Exim may arrange another pickup attempt or provide alternative instructions.

Repeated failed pickups may delay the return, refund or exchange process.

11. Inspection of Returned Products

Returned products may be inspected after reaching our designated return location.

Inspection may include checking:

  • product identity;
  • original condition;
  • tags and labels;
  • accessories;
  • packaging;
  • signs of wear or use;
  • washing;
  • stains;
  • perfume or fragrance;
  • makeup marks;
  • alteration; and
  • damage.

A change-of-mind return or exchange may be rejected where the product does not meet the applicable eligibility requirements.

Nothing in this section limits any consumer right that cannot legally be restricted.

12. Refund Eligibility

A refund may be approved where:

  • an eligible change-of-mind return is accepted and passes inspection;
  • an approved damaged or defective-product claim qualifies for a refund;
  • an incorrect product was supplied;
  • an eligible order is cancelled;
  • Grey Exim cancels a prepaid order;
  • an approved international fault claim qualifies for a refund; or
  • a refund is otherwise required under applicable law.

The refundable amount will depend on the circumstances of the relevant order and the reason for the return.

13. Refund Method

For prepaid orders, an approved refund will generally be initiated to the original payment method, where technically available.

The time required for the refunded amount to reflect after initiation may depend on the:

  • payment gateway;
  • bank;
  • card issuer;
  • PayPal;
  • financial institution; or
  • other payment service provider.

Grey Exim does not control the processing times of third-party banks or payment providers after a refund has been successfully initiated.

14. Cash on Delivery Refunds

Where an approved refund relates to a Cash on Delivery (COD) order, the cash collected at delivery may not be capable of being reversed through the original payment channel.

Grey Exim may therefore request suitable refund information such as:

  • UPI details;
  • bank-account information; or
  • another supported refund destination.

Customers are responsible for providing accurate refund information.

Grey Exim will never ask for:

  • banking passwords;
  • card PINs; or
  • OTPs

for processing a refund.

15. Original Delivery, COD and Handling Charges

The cost of return shipping for an approved return is separate from the service charges originally paid when the order was placed.

Where a return is due solely to:

  • change of mind;
  • preference;
  • size choice; or
  • another reason not caused by Grey Exim,

the original:

  • delivery charge;
  • shipping charge;
  • COD-related charge;
  • handling charge; or
  • other service-related charge

may be non-refundable, subject to applicable law and any promotional terms disclosed at the time of purchase.

Where Grey Exim confirms that a defective, damaged or incorrect product was supplied, applicable charges will be handled as part of the approved resolution where appropriate.

16. Exchanges and Replacements

Approved exchanges and replacements are subject to product availability.

If the same product or variant is unavailable, Grey Exim may offer:

  • another size;
  • another colour;
  • another available variant;
  • another eligible product;
  • store credit where mutually agreed; or
  • an eligible refund.

Estimated replacement or exchange delivery times may vary depending on:

  • stock availability;
  • delivery location;
  • courier serviceability;
  • logistics conditions; and
  • other circumstances outside our reasonable control.

Our current estimated delivery time for approved domestic exchanges or replacements is generally 5–7 working days after the returned product has been received, inspected and approved.

This timeframe is an estimate and not a guaranteed delivery date.

INTERNATIONAL ORDERS

17. International Returns and Exchanges

All orders delivered outside India are generally considered final sale and are non-returnable and non-exchangeable, unless Grey Exim expressly states otherwise before purchase.

International customers should carefully review:

  • product descriptions;
  • sizes;
  • dimensions;
  • colours;
  • materials;
  • designs;
  • variants;
  • product images; and
  • other relevant specifications

before completing an order.

International orders are generally not eligible for:

  • change-of-mind returns;
  • preference-based returns;
  • size exchanges;
  • colour or design exchanges;
  • variant exchanges; or
  • returns because the customer no longer wants the product.

18. Damaged, Defective or Incorrect International Orders

The international no-return and no-exchange rule does not prevent Grey Exim from providing an appropriate remedy where an international order is confirmed to be:

  • damaged;
  • defective;
  • incorrect; or
  • materially different from the confirmed order.

The customer should contact Grey Exim within 48 hours of delivery and provide reasonable supporting information such as:

  • order number;
  • clear product photographs;
  • packaging photographs;
  • shipping-label photographs;
  • video evidence where reasonably necessary; and
  • other information required to verify the issue.

Depending on the circumstances, Grey Exim may provide:

  • a replacement;
  • a partial or full refund;
  • another reasonable remedy; or
  • return instructions where a physical return is necessary.

The appropriate resolution will depend on the facts of the particular case, applicable law and international logistics requirements.

19. International Return Shipping for Approved Fault Claims

Where Grey Exim specifically approves an international return because of a verified damaged, defective or incorrect product, we will provide appropriate return instructions.

If Grey Exim requires the product to be physically returned, Grey Exim will arrange or bear reasonable return-shipping costs as communicated for the approved case.

International customers should not independently send a return without prior authorization.

Unapproved courier, customs, brokerage or other logistics expenses may not be reimbursed.

20. International Replacement Timeline

Where Grey Exim approves a replacement for an international damaged, defective or incorrect-product claim, our current estimated replacement delivery timeframe is generally 12–15 working days after the claim has been verified and any required return process has been completed.

This is an estimate and not a guaranteed delivery date.

Actual delivery times may vary because of:

  • destination;
  • courier serviceability;
  • customs procedures;
  • product availability;
  • weather;
  • logistics disruption; or
  • other circumstances outside our reasonable control.

21. Order Cancellation by Customer

If you wish to cancel an order, please contact Grey Exim as soon as possible.

A cancellation request may be accepted if the order has not reached a stage where cancellation is no longer operationally possible.

Cancellation may no longer be possible once the order has been:

  • processed;
  • packed;
  • dispatched; or
  • handed over to the delivery provider.

Submitting a cancellation request does not guarantee cancellation.

Where cancellation of an eligible prepaid order is approved, the applicable refund will be processed according to this Policy and our Payment Policy.

22. Cancellation by Grey Exim

Grey Exim may cancel an order where reasonably necessary, including because of:

  • product unavailability;
  • payment failure;
  • payment-verification issues;
  • incorrect pricing;
  • listing or technical errors;
  • delivery-serviceability issues;
  • suspected fraud;
  • suspected unauthorized transactions;
  • materially incorrect customer information; or
  • circumstances outside our reasonable control.

Where Grey Exim cancels an eligible prepaid order after successful payment, the applicable amount will be refunded through the appropriate payment process.

23. Sale, Promotional and Discounted Products

Products purchased during a sale or using a discount are not automatically excluded from return eligibility unless the relevant product or offer is expressly identified before purchase as:

  • Final Sale;
  • Non-Returnable;
  • Non-Refundable; or
  • Non-Exchangeable.

Where such a restriction is displayed on the product page or product description, the stated restriction will apply to voluntary returns and exchanges.

For international orders, the international no-return and no-exchange rule will continue to apply unless Grey Exim expressly states otherwise.

Discounted pricing does not remove applicable remedies for genuine damaged, defective or incorrectly supplied products.

24. Return and Exchange Abuse

Grey Exim aims to provide a fair and customer-friendly return and exchange experience.

However, we may review, restrict or refuse requests where there is reasonable evidence of:

  • return fraud;
  • repeated or excessive misuse;
  • false damage claims;
  • product substitution;
  • deliberate product damage;
  • tampering;
  • returning a different product;
  • repeated unjustified failed pickups; or
  • other abusive conduct.

Repeated preference-based returns or exchanges may also be reviewed where they result in unreasonable logistics misuse.

Any restriction will be applied reasonably and will not be used to deny genuine damaged, defective or incorrect-product claims.

25. How to Raise a Return, Exchange or Refund Request

To raise an eligible return, exchange, replacement or refund request, please provide:

  • your full name;
  • order number;
  • registered email address or phone number;
  • product involved;
  • reason for the request; and
  • photographs or videos where applicable.

Contact:

Email: care@greyexim.com

Suggested subject:

Order Issue – [Your Order Number]

You may also use any customer-support option available through www.greyexim.com.

26. Consumer Rights

Nothing in this Policy is intended to exclude, restrict or override any mandatory consumer right or remedy available under applicable law.

Where any provision of this Policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

27. Relationship With Other Policies

This Return, Refund & Cancellation Policy should be read together with our:

  • Terms & Conditions
  • Payment Policy
  • Shipping Policy
  • Privacy Policy
  • Cookie Policy

These policies may contain additional information relevant to your purchase, payment, delivery, return or use of our Website.

28. Complaints and Dispute Resolution

If you have a complaint concerning a:

  • return;
  • refund;
  • exchange;
  • replacement;
  • cancellation; or
  • product issue,

please contact Grey Exim so that we can review the matter and attempt to provide an appropriate resolution.

Nothing in this Policy prevents a customer from using a complaint or dispute-resolution mechanism available under applicable law.

29. Changes to This Policy

Grey Exim may update this Policy from time to time to reflect changes in:

  • product categories;
  • product-level return eligibility;
  • return or exchange procedures;
  • logistics arrangements;
  • international shipping practices;
  • payment systems;
  • Website functionality;
  • business practices; or
  • applicable legal requirements.

Any revised version will be published on www.greyexim.com with an updated Last Updated date.

Changes will generally apply prospectively unless applicable law requires otherwise.

30. Contact Us

For questions relating to returns, refunds, exchanges, replacements or cancellations, please contact:

Grey Exim
Shop 105, Building B, Sicilia
Mota Varachha, Near Bhakti Nandan Circle
Surat – 394101
Gujarat, India

Email: care@greyexim.com
Website: www.greyexim.com

Contact Us

For questions, complaints or concerns regarding returns or refunds, your order or our Website, please contact:

Grey Exim
Shop 105, Building B, Sicilia
Mota Varachha, Near Bhakti Nandan Circle
Surat – 394101
Gujarat, India

Email
care@greyexim.com

Website
www.greyexim.com