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Shipping Policy
All orders placed through The Gray are fulfilled by independent partners.
- Delivery time may vary depending on the partner\'s operating hours, order volume, weather conditions, and delivery location.
- Estimated delivery time will be displayed during checkout whenever available.
- Customers are responsible for providing an accurate delivery address and contact number.
- Delivery charges, if applicable, will be shown before payment.
- Partners may refuse delivery to locations outside their service area.
- The Gray is not responsible for delays caused by natural disasters, strikes, road closures, or other events beyond reasonable control.
Refund Policy
Refund requests will be reviewed based on the partner\'s policy and The Gray Marketplace Guidelines.
A refund may be approved if:
- The wrong item was delivered.
- The product arrived damaged or defective.
- The ordered item was unavailable after payment.
- The order was cancelled before preparation or dispatch.
- The service booked could not be provided by the partner.
Refunds will not normally be issued for:
- Customer change of mind.
- Incorrect delivery information provided by the customer.
- Perishable food after successful delivery.
- Customized or personalized products.
- Products damaged after delivery due to customer handling.
Approved refunds will be processed to the original payment method or The Gray Wallet (when available).
Cancellation / Return / Exchange Policy
Customers may request cancellation before the partner begins preparing, packing, or dispatching the order.
Cancellation
- Orders cancelled before processing are eligible for a full refund.
- Orders already prepared, packed, or dispatched may not be cancelled.
- Service bookings are subject to the cancellation policy of the respective partner.
Return
Returns may be accepted only if:
- The wrong product was delivered.
- The item is damaged or defective.
- The delivered product significantly differs from its description.
Returns may not be accepted for:
- Fresh food and beverages.
- Perishable goods.
- Personal care and hygiene items.
- Customized or made-to-order products.
- Digital products or downloadable content.
Exchange
Products may be exchanged if:
- The wrong item was delivered.
- The product arrived damaged.
- The incorrect size, colour, or variant was supplied due to partner error.
Exchange requests are subject to stock availability. If a replacement is unavailable, a refund or store credit may be provided.
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