Return & Refund Policy
RETURN & REFUND POLICY Last updated: 02/03/2026
Our Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it – unworn or unused, with tags attached, and in its original packaging. You will also need to provide your receipt or proof of purchase.
How to Start a Return
To start a return, please contact us at info@gray-sydney.com. If your return is accepted, we will send you instructions on how and where to send your package. All approved returns must be sent to our Australian warehouse at the following address:
89 Hillview Road, North Kellyville NSW 2155, Australia
Items sent back to us without first requesting a return will not be accepted.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, unless the item is faulty, damaged, or incorrect. We recommend using a tracked shipping service via Australia Post for your return, as we cannot be held responsible for items lost in transit.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and make it right as quickly as possible. In cases of faulty, damaged, or incorrect items, return shipping costs will be covered by Gray Sydney.
Exceptions – Non-Returnable Items
The following items cannot be returned:
- Sale items and gift cards
- Personalised or custom-made items
- Items that have been worn, washed, or damaged after delivery
Please get in touch if you have any questions about whether your specific item is eligible for return.
Exchanges
The fastest way to get the item you want is to return the item you have and, once the return is accepted, place a new order separately.
Australian Consumer Law
Under the Australian Consumer Law (ACL), you are entitled to a replacement, repair, or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These rights cannot be excluded, restricted, or modified.
If you believe your item has a major failure, please contact us at info@gray-sydney.com and we will assess your claim and respond within 2 business days.
Refunds
Once we have received and inspected your return, we will notify you of whether your refund has been approved. If approved, your refund will be processed automatically to your original payment method within 5 business days. Please allow additional time for your bank or credit card provider to post the refund.
If more than 10 business days have passed since your return was approved and you have not received your refund, please contact us at info@gray-sydney.com.
Contact Information
Store name: Gray Sydney
Company name: Rocket Enterprise Limited
Company Address: 28 Ferry Street, Unit 1005, 10F Boss Commercial Centre, Yau Ma Tei, Kowloon, Hong Kong
Warehouse Address: 89 Hillview Road, North Kellyville NSW 2155, Australia
Company number: 71670123
Email: info@gray-sydney.com
Phone number: +61 480 008 379
Customer service hours
Monday to Sunday: 9am–6pm AEST/AEDT (Sydney time)
For any questions, please visit our Contact page.
We aim to respond to your inquiries within 24 hours.