Returns & Exchanges
We accept returns within 30 days of delivery. Items must be in new, unused condition with all original packaging. Refunds normally follow within 3 business days of it reaching us.
4.7 out of 5Last updated November 2026The process
How a return works
- 01
Email us first
Write to customerservice@grayporter.com with your order number and what’s wrong. Don’t ship anything back before you hear from us.
- 02
Choose refund or exchange
If your return is eligible, or the item is faulty and reported in time, you pick. Refunds return to the original form of payment, that can’t be changed.
- 03
Pack it as it arrived
Original boxed condition, with every accessory, manual, tag and free bonus item included. Inadequate return packaging can void the return.
- 04
Ship it back free
Return shipping is on us, in both the US and the UK. We’ll confirm by email the moment it reaches us.
- 05
We inspect and process
Normally within three business days of arrival. Some products need extra testing; a second email confirms when processing is complete.
Condition
What makes a return eligible
Accepted
Not accepted
Accepted
Not accepted
Defective products
If it arrives faulty, no fee, no postage.
No restocking fees and no return shipping charges apply to confirmed defective products, within 3 business days of delivery or under warranty afterwards.
Warranty policy- Within 3 business days of delivery
- Refund or exchange for the same product, your choice.
- If it’s discontinued
- We may offer a replacement, repair, refund or store credit, depending on availability.
- After 3 business days
- Covered by your 2-year GrayPorter warranty, or your extended warranty where purchased.
- Returned without its box or accessories
- Exchanged only for the items received. If an exchange isn’t possible, the product goes for warranty repair.
Shipping damage
Damaged product or shipping box
Tell us about any damage within 3 business days of delivery, including damage you only find after you open the box. Keep all original packaging and send photographs if we ask for them.
At the door
Report it to the driver
If the box is damaged when it arrives, tell the FedEx or UPS driver, reject the delivery, and email us immediately with your order and tracking numbers.
Within 3 business days
Notify us in writing
customerservice@grayporter.com. Report any damage within 3 business days of delivery, including damage you find after you open the box. If the box was damaged at the door, tell us what the driver noted.
- Phone
- +1-800-774-3967
- Hours
- US: 4am to 9pm PST Monday-Friday
- Have ready
- Order number, tracking number, photos of the box and the product.
Reporting a damaged parcel
Lost parcels
Tracking says delivered, but nothing arrived
Work through these five checks within 36 hours of the stated delivery time. If the parcel still hasn’t turned up, email us your order number and we’ll investigate.
- 01Verify the shipping address on your order
- 02Check for delivery notices
- 03Inspect the delivery location
- 04Ask neighbors, building staff or colleagues
- 05Check everywhere mail is usually received
FAQ
Returns questions we get most
Do I pay return shipping?
No, return shipping is free on any return made within 30 days, including a change of mind.
Can I return a used camera?
No. A used camera can’t be returned, but an item you’ve opened and not used can, with its original packaging and every accessory.
What if I lost the box?
Tell us before you ship. Missing original packaging can reduce the refund, and we’ll say by how much up front.
Is a return the same as a claim?
No. You can return a new, unused item within 30 days. Report a fault within 3 business days of delivery. After that, a fault is a warranty claim, and that runs for two years.
Full terms
The fine print, unhidden
- Authorization first
- Email customer service before shipping anything back. Unannounced parcels can’t be matched to an order and may be refused.
- Condition on arrival
- Every return is inspected. Where a product isn’t in resaleable condition, it may be refused or carry a restocking fee where legally permitted.
- Scope
- This policy applies to customers in the United States and does not affect your statutory consumer rights under applicable state law.
- Contact
- email us @ customerservice@grayporter.com · +1-800-774-3967 · US: 4am to 9pm PST Monday-Friday