RETURN AND EXCHANGE POLICY
GrayPorter wants to make sure that you are completely satisfied. If you have purchased a new product and are not pleased with your selection, we aim to make returns simple and transparent. This policy applies to customers in the United States, and does not affect your statutory consumer rights under applicable state law.
30-Day Free Returns
You may return or exchange complete, new products within 30 days of receipt of the product.
Products must be new, unused, uninstalled, and returned in original boxed condition. Products that do not meet these requirements may be refused or subject to a restocking fee where permitted by law.
Restocking fees will not be charged where prohibited by law or for unopened products where required by applicable state regulations.
Defective products are handled separately as described below.
Warranty Coverage
Every product sold by GrayPorter includes a free 2-Year GrayPorter Warranty, and optional Extended Warranty coverage is available at checkout, taking total coverage to up to 4 years. For full warranty details, please refer to our Warranty Policy.
Important Details and Exclusions
Refund or exchange option:
If your product is new and eligible for return, you may choose either a refund or an exchange.
Refund method:
Refunds are issued to the original form of payment used for the purchase. This cannot be changed.
Condition of returned products:
Products must be new, unused, and in resaleable condition. Returns that do not meet these requirements may be refused or subject to a restocking fee where legally permitted.
Examples of conditions that may lead to refused returns or a restocking fee include:
- Any signs of use, wear, or installation, including scratches, markings, screw holes, or residue.
- Manufacturer tags, seals, stickers, or labels removed or tampered with.
- Missing parts, accessories, manuals, or damaged or altered packaging.
- A different serial number (where applicable) than the one shipped by GrayPorter.
- Physical damage caused by drops, liquid exposure, mishandling, or improper return packaging.
- Products returned that were damaged due to inadequate packaging.
Bonus products, promotional bundles, free accessories, loyalty rewards, gift cards, or similar items included with the original purchase must also be returned. If such items are not returned, their full individual retail value may be deducted from any refund where permitted by law.
Defective Products
Defective products reported within the return period are eligible for an exchange for the same product.
If the product is discontinued or unavailable, GrayPorter may offer a replacement, repair, refund, or store credit, depending on availability.
After the return period, defective products are covered under your 2-Year GrayPorter Warranty (or your Extended Warranty, where purchased). For details, please see our Warranty Policy.
Products returned as defective but missing original packaging, accessories, or promotional items will be exchanged only for the items received. If an exchange is not possible, the product may be sent for warranty repair.
No restocking fees or return shipping charges will apply to confirmed defective products.
Damaged Product and/or Shipping Box
You must notify GrayPorter of any damage that occurred during shipment within 3 business days of delivery.
Please retain all original packaging and provide photographs if requested. If the box is damaged upon receipt, please report it to the driver, reject the delivery, and notify us immediately at customerservice@grayporter.com with your order and tracking numbers.
We cannot accept returns for shipping damage if you do not:
a) Notify the FedEx/UPS driver of the damage upon delivery; and
b) Notify us of the issue within 3 working days of the delivery date.
When Will I Get My Refund or Replacement?
Once we receive your returned product, we normally process refunds or exchanges within three (3) business days. Some products may require additional testing or inspection.
You will receive an email confirmation when your return is received, followed by a second email once processing is complete.
Return Shipping Costs
Customers in the USA enjoy free return shipping, unless otherwise stated.
Missing a Package or Never Received Your Order?
If tracking information shows that your package was delivered but you cannot locate it, please complete the following steps within 36 hours of the stated delivery time:
- Verify the shipping address on your order.
- Check for delivery notices.
- Inspect the delivery location.
- Ask neighbors, building staff, or colleagues.
- Check all locations where mail or packages are typically received.
If you are still unable to locate your package after completing these steps, please contact us at customerservice@grayporter.com with your order number and we will investigate.
Contact
Email: customerservice@grayporter.com Tel: +1-800-774-3967 Hours: Monday–Friday, 4:00 AM – 9:00 PM PST
Last updated: August 2026
