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Return, Cancellation &
Refund Policy

At Grayline, we take utmost care in everything we do - because you deserve the best. In the rare event that you receive a wrong item, a product with a manufacturing defect, or something that arrived damaged, simply raise a return request via your account. We’ll arrange the pick-up and send a replacement your way.

Returns

  • Return window: Within 2 days of receiving your order.

  • How to request: Log in (or sign up with the email used to place the order) and raise a return from your account dashboard. Note: We do not accept return requests via email, social media, or phone.

  • Pickup: We offer one free return pickup per order. Beyond that, returns won’t be accepted.

  • Tampered package? Refuse the delivery and email us at grayline.jewellery@gmail.com with your Order ID.

  • Changed your mind? No problem - initiate a return within the window and we’ll arrange pickup.

  • Orders under Buy X Get Y or Buy 2 Get 1 offer must be returned in full. Partial returns are not eligible.

Return Conditions & Guidelines

To ensure a smooth experience:

  • An unboxing video is mandatory for claims related to damage, missing, or wrong products.

  • Keep the original packaging and return all items, including any free gifts.

  • Missed the pickup? You’ll need to self-ship the product.

  • Always take a pickup receipt (physical or SMS) when handing over the return package.

  • If you fail to ship back the product in time after raising a return request, the refund will no longer be applicable.

Not Eligible for Return

  • Used, damaged, or altered items.

  • Items returned after 2 days of delivery.

  • Customized items and gift boxes.

  • Missing or invalid unboxing video evidence (in case of claims).

  • Items from Buy X Get Y or similar offers were returned partially.

Refunds

  • Prepaid orders: Refunded to the original payment method within 5–7 business days after we receive and inspect the product.

  • COD orders: Refunded via bank transfer. You’ll be asked for your bank details when you make your return request.

  • Partial returns: The refund amount will be recalculated based on any discounts applied to the items you keep.

Exchange Policy

We currently do not offer exchanges on online orders, but we’re working on making this available soon!

Cancellation Policy

Cancellations are allowed only before the order is shipped. If it's already out for delivery, simply refuse the package when it arrives. For any help, drop us a message at grayline.jewellery@gmail.com - we’ll make sure you're taken care of 💛

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