Refunds and Returns

Return Policy Duration: You, our valued customer, have the power to initiate a return request within 14 days of the package being delivered. This can be done by contacting our customer service team at support@thegraycrab.com. Your prompt action within this timeframe will ensure a smooth processing of your return.

Late Returns: Initiating return requests within the 14-day policy is crucial. Returns shipped after this period will be rejected. In such cases, the buyer will cover the costs associated with the return label and the shipping costs back to the original dispatch address.

Defective or Wrong Items: For defects and wrong shipped items, please contact The Gray Crab LLC.  by email to support@thegraycrab.com within seven days. It's important to include the order number and photographic evidence of the issue in your email. In any such cases, Gray Crab LLC. will provide the return label to have the defective/wrong item shipped back to us. 

Customer Dissatisfaction Returns: Returns due to dissatisfaction with the product will be accepted if the item is shipped back at the customer's expense and with an active tracking number. Please use reliable carriers such as UPS, DHL, or FedEx. Due to extended delivery times, we do not accept returns shipped via local Postal Services, and such packages will not be eligible for refunds.

Customs Charges:  If a customer's return includes customs charges, these must be paid before we can refund the returned item/s. To expedite the refund process, we recommend selecting the option for the sender to pay for all customs duties. Please note that the buyer is responsible for covering the costs of returning items with customs charges.

Return Conditions: All returns must be in perfect original condition, including any original attachments such as tags, boxes, or dust bags, along with the original packaging. We reserve the right to refuse returns if the products have been worn, washed, or have any traces of use. All returns must provide the receipt or proof of purchase.

Declined Returns: In the event of unaccepted or denied returns, the order will returned to the buyer, and they will bear any additional shipping charges.

Refund Process: Once the item is received and approved for return,  the refund will be initiated within five business days. Rest assured, approved refunds will refunded via bank transfer or the original form of payment. Please note that the time it takes for the refund to appear in your account may vary depending on your bank's processing times.

Orders placed, paid for and canceled before the package shipment are eligible for a refund minus transaction fees.

VAT Charges: Please note that, depending on the customer's shipping location, Value Added Tax (VAT) charges may be applicable and included in the final cost of the order.

Exchanges: If you would like to exchange an item, the recommended way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item. Please note that the customer will be responsible for returning the original item and the cost of the new item.

Exceptions / non-returnable items:  Certain items will not be eligible for returns, including perishable goods such as food, flowers, or plants, custom products such as special orders or personalized items, and personal care goods such as beauty products. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your item.

Unfortunately, we cannot accept returns on sale items or gift cards.