Warranty Policy
All of Gray's clothing and equipment is guaranteed to perform and is covered by a warranty to the original owner against any manufacturing defects.
Should the fabric, materials or construction of your Grays product ever let you down, we commit to repair or replace your purchase at our discretion. This excludes reasonable wear and tear from normal use of the product, as well as any damage due to improper use, alterations or modifications or an accident.
What does Reasonable Wear and Tear Mean?
Reasonable wear and tear refer to the unavoidable deterioration of a garment or product resulting from normal use by the owner. This does not refer to a time period that is indefinite or the actual lifespan of the owner.
The manner in which the product is used directly impacts the usual and customary wearable/usable life of the product, as materials will deteriorate and fade over time and moving parts will also wear and tear, as can naturally be expected.
Damage that is not covered by our warranty can potentially be repaired at our Service Center in Cape Town for a nominal fee and return shipping costs. Please see the Returns & Refunds policy page for more information on manufacturing defects.
What does Practical Product Lifespan mean?
The "Practical Product Lifespan" refers to the usual and customary wearable life of the product. The Practical Product Lifespan does not mean for your lifetime or means a time period that is indefinite. The manner in which the product is used directly impacts the usual and customary wearable life of the product, as materials will deteriorate and fade over time and moving parts will also wear and tear.
How to send us your product for repair
Contact us to submit your repair
Please contact us here and select "repair" from the Query Type menu. One of our Service Centre agents will respond to your request as soon as possible.
Products both in and out of warranty can be sent to the service centre for repair. If your product is under warranty, please send us a copy of your proof of purchase for validation reasons. If your product is out of warranty, then the service centre agent will send you a quotation for the repair of the item via email.
Ship your item to us
If you plan to use a courier to send the product to us, please package it carefully in bubble wrap in a sturdy box. Please also include the following information in your parcel:
- Full name
- Contact details
- Return address
- Information about the damage to the item being sent
Delivery address for repairs
Attention: Grays Service Center
15 Induland Avenue
Lansdowne
7780