GraysOnline New Zealand Return Policy

The Returns Policy differs depending on whether the Online Auction is a "Delivery Online Auction" or "Pickup Online Auction". Nothing in this policy is intended to limit or exclude any liability on or part where and to the extent that applicable law (for example, the Consumer Guarantees Act 1993 or the Fair Trading Act 1986) prohibits such exclusion or limitation. 

Please remember that GraysOnline acts on behalf of various vendors and endeavours at all times to uphold such vendors to their obligations at law. GraysOnline requests that the timeframes in the following policy be adhered to so that GraysOnline may assist with any returns and/or refunds claims prior to distributing sales proceeds to such vendors. If the timeframes are not adhered to GraysOnline will assist you to contact the vendor directly to pursue any returns and/or refunds claims. As stated above, the timeframes do not affect your rights under the Consumer Guarantees Act 1993. 

This policy forms part of the Bidders Agreement which sets out additional terms and conditions of Returns/Refunds at clause 5.2.

Delivery Online Auction
A Delivery Online Auction is an online auction where GraysOnline will undertake to deliver the product(s) to the purchaser’s delivery address, and this information will be clearly displayed in the Sale Overview and/or Lot Description.

Notwithstanding those exceptions outlined in the Special Notes below, for product(s) sold in a Delivery Online Auction, you may only return an item under the following circumstances.

(a) The goods have been misdescribed in writing on the Site (excluding any descriptions of retail price guidelines or representations in photographs);
(b) The goods have been damaged in transit;
(c) The goods are "Dead on Arrival" and are not repairable under warranty

Please contact us within 15 days after delivery of the item to you with the information specified below under the heading “e-mailing us”.

Please note that if the product is sold with a manufacturer’s warranty we request that you contact the manufacturer who supplied that warranty for repair/replacement in the first instance.

This policy forms part of the Bidders Agreement  which sets out additional terms and conditions of Returns/Refunds at clause 5.2.

The procedure for returning an item you have purchased at a Delivery Online Auction is as follows:

(a) If you wish to return an item, please e-mail our customer service team within 15 days of delivery with full details of your purchase and the reason for return of the item. It is easiest if you simply reply to the Winner’s email you received for the lot you wish to return, including details of the reason for the return.

(b) We will e-mail you a Returns Advice Form which must be returned with the item. Note that returns will be offered if the reason for return falls into one of the three categories listed above.

(c) You must advise us when the item is ready for collection; this should be within 5 days from us mailing you the Returns Advice Form. If upon the expiry of 5 days from us emailing you the Returns Advice Form we do not hear from you or receive the returned item from you, we may consider that you have decided to forfeit your right to return the item and therefore no longer wish to return the item to us, or to claim a refund and we will accordingly distribute sales proceeds to the relevant vendor(s).

(d) We will arrange for the item to be collected from you.

(e) Within the first 10 working days of receipt by us of a returned item, the item will be inspected and tested to determine its condition and, if the item is found to be in good working order and your claim is found to be invalid, it will be returned to you and you may be charged all freight charges incurred by us in relation to the return and re-return of the goods, and in taking these steps you hereby authorise GraysOnline to charge your credit card with any expenses incurred by us.

(f) If, upon receipt of the returned item and determination by us that the item is faulty/ damaged/ incorrectly described, we will, within 21 days refund the credit card you used to make the original purchase.

(g) If goods are returned to GraysOnline they must be in their original packaging and include all accessories, manuals etc if applicable. Failure to return the goods in this manner may result in a denial of refund.

Pick-Up Online Auction 
A Pick-Up Online Auction is an online auction where the responsibility of decommissioning and/or packaging and/or removal and transportation of the goods is the sole responsibility of the purchaser. GraysOnline do not offer delivery services for these Auctions, and the Sale Overview and/or Lot Description will clearly state "This Auction is Pick-up Only".

Notwithstanding those exceptions outlined in the Special Notes below, for product(s) sold in a Pick-Up Online Auction, you must inspect the goods at the time of pick-up and advise us if you consider one or more of the following circumstances apply:

(a) The goods have been mis-described in writing on the Site (excluding any descriptions of retail price guidelines or representations in photographs);
(b) The goods have been damaged;
(c) The goods are "Dead on Arrival" and are not repairable under warranty.

If you do not advise us at the time of pick-up that you consider one or more of the above circumstances apply, we may consider that you do not intend to return the item to us, or to claim a refund and we will accordingly distribute sales proceeds to the relevant vendor(s).

If you later believe that you have a valid refund and/or return claim then you must contact our Customer Services team. As delivery was not included with your purchase of the goods, you will need to arrange any delivery associated with a refund and/or return claim.

Please note that if the product is sold with a manufacturer’s warranty we request that you contact the manufacturer who supplied that warranty for repair/replacement in the first instance.

Special Notes (Wine) 
We endeavour to only auction wine from major wine companies, distributors or retailers. However, we cannot readily determine how well the goods have been cellared prior to their consignment to GraysOnline. Bottles are described as accurately as possible. However, all buyers must allow for possible variations of ullage, condition of corks and labels, and other variations in taste and colour. GraysOnline makes no representations in this regard.

e-mailing us
Contact our Customer Service team by emailing:  customerservice@grays.co.nz

Please be sure to include the following information to speed along the process: 

1. Full Customer Name
2. Login
3. Invoice Number
4. Item Number (Lot) and Description
5. Reason for Return
6. Daytime Telephone Number (include area code)

Alternatively it is easiest if you simply reply to the Winner’s email you received for the lot you wish to return, including details of the reason for the return.
 

 

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