Return & Refund Policy

Thank you for shopping with www.earthgray.com.

Complaints

We take complaint and feedback very seriously. Any complaints or request for refund must be made within 24 hours upon receiving the products. We're here to help. We will resolve all requests for refund within 7 business days of receiving the request.   

Returns

We accept return/exchange under reasonable circumstances, such as products fail to meet our commitment to quality, wrong items delivered or bottle damage during shipment. Please contact us immediately within 24 hours when receiving your order.

While all orders are carefully packed before shipping, therefore we do not practice a returns + exchange policy for the below reasons:

• Change of mind
• Returning or exchanging a gift
• Wear and tear of packaging throughout the delivery process

To be eligible for a return, your item must be returned in their original condition and packaging. Your item needs to have the proof of purchase from our website. 

Once return/exchange has been approved, you are required to ship back the item to our dedicated address within 7 business days using a trackable shipping service. Please retain the postage receipt and tracking number as proof of return, and notify us.

Return Shipping

Costs for shipping back to us are to be borne by you. If you receive a refund, the cost of return shipping will be deducted from your refund. 

The maximum refund offered is the value of the product.

Damaged item during shipment

Customer is responsible to check the product immediately after receiving. Customer should immediately contact us via messenger or WhatsApp us at +60172181511 or email us at [email protected] if the product is found damage upon receiving.

We will provide a refund in a form of gift voucher/product replacement as soon as possible after inspection and investigation.

Other

If you have any questions on how to return your item to us, please contact us via messenger or WhatApp us at +60172181511 or email us at [email protected].