Refund policy

This Refunds, Returns & Exchanges Policy explains how we handle returns, refunds, exchanges, and cancellations for purchases made from Willis & Gray. By placing an order with us, you agree to the terms set out below.

1. Returns at a Glance

To ensure full transparency, here is a quick overview of our return conditions:

  • Return Window: 30 days from the date of delivery.

  • Return Method: By Mail.

  • Item Condition: New (Unused and in original packaging).

  • Restocking Fee: No cost ($0.00).

  • Return Reason & Shipping Costs:

    • Defective or Incorrect Item: Willis & Gray provides a prepaid return label (No cost to you).

    • Customer Remorse (Change of mind / wrong size): Customer responsibility (You pay the actual return shipping cost).

2. Items That Cannot Be Returned

Unless they are faulty, defective, damaged in transit, or we have made an error, we cannot accept returns for:

  • Items clearly marked as clearance or final sale.

  • Personalized or custom-made products.

  • Opened or used items (for change-of-mind reasons).

  • Gift cards or vouchers.

3. Eligibility for Returns & Refunds

You may request a return within 30 days of delivery. To be eligible for a return, the following conditions must be met:

  • The item is unused and in the exact same condition that you received it.

  • The item is in its original packaging with all accessories, tags, and labels intact.

  • You can provide proof of purchase (order confirmation or packing slip).

4. How to Initiate a Return

To start a return, please contact our customer support team within 30 days of delivery:

Please provide your order number, the item(s) you wish to return, the reason for the return, and clear photos if the item is damaged or defective. We aim to respond within 1 business day.

If your return is approved, we will issue a Return Authorization (RA) number and provide step-by-step instructions, including the correct return address. Please do not send items back without an RA number.

5. Return Shipping Costs & Methods

  • For faulty, damaged, or incorrect items (Company Error): We will provide you with a printable prepaid return shipping label via email at no cost to you.

  • For change-of-mind or wrong size/color (Customer Remorse): You are responsible for purchasing the return shipping label from a courier of your choice. Original shipping and any service or handling charges are non-refundable.

  • Restocking Fees: We do not charge any restocking fees.

6. Damaged or Defective Items

If your parcel arrives visibly damaged, please refuse delivery if possible and contact us immediately. If damage or a defect is noticed after delivery:

  1. Email sales@willisandgray.com within 3 days of delivery.

  2. Include your order number, a brief description of the issue, and clear photos of the damaged product and the outer packaging.

Once verified, we will offer a replacement, exchange, store credit, or full refund depending on your preference, and we will cover all associated return shipping costs.

7. Refunds

Once your return is received, we will inspect it within 5 business days of arrival. We will then email you to confirm whether your return has been approved or rejected.

If approved, your refund will be processed to your original payment method (e.g., credit/debit card, PayPal) within 10 business days after approval. Please note that it may take additional time for your bank or payment provider to post the refund to your account.

8. Exchanges

We offer exchanges within 30 days of delivery for most items, subject to stock availability.

  • Contact us at sales@willisandgray.com or 1 (800) 820-8641 to request an exchange.

  • For non-faulty exchanges (change of mind, wrong size), you pay the cost of returning the original item.

  • For faulty or incorrect items, we will ship the replacement at no additional shipping charge.

9. Order Cancellations

We allow order cancellations within 24 hours of placing your order, provided it has not yet been dispatched.

  • To cancel, email sales@willisandgray.com or call 1 (800) 820-8641.

  • Please include your order number and the phrase “Cancellation Request”.

  • If your order has already been dispatched, it cannot be cancelled, but you may return it under our standard 30-day return policy.

10. Contact Information

Willis & Gray

  • Address: 24223 Invitation Oak, San Antonio, TX 78261, United States

  • Phone: +1 800-820-8641

  • Email: sales@willisandgray.com

  • Customer Support Hours: Monday - Friday, 9:00 AM - 9:00 PM (CT)