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Return Policy
Graystone Creations and its family of websites will strive to provide you the highest level of customer satisfaction with your purchase. Should an item ever not meet your needs, we offer the following to assist you with your order.
- Damaged Items
- Item no longer needed
- Would like to trade for different item?
- Product failure within 30 days
- Product failure after 30 days
- Items not covered by warranty
- Free Shipping
- Dispute Resolution
Damaged Items
1. Package and item damaged in transit. Please save package and entire contents including any packing material. The majority of our items are shipped by UPS and we will assist you in filling a claim and in the quick replacement of your item. UPS will require receipt of entire damage package.
2. Package undamaged but item damaged or not functioning. Please notify us within 7 days. We will assist you in the replacement of the item and provide instructions for the return of the damaged or non working unit. Graystone Creations will re-inburse the shipping for the return of the item.
Item no longer needed
Should you decide that you no longer want the item that you ordered, you may return it within 30 days of purchase. Customers must contact us prior to the return. Return should be sent by UPS. IF you must use United States Postal service feel free to insure the unit for its value but do not require a signature. Any package sent by USPS that is sent signature required stands a very good chance of being held at the Post Office. We will not wait 45 minutes in line to sign for your package. The package will be returned to you at your expense. Once your complete and undamage item is received, we will issue you a refund for the item less a 15% restocking fee. Any item that has obvious signs of use, is damaged or missing parts will not be refunded. Under no circunstances will we refund the shipping fee for an unwanted return.
Would like to trade for different item?
Should you decide a different item will better meet your needs, you may return your item for exchange within 30 days of purchase. Customer must contact us prior to return. A full credit of the purchase price will be applied to the replacement item providing the returned item is received complete and undamaged. Customer will pay for the return shipment, by UPS if possible, as well as any additional payment due on the replacement item and shipping for that item.
If anyone at Graystone Creations suggest the original item to you based upon your description of your requirements, we may, at our descrection, pay for shipping on both the returned item and its replacement.
Product failure within 30 days
In the unlikely event your product should fail withing 30 days of purchase, please contact us at once. Once we authorize a return by UPS, we will contact you upon its arrival. Should the item appear to have failled during normal operation, we will replace the item with a new one, refund the shipping costs of your return and ship the replacement at no charge.
If the returned item shows any signs of abuse or improper operation, Graystone Creations will not replace the item or refund your shippings costs. The item may be returned to you at your request and additional shipping costs will apply.
The determination of abuse or improper operation will be determined by Graystone Creations in a fair and impartial manner. Complete documentation will be kept on any refused claims for the period of one year.
Should your item fail after the end of 30 days
Should your item fail after the end of 30 days from your purchase but before the end of any warranty on the item you should not return the product to Graystone Creations. Follow the warranty information that came with your item. Should you require information on warranty service, we will be glad to assist you if we can.
Note: At this time we are accepting Nursery Pro warranty service items for return -- ONLY ON ITEMS PURCHASED AT GRAYSTONE CREATIONS. Return your Nursery Pro item to Graystone Creations by UPS. Along with your returned item you must send additional funds for return shipping of your repaired or replaced item. When your item is received, it will be examined to determine if it failed within the use of normal operations. That determination will result in the repair or replacement of your item.
If it is determined that your item failed due to abuse or improper operation, the item will not be replaced by Graystone Creations. The item will be returned to you at your cost.
The determination of abuse or improper operation will be determined by Graystone Creations in a fair and impartial manner. Complete documentation will be kept on any refused claims for the period of one year.
Items not covered by warranty
Any consumable item including but not limited to: Fish/Koi food, water treatments and chemicals.
Free Shipping
If you return any items from an order that received FREE Shipping, the original shipping savings associated with the returned item(s) will be deducted from the refund amount unless the return was due to our error.
Dispute Resolution-Please note that failure to read these policies will not prohibit them from applying. If any situation occurs that is not covered by this policy, Graystone Creations agrees to act in good faith to resolved the issue in fairness to all parties.
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