Dear Valued Customer,
We are writing to inform you of some important changes to our terms and conditions and fees and charges which are commencing soon.
We have updated the Grays User Agreement and introduced a new Grays Returns Policy to clarify the terms on which you can engage with us and streamline your customer experience. The updated documents will supersede all previous versions and apply to all existing and new Grays Account users, including any supervised Grays Account users, from 16/07/2025.
User Agreement Returns Policy |
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Summary of changes to the Grays User Agreement
We’ve updated our Grays User Agreement to make it clearer and easier to navigate, outlining each stage of your journey with Grays, from account registration through to bidding, payment and item collection.
Key changes include: |
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Restructuring the agreement to better reflect how we will interact with you from start to finish
- Clarifying our role as agent for a Seller in the sale of most items on our platform
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Confirming your role in the buying process, including the importance of reviewing all the details included in a Listing (not just photos or summaries) and, where possible, attending any recommended physical inspections
- Highlighting the risks associated with purchasing used or second-hand items, including the possibility of pre-existing issues which may not be apparent to us or the Seller at the time of sale
- Introducing new terms relating to Non-Refundable Deposits
- Including updated Motor Vehicle Special Conditions within the main User Agreement (these are no longer provided as a separate document)
- Including new special conditions for Buy Now Sales, Expressions of Interest, and Direct Negotiation sales
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Please review the updated User Agreement to ensure that you understand your rights and obligations. |
Summary of New Grays Returns Policy We’re also introducing a new, simplified Returns Policy.
The new Returns Policy brings together the following into one clear, consolidated document: our existing Returns Policy, Change of Mind Policy and returns and refunds provisions in our User Agreement. |
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It works alongside the User Agreement and applies in addition to your rights under the Australian Consumer Law
- The policy sets out clear guidance for:
- Items damaged in transit
- Items received by you which are dead on arrival
- Situations where a change of mind may apply
- How manufacturer warranties are handled
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Please review the new Returns Policy to ensure that you understand your rights and obligations. |
Update of Fees and Charges from 1 August 2025 Some of our fees and charges are changing from 1 August 2025. These fees and charges will be available from our listing pages. If you are purchasing items from 1 August 2025, please ensure you carefully review all information in relation to pricing, including by clicking on the information boxes in the listing. |
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