Refund and Returns Policy
RETURNS & EXCHANGE POLICY
Last Updated: 6 June 2026
1. Overview
At Mount Gray, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may request an exchange within 7 days of receiving your order, subject to the conditions mentioned below.
2. Important Notes
* Velvet products are not eligible for change-of-mind return or exchange. However, if a velvet product arrives damaged, defective, or incorrect, it is still covered under Section 7 below.
* Return shipping charges are to be borne by the customer unless the product received is damaged, defective, or incorrect.
* Items sent back without prior approval from our support team will not be accepted.
* The one-way exchange logistics fee of ₹100 applies to all change-of-mind exchanges.
3. Eligibility for Exchange
To qualify for an exchange, the following conditions must be met:
* The product must be unused, unworn, and unwashed.
* All original tags, labels, and packaging must be intact.
* The product must be returned in its original condition.
* The exchange request must be submitted within 7 days of delivery.
4. Exchange Options
You may exchange your purchase for:
* A different size of the same product, or
* Another product available on our website.
A one-way exchange fee of ₹100 applies to cover logistics and courier charges. All exchanges are subject to product availability.
5. Price Difference
* If the selected replacement product is of lower value, the balance amount will be credited to your Mount Gray Store Wallet within 5–7 business days of approval.
* If the selected replacement product is of higher value, you will be required to pay the difference before dispatch.
6. Store Credit
For change-of-mind returns and exchanges, approved refunds will be issued as Mount Gray Store Wallet Credit within 5–7 business days of the returned item being received and approved.
Store Wallet credits can be used for future purchases on mountgray.in and are non-transferable and non-refundable.
Shipping charges, if any, are non-refundable.
7. Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect product (including velvet items), please contact us within 7 days of delivery along with clear photographs of the product and packaging.
Our team will review the request and offer one of the following resolutions:
* Replacement of the item, or
* Refund to your original payment method, processed within 7–10 business days of approval.
8. Order Cancellation
You may cancel your order before it is dispatched by contacting us immediately at returns@mountgray.in or +91-7000101099.
Once an order has been dispatched, it cannot be cancelled. You may instead initiate an exchange request upon delivery as per the terms above.
9. Processing Time
Exchange requests are generally processed within 7–8 business days after the returned item is received and approved.
Store Wallet credits and refunds are issued within 5–7 business days of approval.
Delivery timelines for replacement products may vary depending on your location.
10. Contact Information
For return, refund, or exchange requests, please contact us:
Mount Gray
Returns & Support: returns@mountgray.in
General Enquiries: sales@mountgray.in
Phone: +91-7000101099
Website: mountgray.in
Address: D-3, Hampton Business Park, Chandigarh Road, Near Best Price Market, Ludhiana, Punjab – 141123, India
Our customer support team may request additional information to verify and process your request.
