Refund policy

Overview
Greystone-USA equipment is built and assembled to order. Due to the nature of our products and fulfillment process, returns are limited. Customers are encouraged to exercise caution when placing an order, as once an item ships, the customer will be responsible for all applicable shipping, handling, and related fees, which are non-refundable. By placing an order with Greystone-USA, you agree to the terms outlined below.

Equipment Returns – Unused Items Only
Greystone-USA does not accept returns of used equipment under any circumstances. Return requests may be considered for unused equipment only and must be initiated within 30 days of delivery. Equipment must be unused, unmodified, and in original condition with all original components, pallet, and packaging materials retained. Written return authorization from Greystone-USA is required prior to return.

If a return is approved, a 25% restocking fee will apply. Payment processing fees are non-refundable. The customer is responsible for all freight charges, including original delivery and return shipping. Shipping, handling, and administrative fees are non-refundable. Refunds will be issued only after the equipment is returned, received, and inspected. Greystone-USA reserves the sole right to determine whether equipment qualifies as unused and eligible for return.

Cancellations & Order Changes
Because Greystone-USA equipment is built to order, orders are not eligible for cancellation once placed. Cancellation requests may be submitted in writing; however, approval is at the sole discretion of Greystone-USA. If approved cancellations are subject to a 20% cancellation fee or the full non-refundable payment processing fees incurred, whichever is greater.

Once production has begun, orders cannot be cancelled. Orders that have shipped cannot be cancelled and are only eligible for return under the unused equipment return terms stated above.

Freight Damage & Warranty Issues
Freight damage and warranty-related issues are handled separately from returns. Any visible freight damage must be noted on the delivery receipt at the time of delivery. Warranty claims are handled in accordance with Greystone-USA’s warranty policy. Exchanges are authorized only for warranty replacement or confirmed freight damage.

Spare Parts
Spare parts may be returned within 30 days of delivery, provided the item is unused and in original condition. Customers are responsible for return shipping.

Final Authority
Greystone-USA reserves the sole and exclusive right to determine eligibility for returns, refunds, cancellations, or exchanges.

Questions
For questions related to returns or cancellations, please contact info@greystone-usa.com