At GROOV (NZ), we have established a cancellation policy to facilitate smooth order management. Please review the following guidelines:
Afterpay, Laybuy, Zip and PayPal orders:
A 5% cancellation fee is applicable for orders paid through Afterpay, Laybuy, Zip and PayPal. Alternatively, you may opt for a store credit.
A 5% cancellation fee, which is non-refundable and charged by the payment provider, will be applied to orders paid through Afterpay, Laybuy, Zip and PayPal. Please note that this fee is charged promptly once the cancellation is confirmed by the customer, regardless of the order placement date.
For In-Stock Products:
- Order Cancellation: If you wish to cancel your order for in-stock products, you can submit a cancellation request within 2 hours through our online form.
Note: If you have already received the tracking number for your order, cancellation is no longer possible. In such cases, you may request a return or exchange following our Returns Policy.
Product marked "Available For Order”:
- Backorder products typically require 10-20 working days or longer for delivery. Please refer to the estimated delivery timeframe indicated on each product page, as it is subject to availability and transit times.
- Cancellation Request: If you decide to cancel your backorder, please submit a cancellation request within 2 days of placing the order using our online form.
- Cancellation Fee: In the event that we have already placed an order with our supplier, a 10% cancellation fee will be deducted from your original purchase. This fee covers processing and non-refundable expenses such as credit/debit card fees, transaction fees, payment gateway fees, and service fees.
After submitting your cancellation request, we will initiate the refund process, which may take 14-30 working days.
If you have any further inquiries or require assistance, please don't hesitate to contact our support team.