Cancellation Policy

At GROOV (NZ), we have established a cancellation policy to facilitate smooth order management. Please review the following guidelines:

For In-Stock Products:

  • Order Cancellation: If you wish to cancel your order for in-stock products, you can submit a cancellation request within 6 hours through our online form.
  • Refund Process: Upon receiving your cancellation request, we will process a full refund within 24-48 hours.

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 & Refunds Policy. Please ensure the product meets the specified criteria, including being in the original unopened packaging, still in plastic wrap, and in unused condition with all labels and tags attached. This process may take up to 14-20 working days.

For Backorder Products:

  • Backorder Duration: Backorder products typically require 7-14 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 3 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 14-20 working days.

We strive to provide a transparent and efficient cancellation process. If you have any further inquiries or require assistance, please don't hesitate to contact our support team.

International orders

Please take note of the following important information regarding international shipments:

  1. Final Sales and Non-Refundable: International shipments are considered final sales and are non-refundable. Please carefully consider your purchase before placing an order.

  2. Manufacturer Warranty and Service: Please be aware that any manufacturer warranty may not be valid for international shipments, and manufacturer service options may not be available in the destination country.

  3. Language and Compliance: Product manuals, instructions, and safety warnings may not be provided in the language(s) of the destination country. Additionally, the products and accompanying materials may not conform to the destination country's standards, specifications, and labeling requirements.

  4. Voltage and Electrical Standards: It is important to note that the products may not conform to the destination country's voltage and other electrical standards. The use of an adapter or converter may be necessary.

  5. Lawful Importation: As the purchaser, you are responsible for ensuring that the product can be lawfully imported into the destination country. It is your responsibility to comply with any applicable local, state, or federal laws and regulations.

  6. Indemnification: By proceeding with the international shipment, you agree to indemnify GROOV (NZ) for any costs, fees, and expenses incurred as a result of any violation of local, state, or federal laws or regulations, or if any prohibited item is tendered for shipment.

We advise you to carefully consider these factors and potential implications before placing an international order. If you have any further questions or concerns, please contact our customer support team for assistance.