Refunds Policy
At GROOV (NZ), your satisfaction is our priority. Our refund policy ensures clarity and fairness for various situations:
Damaged or Faulty Products
If you receive a damaged or faulty product, please reach out to our support team for assistance. If we cannot arrange a replacement or suitable alternative, a full refund will be provided.
Change of Mind Returns (Within 14 Days)
We understand that preferences can change. If you return a product within 14 days of receipt in brand-new condition, you have two options:
• Exchange the product for an alternative item.
• Receive store credit for the returned item, subject to a 5% restocking fee.
International Sales
All international sales are final. Products shipped to addresses outside New Zealand cannot be returned or refunded for change of mind. Damaged or faulty products may be eligible for replacement or refund at the discretion of our support team. Please contact us with photographic evidence if you receive a damaged or faulty item.
Order Cancellations
For Orders Paid via Debit/Credit Cards, Afterpay, Zip, or PayPal:
• A 5% non-refundable cancellation fee will be deducted upon confirmation, regardless of the order date. Alternatively, store credit can be issued.
For In-Stock Products:
• Submit a cancellation request within 2 hours via our online form.
• If the tracking number has already been issued, cancellation is no longer possible. In this case, you may proceed with a return or exchange under our Returns Policy.
For Products Marked “Available for Order/Pre-Order
• Backordered items typically take 7–14 working days or longer for delivery, depending on availability and transit times.
• Submit a cancellation request within 3 days of placing the order via our online form.
• A cancellation fee of 5% applies. If our team or suppliers have already processed the order, a 10% cancellation fee will apply to cover non-refundable expenses, such as processing fees, transaction fees, and payment gateway charges.
• Refund processing may take 14–20 working days.
Need Assistance?
If you have any questions or need further help, contact our support team for prompt assistance.