Refunds Policy

Refund Policy – GROOV (NZ)

At GROOV (NZ), your satisfaction is our priority. Our refund policy ensures clarity and fairness for various situations:

1. 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.

2. 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.

3. Returns Beyond the 14-Day Period (Up to 40 Days)

For returns made between 15 and 40 days after receipt:

• Complete our online return form and await approval.

• A 20% restocking fee will apply, and store credit will be issued for the returned item.

• No restocking fee applies for exchange requests or returns from existing customers within this period.

4. Order Cancellations

For Orders Paid via Debit/Credit Cards, Afterpay, Laybuy, 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.