Refunds Policy

At GROOV (NZ), we aim to ensure your satisfaction with every purchase. Our refund policy is designed to provide clear guidelines for various scenarios:

1. Damaged or Faulty Products:
  • If you have received a damaged or faulty product, Please contact our support team. They will be able to assist you. In cases where we are unable to arrange a replacement or find an alternative item, we will issue a full refund.

2. Change of Mind Returns (Within 14 Days):
  • We understand that sometimes your preferences may change. If you decide to return a product within 14 days from the date of receipt and the item is still in brand new condition, you can choose to exchange the product for an alternative item. Alternatively, you can opt to receive store credit for your returned item, with 5% restocking fee applied.

3. Returns Beyond the 14-Day Period (Up to a Maximum of 40 Days):
  • If you wish to return a product after the initial 14-day return window has passed (up to a maximum of 40 days from the date of receipt), Please complete the online return form and wait for our decision on your return request.
  • Please be aware that for returns beyond the initial 14 days but within the 40-day limit, a 20% restocking fee will be applied, and you will receive store credit for your returned item. However, there is NO restocking fee for existing customers or exchange requests within this timeframe.

4. Cancellation

  • 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 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.

    If you have any further inquiries or require assistance, please don't hesitate to contact our support team.