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 no 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.
- For items marked as "Available For Order":
Please be aware that a 5% cancellation fee will be applied for payments made through Afterpay, Zip, Laybuy, and Paypal to account for non-refundable transaction fees. To prevent incurring these fees, we advise contacting us before initiating the cancellation process. There is no cancellation fee for payments made through bank transfer or credit/debit card. Once your cancellation request is approved, refunds will be processed within 15-30 business days.
- For items marked as "In Stock & Ready To Ship":
For additional information and detailed conditions regarding our return policy, please refer to our comprehensive Return Policy. Your satisfaction is our priority, and we are committed to assisting you with any queries or concerns you may have.
Thank you for choosing GROOV (NZ) for your shopping needs.