Returns & Warranty Policy
Return & Warranty Policy
At GROOV NZ, we want you to love what you buy. If something's not right, we're here to sort it out quickly.
1. Damaged or Faulty Items
If your order arrives damaged or with a fault, please let us know as soon as possible.
Here's what we'll do:
- Replacement — we'll arrange a return and send you a new one
- Exchange — prefer something different? No problem
- Full refund — if neither option is available, we'll refund you in full
2. Warranty
All GROOV products are covered by a 12-month manufacturer's warranty from your date of purchase.
What's covered: Any fault or defect that develops during normal use within 12 months of purchase.
How to check if you're covered: Check your original receipt or order confirmation email. If it's been less than 12 months since your purchase date, you're covered.
How to make a claim: Visit our Support Page and submit a request — we'll handle the warranty claim with the manufacturer on your behalf.
Outside the 12-month window? Contact our support team and we'll see what we can do to help.
3. Change of Mind Returns
Changed your mind? That's okay — we accept change of mind returns within 14 days of receiving your order.
What you'll get: A store credit or an exchange. Please note that refunds are not available for change of mind returns.
Conditions:
| Requirement | Details |
|---|---|
| Timeframe | Within 14 days of delivery |
| Item condition | Unused, unopened, and in original packaging (including plastic wrap) |
| Eligible items | Full-price items only — sale items cannot be returned |
| Pre-approval required | You must get approval from us before sending anything back |
| Packaging | Items must be securely packaged to prevent damage in transit |
| Exceptions | Headphones and wearables cannot be returned for hygiene and safety reasons |
⚠️ Unauthorised returns will not be accepted. Always contact us before sending anything back.
Need Help?
Not sure where to start? Our support team is ready to help — we'll make it as easy as possible for you.