At GROOV (NZ), we strive to provide our customers with exceptional products and service. We understand that sometimes, circumstances may require you to return a product. To ensure a smooth and efficient return process, please read our return policy carefully:
1. Damaged or Faulty Products:
- If you have received a damaged or faulty product, please submit a return request promptly.
- Our dedicated team will arrange for the return and provide you with a replacement. Alternatively, you can request an exchange.
- In cases where we are unable to arrange a replacement or find an alternative item, we will issue a full refund as a last resort.
2. Change of Mind Returns:
- If you have had a change of heart regarding your purchase and wish to return the item within 14 days from the date of receipt, you have the option to use our self-return method:
To use this method, log in to your account, and follow the self-return instructions provided. Wait for our decision on your return request.
- Change of mind returns are eligible for full-price items only.
- You can choose either an exchange or receive store credit for your returned item.
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 submit a return request using our online form:
- Please note 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. No restocking fee for exchange.
Conditions for All Returns:
- Approval from GROOV is required before sending the product back. Unauthorized returns will not be accepted.
- The returned product must be in its original condition, which means unused, unopened, or still in its plastic wrap.
- Sale items are eligible for return if they are received as faulty products, and we will either provide a replacement or issue a refund.
- Due to hygiene and safety considerations, headphones or wearables cannot be returned.
- Customers are responsible for securely packaging the product to prevent damage during transit. GROOV reserves the right to deny any damaged return items.
We value your satisfaction and aim to provide you with the best possible customer experience. If you have any questions or require assistance with your return, please contact our customer support team.
Thank you for choosing GROOV (NZ) for your shopping needs.