Returns & Refunds Policy

Returns & Refunds Policy:

An exchange must be initiated with GROOV (NZ) within 14 days of the original purchase date.

We have a firm policy in place for accepting returns on most full-price products, specifically those that are damaged or faulty. Therefore, we request that customers refrain from inspecting, opening, or tearing the device. Please note that if the customer opens the product, we will be unable to accept a return or provide a replacement.

Sale products are non-exchangeable and non-refundable unless faulty or damaged under the manufacturer’s warranty.

We do not refund if you change your mind, you find the product does not meet your need, or you are not satisfied with the product.

However, you may submit your request for an exchange if you bought full-price product(s) and the product(s) is in a brand-new condition*

*The product must be in the original unopened packaging, still in plastic wrap, and in unused condition with all labels and tags attached.

If you have received a faulty, damaged or incorrect item please contact our support team and they will assist you.

Original shipping costs will not be refunded.

Process For Return/Exchange:

Any items that are returned to GROOV (NZ) without prior return approval will be denied.

To begin a return or an exchange process please submit your request via our online form.

The product must be physically returned to GROOV (NZ) office in Christchurch within fourteen (14) days from the date of purchase.

Any freight (courier or post) must be arranged by the purchaser and is the purchasers expense.

All returned items must be appropriately packaged safely and securely to avoid any damage to the item. GROOV (NZ) reserves the right to deny any return if received in a damaged state due to poor packaging. 

We recommend that you check your purchase order against your receipt as soon as you receive the items you have ordered to determine if any returns or exchanges are required.

GROOV (NZ) will take action within a reasonable time (within 30 days from date of purchase) to correct any error or inaccuracy which is brought to our attention. This applies to all requests for Return/Exchange and goods that have manufacturer faults or damage during delivery.

Upon receiving your return package, we will thoroughly inspect it and consult with our supplier or manufacturer. We will then provide you with an update regarding the status of your return request. Please note that if we find evidence of the customer having opened the device internally themselves, we regretfully must deny the return.

Should you have any queries regarding your purchase refund/exchange please contact our support team

Cancellation Policy:

For in stock products: You can request to cancel your order within 6 hours by submitting your request via our online form. We will issue a full refund for you within 24-48 hours.

If you already received the tracking number from us, you can only request a return or an exchange.

Please note that to return/exchange, the product must be in the original unopened packaging, still in plastic wrap, and in unused condition with all labels and tags attached, and this process could take up to 14-20 working days. Read Returns & Refunds Policy

For backorder products: Backorders usually take 7-14 working days or longer. Please see the estimated delivery on each product page as they're subject to availability and transit times.

However, you must request to cancel your order within 3 days after you place an order by submitting your request via our online form.

If we already ordered the product from our supplier, a 10% cancellation fee will deduct from your original purchase. This is to cover processing and non-refundable fees such as credit/debit card fees, transaction fees, payment gateway fees and service fees.

After submitting your cancellation request, we will issue a refund within 14-20 working days.

International orders

International shipments are final sales (non-refundable)

For products shipped internationally, please note that any manufacturer warranty may not be valid; manufacturer service options may not be available; product manuals, instructions and safety warnings may not be in destination country languages; the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements; and the products may not conform to destination country voltage and other electrical standards (requiring use of an adapter or converter if appropriate).

You are responsible for assuring that the product can be lawfully imported to the destination country 

You agree to indemnify GROOV (NZ) for any and all costs, fees and expenses incurred by GROOV (NZ) as a result of the violation of any local, state or federal laws or regulations or from tendering any prohibited item for shipment.