Returns & Refunds Policy

Returns & Refunds Policy:

Thank you for shopping with GROOV (NZ). We have implemented a returns and refunds policy to ensure customer satisfaction. Please read the following guidelines carefully:

  1. Initiation of Exchange: To initiate an exchange, please contact GROOV (NZ) within 14 days of the original purchase date.

  2. Returns for Damaged or Faulty Products: We have a firm policy in place for accepting returns on most full-price products that are damaged or faulty. To be eligible for a return, please refrain from inspecting, opening, tearing, or attempting to open the inner components of the device. Opening or attempting to open the product will void your eligibility for returns or replacements, and any resulting damages will not be covered under the limited warranty.

  3. Sale Products: Sale products are non-exchangeable and non-refundable unless they are faulty or damaged under the manufacturer's warranty.

  4. Change of Mind: We do not offer refunds for purchases made if you change your mind, find the product does not meet your needs, or are not satisfied with the product.

  5. Eligibility for Exchange: However, if you have purchased full-price product(s) and wish to exchange it, you may submit a request. To be eligible for an exchange, the product(s) must be in a brand-new condition and meet the following criteria:

    • The product must be in the original unopened packaging, still in plastic wrap.
    • The product must be in an unused condition with all labels and tags attached.
  6. Faulty, Damaged, or Incorrect Items: If you have received a faulty, damaged, or incorrect item, please contact our support team immediately. They will assist you in resolving the issue.

  7. Refund of Shipping Costs: Please note that the original shipping costs will not be refunded.

Process For Return/Exchange:

To ensure a smooth return or exchange process, please carefully follow the guidelines outlined below:

  1. Obtain Return Approval: All items being returned to GROOV (NZ) must receive prior return approval. Any returns without approval will be denied.

  2. Submit Request Online: To initiate a return or exchange, please submit your request through our online form.

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

  4. Arrange Freight: The purchaser is responsible for arranging and covering the cost of any freight (courier or post) for the return.

  5. Secure Packaging: It is essential to appropriately package all returned items to ensure their safety and prevent damage. GROOV (NZ) reserves the right to deny any return if the item is received in a damaged state due to inadequate packaging.

  6. Review Purchase Order: We recommend that you compare your purchase order with the receipt as soon as you receive the items to identify any potential return or exchange requirements.

  7. Timely Action: GROOV (NZ) will take prompt action, typically within 30 days from the date of purchase, to address any errors, inaccuracies, manufacturer faults, or damages that are brought to our attention.

  8. Inspection and Evaluation: Upon receiving your return package, we will carefully inspect the item and consult with our supplier or manufacturer. We will then provide you with an update on the status of your return request. Please note that if there is evidence of the customer having internally opened the device themselves, the return will regrettably be denied.

  9. Contact Customer Support: If you have any queries or concerns regarding your purchase refund or exchange, please reach out to our support team.


Cancellation Policy:

At GROOV (NZ), we have established a cancellation policy to facilitate smooth order management. Please review the following guidelines:

For In-Stock Products:

  • Order Cancellation: If you wish to cancel your order for in-stock products, you can submit a cancellation request within 6 hours through our online form.
  • Refund Process: Upon receiving your cancellation request, we will process a full refund within 24-48 hours.

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 & Refunds Policy. Please ensure the product meets the specified criteria, including being in the original unopened packaging, still in plastic wrap, and in unused condition with all labels and tags attached. This process may take up to 14-20 working days.

For Backorder Products:

  • Backorder Duration: 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.

We strive to provide a transparent and efficient cancellation process. If you have any further inquiries or require assistance, please don't hesitate to contact our support team.

International orders

Please take note of the following important information regarding international shipments:

  1. Final Sales and Non-Refundable: International shipments are considered final sales and are non-refundable. Please carefully consider your purchase before placing an order.

  2. Manufacturer Warranty and Service: Please be aware that any manufacturer warranty may not be valid for international shipments, and manufacturer service options may not be available in the destination country.

  3. Language and Compliance: Product manuals, instructions, and safety warnings may not be provided in the language(s) of the destination country. Additionally, the products and accompanying materials may not conform to the destination country's standards, specifications, and labeling requirements.

  4. Voltage and Electrical Standards: It is important to note that the products may not conform to the destination country's voltage and other electrical standards. The use of an adapter or converter may be necessary.

  5. Lawful Importation: As the purchaser, you are responsible for ensuring that the product can be lawfully imported into the destination country. It is your responsibility to comply with any applicable local, state, or federal laws and regulations.

  6. Indemnification: By proceeding with the international shipment, you agree to indemnify GROOV (NZ) for any costs, fees, and expenses incurred as a result of any violation of local, state, or federal laws or regulations, or if any prohibited item is tendered for shipment.

We advise you to carefully consider these factors and potential implications before placing an international order. If you have any further questions or concerns, please contact our customer support team for assistance.