Refund and Change of Mind Policy
Refund Policy
Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, visit info@grockel.com
Cost of returns are not covered, it is at your cost unless the item is faulty.
For faulty item returns, contact info@grockel.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In respect to sizes please ensure you ordered the correct size and colour prior to order. In many cases the designs are bespoke and are made to order which can make refunds difficult.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products, such as special orders or personalised items.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 20 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If an unacceptable period has passed and you have not received a refund or you have any question regarding this refund policy please contact info@grockel.com and we will endeavour to resolve the issue.
Change of Mind Policy
Change Of Mind
We are committed to customer satisfaction. If you are not happy with your Grockel purchase, simply return the item/s for a refund within 30 days of purchase following the below process (our change of mind return policy). This Change of Mind Policy does not affect any rights you have in relation to non-excludable consumer guarantees under the Australian Consumer Law or the Consumer Guarantees Act
Items Purchased Online.
- Goods must be returned in unused condition, in original packaging (with tags attached). Please ensure that your return is received us (Grockel.com or our third part agents) within the returns period, all orders received outside the returns period for your item will be returned to sender and not processed as a return.
- The cost of returning items will be met by the customer.
- Returns must be made within 30 days of the date of purchase shown on your receipt and with 7 days of arrival at your shipping address.
- This Returns Policy applies to full price, sale and clearance items.
- Refunds will be provided in the same tender as the original sale. So, if you paid by credit card, you would receive a refund to the same credit card you used.
- This change of mind policy does not apply to custom orders, such as custom-made clothing or accessories.
- If you have received a free or discounted promotional item with your order and your return disqualifies you from the promotion you must return the promo item or pay the full RRP on that item if you wish to keep it.
- This Change of Mind Policy does not affect any rights you have in relation to non-excludable consumer guarantees under the Australian Consumer Law or the Consumer Guarantees Act (NZ).
- Items purchased from authorised third party sellers must be returned to the reseller that you purchased from. Please refer to the relevant reseller for details of the returns policy that applies to your purchase.
- We are unable to provide partial refunds. In the event of a product being marked down after purchase we are unable to refund the price difference.
If there is a problem with your purchase, including faulty items, damaged items or if we accidentally sent you the wrong item, we’ll sort you out – visit us admin@grocke.com and we can talk you through options.
