Refund Policy
Here at Groom we take pride in the quality and care that goes into every product we make. If you are not completely satisfied with your purchase, we’re here to help.This Refund & Returns Policy explains your rights and how we handle refunds, returns and exchanges for products purchased through this website
Faulty or Damaged Products
We want you to enjoy your Groom products. If you receive a product that is faulty, damaged, or not as described, please let us know as soon as possible. You are eligible for a refund or replacement if:
• the product is faulty
• the product was damaged during delivery
• the product is significantly different from the description
To request a refund or replacement, please contact us within 14 days of receipt of the product with:
✔ your order number
✔ a photo and description of the issue
✔ your preferred resolution (refund or replacement)
Once we receive and assess your claim, we will contact you to arrange a refund or replacement at no extra cost.
Change of Mind
Due to the personal and hygienic nature of skincare products, we are not able to offer refunds or exchanges for change of mind or unused products unless the item is faulty as described above. We encourage you to review product descriptions and contact us with any questions before placing your order.
How to Return a Product
To return a faulty or damaged item:
Contact us at michelle@groom.world with your order number and photos. We will confirm whether the item is eligible for return. If approved, we’ll provide a return shipping address and instructions. Pack the item securely and send it back to us. Please note that you are responsible for returning the item unless we agree otherwise.
Refunds
Once your return is received and inspected, we will notify you of the outcome via email.If your refund is approved:
• refunds will be issued to the original payment method
• the refund will be processed within 14 days of approval
Please note:
• original shipping costs are non-refundable unless the product was faulty
• refunds may take additional time to appear in your account depending on your payment provider
Replacements
If you prefer a replacement of the same item instead of a refund, we will arrange this provided the item is faulty or damaged. We will cover the cost of sending the replacement to you.
Proof of Purchase
Returns and refunds can only be processed with a valid order number or receipt of purchase. Please keep your order confirmation email or order details handy.
How to Contact Us
If you have any questions about refunds, returns, or your order, please contact us at:
📍 Groom, Crate 04, Oakwood Hill Industrial Estate, Loughton, Essex IG10 3TZ
We aim to respond within 48 hours on business days.
Your Legal Rights
Nothing in this policy affects your statutory rights under UK law. You may still have additional legal rights depending on your location. This policy is intended to complement those rights and not to limit them.