Refund Policy

 

GROOV Thailand — Refund & Return Policy Effective Date: 28 April 2026

1. Overview

Thank you for shopping at GROOV (groov.store), Thailand's creative gadgets store. We are committed to your satisfaction and stand behind every product we sell. This policy explains how returns, exchanges, and refunds work so you know exactly what to expect. Please read this policy carefully before making a purchase. By completing an order with GROOV, you agree to the terms outlined below.

2. Return Window

We accept return requests within 3 days of the purchase date. Once 3 days have passed since your purchase, we are unable to offer a refund or exchange. To initiate a return, please contact us at hello@groov.store within the 3-day window before sending any item back.

3. Return Eligibility

To qualify for a return, ALL of the following conditions must be met:

  • The item must be in its original, unused condition.
  • The item must be in its original packaging with all accessories, manuals, and included items.
  • Proof of purchase (order confirmation email or receipt) must be provided.
  • The return request must be submitted within 3 days of purchase.

Items that do not meet these criteria will not be accepted and will be returned to the customer at their expense.

4. Non-Returnable Items

The following categories are NOT eligible for returns or refunds:

  • Digital / software products: Software licenses, digital downloads, and activation codes are non-refundable once delivered or activated.
  • Crypto hardware wallets (Ledger, CoolWallet, etc.): For security reasons, hardware wallets that have been unsealed, activated, or used cannot be returned.
  • Special-order and imported items: Products ordered specifically for you or imported on request are non-refundable. If a return is accepted at GROOV's discretion, an international shipping and handling fee will be deducted from any refund.
  • Pre-order items: Once a pre-order has been placed and confirmed, it may not be cancelled or refunded unless the product is significantly delayed (more than 90 days beyond the stated estimated arrival date).
  • Sale and promotional items: Items purchased at a discounted or promotional price, or during a sale event, are final sale and cannot be returned or refunded.
  • Consumables and accessories: Cables, batteries, ear tips, and similar consumables are non-returnable once opened.

5. Exchanges for Defective or Damaged Items

We replace items only when they are defective, damaged on arrival, or if you receive the wrong product. Exchanges are made for the same item only.

To request an exchange:

  • Email hello@groov.store within 3 days of receiving the item.
  • Include your order number, a description of the issue, and clear photos or video showing the defect or damage.
  • Our team will review your request and respond within 2 business days.
  • If approved, we will provide return instructions. Do not ship the item back before receiving approval.

We reserve the right to request additional evidence before approving an exchange.

6. Warranty

All products sold by GROOV carry the manufacturer's standard warranty. As an authorised reseller in Thailand for brands such as Teenage Engineering, Ledger, Steam Deck (Valve), and others, GROOV will assist with warranty claims within the warranty period.

6.1 General Products Most products carry a 1-year limited manufacturer's warranty from the date of purchase, covering manufacturing defects and malfunctions under normal use.

6.2 Crypto Hardware Wallets Ledger and CoolWallet products carry the manufacturer's standard warranty (typically 1 year). Warranty is void if the device has been tampered with, physically damaged through misuse, or the holographic seal was broken prior to purchase.

6.3 Steam Deck & Gaming Products Steam Deck devices carry Valve's limited warranty. Please refer to the GROOV Steam Deck Limited Warranty page for full terms and the claim process specific to Thailand customers.

6.4 Music & Audio Equipment Studio equipment, synthesizers, and audio interfaces (e.g., Teenage Engineering, Universal Audio, Apogee) carry the respective manufacturer's warranty. GROOV will facilitate warranty service on your behalf where possible.

6.5 Smart Home Devices Smart home products (Google, Apple, Aqara, Amazon) carry the manufacturer's standard warranty. GROOV can assist with claims during the initial support period.

7. Refund Process

Once your return has been received and inspected, we will notify you of the approval or rejection of your refund.

7.1 Approved Refunds

  • Refunds are issued to the original payment method used at checkout.
  • Standard refunds are processed within 5–10 business days.
  • Refunds exceeding 10,000 THB may take 10–30 business days to appear, depending on your bank or payment provider.

7.2 Store Credit (Recommended) We recommend choosing Store Credit instead of a cash refund. Store Credit is processed faster (typically within 1–2 business days) and is issued for the full purchase amount — no deductions for return shipping or processing fees.

7.3 Partial Refunds Partial refunds may be granted at GROOV's discretion in cases where:

  • The item shows signs of use but is otherwise intact.
  • Packaging is missing or damaged.
  • Parts or accessories are missing from the original set.

8. Return Shipping

Customers are responsible for the cost of return shipping unless the item is being returned due to a GROOV error (wrong item sent) or a confirmed defect.

  • Ship returns to the address provided by our support team upon approval.
  • We strongly recommend using a trackable shipping service or purchasing shipping insurance. GROOV is not responsible for items lost or damaged in transit during a return.
  • Original shipping costs paid at checkout are non-refundable. If a refund is issued, the original shipping cost will not be included.

9. International Orders & Special Imports

GROOV ships worldwide. For international orders shipped outside Thailand, all sales are considered final and are non-refundable and non-exchangeable, except in cases of confirmed manufacturing defects or damage in transit.

Products ordered specifically for a customer via international import (special orders) are non-refundable. If a return is accepted by GROOV at its sole discretion, the cost of return shipping to the origin country will be deducted from any refund amount.

10. Order Cancellations

Orders may be cancelled before dispatch. To request a cancellation, contact hello@groov.store as soon as possible after placing your order.

  • If your order has not yet been dispatched, we will cancel it and issue a full refund to your original payment method.
  • If your order has already been dispatched, we are unable to cancel it. You may return the item following the standard return procedure once it has been delivered.
  • Pre-orders may be cancelled up to 48 hours after placement. After 48 hours, pre-order cancellations are subject to our standard Non-Returnable Items terms.

11. Late or Missing Refunds

If you have not received your refund within the stated timeframe:

  • Check your bank account or credit card statement again.
  • Contact your bank or payment provider — processing times vary and there is often a delay before a refund appears.
  • If you have done all of the above and still have not received your refund, contact us at hello@groov.store with your order number and we will investigate.

12. Contact Us

For all return, exchange, warranty, and refund enquiries:

Email: hello@groov.store Website: groov.store Address: GROOV Information Aesthetics, 61/33 Moo 6 Sao Thong Hin, Bang Yai, Nonthaburi 11140, Thailand

We aim to respond to all enquiries within 1–2 business days (Monday–Friday, excluding Thai public holidays).

GROOV reserves the right to update or modify this policy at any time. Changes will be posted on our website at groov.store. Last updated: 28 April 2026.