Auckland Region


Shipping daily Mon to Fri


Check our service

Can I return a product I've purchased?

By law we don't have to accept change of mind returns, so before you buy, please check with us first if you're not 100% sure if a product matches your needs. Keep in mind a change of mind return is not the same as a warranty return (for a suspected fault or defect). More details about both, below.

You can also read more about your consumer rights if you change your mind

If the product isn't working like it should:

If a product you bought from us has a suspected fault or defect, we will usually repair or replace it, depending on what's wrong and if it's still covered by the warranty. Our repairer must be given a chance to inspect the item first to determine the cause. Any type of return must be pre-approved, including warranty returns. Read the warranty return guide first then get in touch with us as the next step and we'll get it sorted out for you asap.

If there's nothing wrong with the product:

If there's nothing wrong with the product and you've simply changed your mind or you ordered the wrong product by mistake, you cannot return it for a refund. We might be able to offer a swap return if the customer meets the requirements below.

What's a swap return?

Swap returns depends on AllGroom's pre-approval. Always contact us first to get a swap return pre-approved. This type of return is only approved when the customer agrees with:

  1. Purchasing something else from us to at least the same value or more;
  2. When the original product purchased is 100% brand new, never opened, never used;
  3. The $20 restocking fee.

Shipping is not refunded. Swap returns need to be completed within 7 working days of receiving your order so it's best to let us know right away.


Things to know before you do a swap return

Like any type of return, swap returns must be pre-approved. Contact us before sending products back.

The swap return option cannot be used for products you have opened, tested or used. They must be 100% brand new in every way. If the product present signs of usage or if we're unable to resell it, we will send it back to the customer.

Only send returns to our physical address, not our PO Box. When you get in touch to get your return approved, we'll give you our physical address. Do not post products to our physical address, please use a courier option only.

Return costs must be covered by the customer.

We highly recommend returning products using a track and trace courier option. Many items we sell have a high value and we don't want anything to go missing or get damaged. Package them well so they arrive in brand new condition.

We will invoice you the difference after receiving your return (if in brand new condition) minus restocking fee and shipping.