I think there's a fault with a product I bought from you. What should I do?
On the rare occasion a product you bought from AllGroom has a fault or defect, or fails to work as described, we will (in this order) try to repair, replace or refund, depending on the authorised repairer diagnose.
It will mainly depend if the product is new and if it's still within the warranty period. Do not attempt to repair the item yourself, as it may void your warranty, be unsafe, or make the problem worse. Do not send a product under warranty to another repairer. Warranty repairs need to be looked after by the retailer you purchased the product from. Do not continue to use a faulty or defective product as it may be unsafe, void the warranty, or make the problem worse.
How long is the warranty period?
Most electrical items, such as clippers, trimmers and dryers, come with a 12 month warranty covering manufacturing faults or defects.
What does the warranty cover?
The warranty covers manufacturing faults or defects. It doesn't cover normal wear and tear, or issues caused by incorrect use or incorrect storage. A warranty doesn't normally cover accessories like blades, or common wear and tear parts like cords, blade drives, or carbon brushes.
However, even if you suspect the issue might be with an accessory, or could be due to wear and tear, there's no harm in asking. We may still be able to assist. If you're not sure when you purchased the item, we can try look that up for you.
What's the warranty returns process?
Step 1: Get in touch. Tell us what's wrong. We'll check you're covered by the warranty and get your return approved.
Step 2: We'll usually either send you a prepaid courier bag to return your item to us at our cost, or for oversize items, we'll usually arrange a courier to come collect it at our cost.
Step 3: Once received, we'll get it checked by the authorised repairer. Depending on what's wrong, we'll usually repair, replace or refund. For repaired or replaced items, we'll then send them back to you at our cost.
How long do repairs usually take?
Normal turn-around is approximately 10 working days from when we receive your product. Please bear in mind that this time is subject to availability of any required parts (if being repaired), stock levels (if being replaced) and courier delivery times. That's only an estimated time.
Can you send a replacement before I return the product?
We can't replace or refund an item that has not been checked by the authorised repairer first. Warranty returns need to come to us first. Whether the remedy is a repair, replacement or refund, it's essential that the authorised repairer is given a chance to inspect the item first.
Where are repairs done?
We have authorised repairers in New Zealand for all the brands we sell. We don't send products overseas to be repaired. We stock common spare parts, and can source spare parts from our suppliers. We stand by the products we sell and offer service locally so you're up and running again as soon as possible.
Can I choose to have a refund instead of a repair or replacement?
A refund can only be provided only when a product's unable to be repaired or replaced first in a reasonable time-frame.
How long do refunds take?
We process refunds very quickly, usually the same day the refund's approved. Refunds go back on to your method of payment for the original order. Credit card refunds are processed the same day, and can take 2 to 3 working days to show at your end depending on your bank.
Does the Consumer Guarantees Act apply?
Yes, products bought from AllGroom for consumer use are covered by the Consumer Guarantees Act. Please note that products used for business purposes are not covered by the Consumer Guarantees Act, but as your supplier, we stand by our products and will still look after you following the process outlined above.
What should I do if a product in my order arrives damaged?
If you receive a broken or damaged product, please let us know within no more than 48 hours of delivery and send us an email to firstname.lastname@example.org with evidence of the damage. We can then assist by putting in a claim with the couriers, should the products have been damaged in transit. Please note, failure to contact us within 48 hours will mean that we are unable to proceed with a courier claim.