Contact admin@allgroom.co.nz for any questions or enquiries.

100% NZ owned and operated

Returns & Guarantees

Returns Policy

On the rare occasion that a product is faulty or fails to meet your expectations, AllGroom agrees to provide a refund, product replacement or remedy as per below. If you intend to return an item for replacement, you MUST contact us to attain a Return Authorisation number. Failure to do so means we will be unable to take any action.

AllGroom respects and understands your rights and all replacements and refunds are subject to the Consumer Guarantees Act.
To be covered as a consumer, the use of AllGroom products will be for personal, domestic or household purposes. The Consumer Guarantees Act does not cover any products used for commercial purposes.

We honour the Consumer Guarantees Act and any relevant consumer rights legislation. 

*AllGroom reserves the right to determine if a product is received in resaleable condition and approve/decline a replacement accordingly.

If you believe you have a faulty product you need to purchase an inspection fee. Click here to view details.

I have received the wrong item(s)

In the unlikely event where you have received the wrong item by mistake AllGroom will replace it with the correct item. To receive your replacement: 

1. First, contact us and explain your situation within 5 - 7 days of receiving your order.
2. You will then be issued a Return Authorisation number and sent a self-addressed prepaid courier bag. The original item needs to be sent back to AllGroom in mint condition (unopened and packaging intact) within 2 days of delivery.
3. Your replacement will be sent at no extra shipping cost.

If you return goods to AllGroom with no Return Authorisation number, we will be unable to take any action.
Note: If you have ordered the wrong item, we can not provide a refund. 

I have ordered the wrong item(s)

If you have ordered the wrong item by accident, contact us
1. First, contact us and explain your situation immediately within 5 - 7 days of receiving your order.
2. You will then be issued a Return Authorisation number a return address to send  your item(s) back to. The original item needs to be sent back to AllGroom in mint condition (unopened and intact) within 5 - 7 days of delivery.

Please order carefully. If you have ordered the wrong item you will be responsible for all freight charges.
If you return goods to AllGroom with no Return Authorisation number, we will be unable to take any action.

My item(s) were damaged in transit

If your item(s) has arrived and has been damaged in transit, you must notify the courier service immediately (withing 24 - 48hrs). We recommend that you photograph the damage to speed up the process.

Failure to notify the courier immediately of transit-damaged goods not only holds up any possibility of a claim being expediently processed, but it may also remove your ability to make a claim.

The item(s) I ordered ARRIVED faulty

AllGroom will test items which have arrived to you 'faulty' and repair or replace items. We pride ourselves on the quality of the goods we provide and they should not arrive faulty. If an item has arrived faulty, follow these steps: 
1. First, contact us and explain your situation  within 5 - 7 days of receiving your order.
2. You will then be issued a Return Authorisation number and sent a self-addressed prepaid courier bag. The original item needs to be sent back to AllGroom immediately.
3. You will then be sent the repaired item or a replacement free of charge.

If you return goods to AllGroom with no Return Authorisation number, we will be unable to take any action.

I have used a product I bought from AllGroom but it is now faulty

We carry a range of spare parts where wear is expected. If items such as clipper blades or scissors are damaged - repair is generally impossible. Please note before any items are repaired we will notify you of costs.

Products which come with a manufacturer's warranty will have this information displayed on or inside the packaging. This warranty provides assurance for manufacturing defects or faults (materials and/or workmanship) for a specified duration valid from your purchase date. AllGroom will not provide repairs or replacements under warranty for any damage due to general use or misuse of an item.

If you require servicing covered by warranty:
1. First, contact us and explain your situation. We will assess and determine if your item will be repaired/replaced under warranty.
2. If approved, you will be issued a Return Authorisation number and sent a self-addressed prepaid courier bag. The original item needs to be sent back to AllGroom immediately.
3. You will then be sent the repaired item or a replacement. Shipping charges may apply.

All remedies will be actioned once the faulty item has been returned and assessed.

I have changed my mind - can I get a refund?

Unfortunately, we do not provide refunds if you have changed your mind and no longer want an item. Please choose carefully.

Order Fulfillment

While we endeavour to keep inventory levels up to date, there may be minor discrepancies between the website and physical stock on hand. In the rare case where an order cannot be fulfilled due to no physical stock (and if a product is shown as "in-stock"), you will be notified via e-mail. Form here, you can choose to either cancel your order and accept a full refund, OR you can choose to proceed with the order and accept delivery when we receive the inventory (you will be provided with an approximate delivery date of your order).

Pricing

Despite our best efforts, a small number of the items in our catalogue may be mispriced.
This could occur under a number of circumstances.  If an item's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.

Re-Stocking Fee

All items returned under warranty for credit will incur a restocking fee. A restocking fee of $30 or 10% of the goods sales value, whichever is greater will be applied.
The restocking fee covers all administrational associated costs for re sale.