Refund policy

Refund & Returns Policy

Last Updated: June 2026

At TheGromify, we're committed to providing premium grooming products and exceptional customer service. If there's an issue with your order, our team is here to help.

14-Day Support Policy

If your order arrives damaged, defective, incorrect, incomplete, or is confirmed lost during transit, please contact us within 14 days of receiving your order.

To help us resolve your request as quickly as possible, please include:

Your order number
A brief description of the issue
Clear photos or videos of the product and packaging (if applicable)

You can contact our support team at:

support@thegromify.com

Refunds & Replacements

Depending on the circumstances, we may offer:

A replacement product
A partial refund
A full refund

Each request is reviewed individually to ensure a fair resolution.

Order Cancellations

Orders may be cancelled free of charge before they have entered processing.

Once an order has been processed or dispatched, it can no longer be cancelled.

Returns

Due to the nature of our products and our international fulfilment process, we do not accept returns unless authorised by our support team.

If a return is approved, we'll provide detailed instructions on how and where to send your item.

Returns sent without prior authorisation may not be accepted.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

Opened or used grooming products
Opened skincare products
Personal care and hygiene products that have been opened or used
Gift cards
Clearance or final sale items (unless required by applicable law)

Change of Mind

We do not offer refunds or returns for:

Change of mind
Ordering the wrong item
Ordering the wrong size or colour
Normal wear and tear
Minor packaging damage that does not affect the product

Please review your order carefully before completing your purchase.

Shipping Delays

Estimated delivery times are provided as a guide only.

Delays caused by customs inspections, weather conditions, public holidays, carrier disruptions, or other circumstances beyond our control do not automatically qualify for a refund.

Incorrect Shipping Information

Customers are responsible for providing the correct shipping address during checkout.

TheGromify cannot be held responsible for orders delayed or delivered incorrectly due to inaccurate shipping information provided by the customer.

Refund Processing

Once your request has been reviewed and approved, refunds will be issued to the original payment method.

Please allow 5–10 business days for your bank or payment provider to process the transaction.

Consumer Rights

Nothing in this policy limits or excludes your rights under applicable consumer protection laws, including the Australian Consumer Law where applicable.

Contact Us

If you have any questions regarding your order or this policy, our support team is happy to help.

Email: support@thegromify.com

We aim to respond within 24–48 business hours.