Refund policy

Returns & Right of Withdrawal

Consumers in the EU have the right to withdraw within 14 days.

The withdrawal period expires 14 days after the day you (or a third party indicated by you) receive the goods. To exercise your right of withdrawal, you must notify us of your decision to withdraw before the 14-day period expires.

To exercise your right of withdrawal please notify us via our contact form or by email at support@grovebags.com.

If you withdraw, you must send back the goods without undue delay and in any event no later than 14 days from the day you notified us of your withdrawal.

Condition of returned items

When you exercise your right of withdrawal, you may handle the goods only to the extent necessary to establish the nature, characteristics, and functioning of the goods (as you would in a physical shop).

If you have handled the goods more than necessary and this has reduced their value, we may make a reasonable deduction from your refund to reflect the loss in value.

Where possible, please return items:

  • unused

  • in the original packaging (if possible)

  • with your order number or other proof of purchase

How to start a return

To request a return, please contact us via our contact form and include your order number and details of the item(s) you wish to return.

We will send you instructions on how and where to send your package.

Please do not send returns without contacting us first, as we may be unable to process them correctly.

Return shipping costs and responsibility

Unless the item is defective, damaged or we have sent the wrong product, you are responsible for the direct costs of returning the goods.

You are responsible for the goods until they reach us. We recommend using a tracked shipping service, such as DHL, and keeping your proof of postage.

If the return is due to a defect, damage or our error, we will cover or reimburse reasonable return shipping costs in accordance with applicable law.

Damages and issues

Please inspect your order when it arrives and contact us as soon as reasonably possible if the item is defective, damaged or if you receive the wrong item(s), so that we can assess the issue and resolve it. 

If you receive a damaged item upon delivery, we recommend that you:

·       Take clear photos of the outer packaging

·       Take a photo of the shipping label

·       Take photos of the damaged item(s) and any inner packaging

Please send the photos and a brief description via our contact form or by email at support@grovebags.com.

Sending this promptly (ideally within a few days of delivery) helps us resolve the issue faster.

Your statutory rights are not affected if you contact us later.

Exceptions to the right of withdrawal

The right of withdrawal does not apply to certain types of goods where permitted by applicable law, including:

  • goods made to the consumer’s specifications or clearly personalised;

  • sealed goods that are not suitable for return for health protection or hygiene reasons, once unsealed after delivery.

These exceptions do not affect your statutory rights if goods are defective or not in conformity with the contract.

Items purchased on sale or at a discount are still covered by the right of withdrawal, unless a legal exception applies as described above.

Exchanges

The fastest way to receive a different product is to return the original product in accordance with this policy and, once your return has been processed, place a new order for the product you want.

Refunds

If you withdraw from the contract, we will reimburse all payments received from you without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. 

This includes the cost of standard delivery (if charged), but not any additional costs if you chose a more expensive delivery option than our standard delivery.

We may withhold the reimbursement until we have received the returned goods or you have provided evidence that you have sent the goods back, whichever is earlier.

Refunds will be made using the same payment method you used for the original transaction, unless we agree otherwise. Your bank or card issuer may take additional time to process and post the refund.

If you have not received your refund within a reasonable time after we have confirmed it has been issued, please contact us via our contact form or by email at support@grovebags.com.

Legal guarantee (EU)

Consumers in the EU benefit from a minimum 2-year legal guarantee for goods that are not in conformity with the contract. The seller is liable for any lack of conformity that existed at the time of delivery and becomes apparent within at least two years from delivery.

If the goods are not in conformity, you may be entitled to have the goods brought into conformity (for example by replacement). If this is not possible or not done within a reasonable time, you may be entitled, where applicable, to a price reduction or to terminate the contract and receive a refund, in accordance with applicable law.

For consumable products (such as plastic bags), the legal guarantee covers lack of conformity (e.g., defects or failure to match the product description) but does not cover normal wear and tear or damage caused by misuse, improper handling, or accidents.

These legal rights apply independently of, and are not limited by, this Returns and Refunds Policy.