Exchange and refund Policy

Last Updated: 03 March 2025

This Exchange and Refund Policy (“Policy”) governs the terms and conditions under which Groove SL Pvt Ltd (“Company,” “we,” “our,” or “us”) processes requests for exchanges and refunds of products purchased through our e-commerce platform. By making a purchase on our website, you agree to the terms set forth herein.

1. Exchange Policy

Customers may request an exchange under the following conditions,

• All exchange requests must be submitted within seven (7) days from the date of receipt of the product.
• The product must be returned in its original, unused, and unwashed condition, with all tags and packaging intact.
• Exchanges are permitted only for the same product in a different size or color, subject to stock availability.
• The cost of return shipping shall be borne by the customer, except in cases where the product received is defective or incorrect due to our error.
• Products purchased during sales, promotional events, or clearance sales are strictly not eligible for exchange.

Exchange Process

1. The customer must contact our customer service team via WhatsApp 0777884154 and provide order details.
2. Upon approval, the customer shall return the product to the designated return address.
3. After receiving and inspecting the returned product, the Company shall dispatch the replacement item within five (5) to seven (7) business days, subject to availability.
4. Refund Policy

Refunds shall be granted only under the following circumstances,

• The customer has received a damaged, defective, or incorrect item.
• The purchased product is unavailable for exchange due to stock limitations.
• The refund request is submitted within seven (7) days from the date of product receipt.

Refund Process:

1. The customer must submit a request via [customer support email], including order details and images of the defective or incorrect item.
2. Upon verification, return instructions will be provided.
3. After the returned product has been received and inspected, the refund shall be initiated accordingly.
4. Terms and Conditions applied to refunds

• The returned item must be in its original, unused, and unwashed condition, with all original packaging intact.
• Refunds shall be processed via the original payment method within seven (7) to ten (10) business days upon approval.
• Shipping and handling charges are non-refundable, unless the return is due to an error on our part.
• Items purchased under sale, promotional events, or clearance sales are not eligible for refunds.

3. Non-Returnable Items

The following items are strictly non-returnable and non-refundable,

• Customized or personalized items.
• Undergarments and innerwear.
• Items purchased during promotional events, flash sales, or clearance sales.

4. Order Cancellation Policy

• Customers may cancel their orders within twenty-four (24) hours of placing the order to receive a full refund.
• Orders that have already been processed or shipped are not eligible for cancellation.

5. Contact Information

For any inquiries regarding exchanges, refunds, or cancellations, please contact us at:

• Email- groove.sl@yahoo.com
• Phone- +94 777 884 154

The Company reserves the right to modify or amend this Policy at any time without prior notice. It is the responsibility of the customer to review this Policy periodically for any updates or changes.

Thank you for choosing Groove.