Exchanges, Returns & Refund Policy

At GROOVY, we aim to provide a smooth and hassle-free shopping experience. Please review our Exchange, Return, and Refund Policy carefully before submitting a request.

How to Submit an Exchange or Return Request

All exchange and return requests must be submitted through our Return Prime Portal  within 7 working days of receiving your order.

Return Process

  1. Enter your Order ID and Contact Number in the Return Portal.
  2. Your order details will be displayed automatically.
  3. Select the item(s) you wish to exchange or return.
  4. Choose the reason for your request.

For damaged, defective, incorrect, or missing item claims, customers must upload clear images and/or an unboxing video for verification purposes.

  1. Once your request is submitted, you will be given two return options:

Option 1: Self-Ship to Our Warehouse (Recommended)

You may send the parcel directly to our warehouse using a courier service of your choice.

This option is generally faster and helps process exchanges more quickly.

Option 2: Pickup & Exchange Service

You may request our Pickup & Exchange Service for added convenience. Once your exchange request is approved, we will prepare and dispatch the replacement item.

Our courier partner will deliver the replacement parcel and simultaneously collect the original item from you. The replacement package will include a return flyer and shipment slip, which should be attached to the returned item before handing it over to the rider.

Please ensure the item is properly packed and ready for collection at the time of delivery to avoid any delays in the exchange process.

Exchange Policy

Customers must submit exchange requests within 7 working days of delivery.

Free Exchange (If the Error Is on Our Side)

We will exchange the item without any additional charges if:

  • An incorrect item was delivered.
  • An incorrect size was sent.
  • The item was received damaged or defective.

Customer-Initiated Exchange

If the exchange request is due to:

  • Wrong size selected by the customer.
  • Wrong article/product selected by the customer.
  • Change of preference after purchase.

A PKR 550 exchange fee will be applicable to cover shipping and handling costs.

Return & Refund Policy

We do not generally offer cash refunds.

If your selected exchange item is unavailable, Return portal may provide the following options:

Store Credit

You may choose to receive the value of your returned item as Store Credit, which can be used for placing a new order on our website.

Exchange for Another Item

You may select another product from our store instead of receiving store credit.

If the new item's value is higher than your returned item's value, the price difference can be paid via Cash on Delivery (COD).

Refunds

Refunds are only considered in exceptional circumstances when no suitable exchange or store credit solution can be provided. Approval of refunds remains solely at the discretion of GROOVY.

Conditions for Exchange & Return

To qualify for an exchange or return:

  • The item must be unused, unworn, and unwashed.
  • All original tags must be attached.
  • The item must be returned in its original packaging.
  • Any accessories, inserts, or complimentary items received with the order must also be returned.
  • The item must not show signs of use, damage, stains, washing, perfume, or alteration.

Items that do not meet these conditions may not be eligible for exchange or return.

 

Important Note

To avoid delays in processing, we strongly recommend selecting the Self-Ship to Warehouse option whenever possible, as it is typically the fastest method for completing exchanges and replacements. We reserve the right to reject any exchange or return request that does not comply with the terms outlined above.

For your convenience, the Return Prime Portal is linked here and is also available in the footer section of our website for easy access at any time.