Returns & Exchange Policy

We are a digital brand that puts customer experience first and strive to facilitate your purchase with consistent excellent service. We offer a dedicated Product Advisor who will oversee your order and answer any questions you have along the way to ensure that you have a pleasant delivery and return experience. 

CANCELLATIONS

If you want to cancel an order, please contact us within 24-hours of receiving your confirmation email and we will not charge your card. You can cancel an order until the order has shipped.

30-DAY SATISFACTION GUARANTEE AND RETURNS

We want you to love your space. That is why Groms offer a 30-Day return policy, meaning you can return your standard order purchase from Groms, if you are not fully satisfied with your order.

If you decide to return an item, please contact our Product Advisor at support@groms.com or call us at 217.262.6880 and we will ensure the return process as smooth as possible.

We ask you to keep the original packaging for Parcel or Freight Delivery items during this return window in case you are not completely satisfied with your order. Please pack the return item in its original packaging. Groms will send you a shipping label or contact you to arrange a pick-up of the item. We cannot accept returns that have been assembled and are not properly packaged with the original packaging.  We recommend professional installation of all our lighting products. We do not accept returns of lighting products that have been installed.

If the item was delivered to you using our White-Glove Delivery service, we will contact you to schedule a convenient time to come and collect the order for return shipping. 

All returns must be in as-new condition. Groms reserves the right to refuse returns or exchanges of items that are not in as-new condition upon return inspection. We will not accept returns of lighting products that have been installed.

If qualified for a return, we will issue a refund of all charges, with return shipping fees deducted. Any taxes charged will be refunded in accordance with applicable laws. Our Flatrate Return Shipping Fees vary between depending on the item shipping costs. See Return Shipping Fees for details.

Special order items are exceptions to this policy and cannot be returned. These are mostly unique, made-to-order items. Please refer to the product’s detail page to see the conditions for a specific product. Sample sale products are heavily discounted and are final sale items that cannot be returned.

If you decide to return an item, please contact our Product Advisor at support@groms.com or call us at 217.262.6880 and we will ensure the return process as smooth as possible.

EXCHANGES

If you would like to exchange an item from your order, please contact our Product Advisor at support@groms.com or call us at 217.262.6880. Standard Order items can be exchanged for any product of equal value. If you wish to exchange your item for a product of lesser or higher value, a refund or invoice for the difference will be issued, respectively. 

If the item was delivered to you using FedEx, please seal the item in its original packaging and Groms will email you a prepaid return label. The item can then be dropped off at your local post office or FedEx location.

If the item was delivered to you using our White-Glove service, our delivery partner will contact you to schedule a convenient time to come and collect the order for return shipping. 

All returns must be in as-new condition. Once the item is back at our warehouse, it will be inspected to verify that it is in as-new condition. Groms reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the client. We cannot accept returns that have been assembled and are not properly packaged with the original packaging. We will not accept returns of lighting products that have been installed.

Special Order and final sale items cannot be exchanged. If you are not sure if your item is exchangeable, you can refer to the product’s detail page or call a Product Advisor.

DAMAGES

If you receive a damaged, incorrect, or incomplete item with Parcel Delivery, please contact us within three business-days of receiving the delivery. 

Email us at support@groms.com with your order number, contact information, and photos documenting the damages of both the packaging and the product.

If your item is delivered using our White-Glove Delivery, an authorized adult must be home during your delivery window to inspect and sign for your item(s). In the event that you discover any product defects during your White-Glove Delivery, please contact us immediately. Our delivery partners will endeavor to make light repairs on-site or—in the event that damages are more significant—your personal Product Advisor will contact you to determine the best solution.

If you have any further questions about Groms Returns and Exchange Policy, please reach out to our team of Personal Product Advisors online at support@groms.com or via phone at 217.262.6880.

Pricing and Information Disclaimer

Groms goal is to provide accuracy in all prices, delivery rates and other information. All prices are in US dollars and are subject to any applicable taxes according to state and local laws. Availability, prices and delivery rates are subject to change. There may be errors in the prices, descriptions or images of certain merchandise, and we reserve the right to restrict orders of those items and correct any errors, inaccuracies or omissions.

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