RETURNS AND REFUNDS POLICY
Last Updated: [26/06/2026]
1. Overview
At GRŌMO Men, customer satisfaction is important to us. We strive to provide high-quality grooming products and excellent service.
This Returns and Refunds Policy outlines your rights and our procedures regarding returns, exchanges, and refunds in accordance with applicable South African consumer protection laws, including the Consumer Protection Act, 2008 (CPA).
2. Returning Defective or Damaged Products
If you receive a product that is:
- Defective
- Damaged during delivery
- Incorrectly supplied
- Not as described
Please notify us within 7 days of receiving your order.
To initiate a return, contact us with:
- Your order number
- A description of the issue
- Clear photographs of the product (where applicable)
Once the issue has been verified, we may offer:
- A replacement product
- A repair (where applicable)
- A full refund
The choice of remedy will be determined in accordance with the Consumer Protection Act.
3. Change of Mind Returns
We understand that sometimes customers change their minds.
If you wish to return a product for reasons unrelated to defects or errors, you may request a return within 7 days of receiving your order, subject to the following conditions:
The product must:
- Be unused
- Be unopened
- Be in its original packaging
- Be in a resalable condition
Customers are responsible for return shipping costs unless otherwise agreed.
Once the returned product has been inspected and approved, a refund may be processed less any applicable delivery or handling costs.
4. Non-Returnable Products
For hygiene, health, and safety reasons, the following products may not be returned unless they are defective:
- Opened beard oils
- Opened beard creams
- Opened grooming products
- Products showing signs of use
- Personal care items that have been unsealed after delivery
This restriction helps protect all customers and maintain product integrity.
5. Incorrect Orders
If you receive the wrong product, please notify us within 7 days of delivery.
We will arrange collection of the incorrect item and deliver the correct product at no additional cost to you.
6. Refund Process
Approved refunds will be processed using the original payment method whenever possible.
Refund processing times may vary depending on:
- Your payment provider
- Your bank
- Payment processing systems
Please allow up to 10 business days after approval for the refund to reflect.
7. Delivery Charges
Delivery fees are generally non-refundable unless:
- The product was defective
- The wrong product was supplied
- The return resulted from an error on our part
8. Return Shipping
Where a return is approved due to:
- A defective product
- Incorrect order fulfilment
- A verified error by GRŌMO Men
We will cover reasonable return shipping costs.
For change-of-mind returns, customers are responsible for return shipping expenses.
9. Product Allergies and Sensitivities
Customers are responsible for reviewing product ingredients before use.
If you have known allergies or sensitivities, we recommend performing a patch test before full application.
Refunds will not be granted for allergic reactions resulting from known ingredient sensitivities unless the product is defective or incorrectly labelled.
10. How to Request a Return
To request a return, please contact us with:
- Full Name
- Order Number
- Contact Details
- Reason for Return
- Supporting Photos (if applicable)
Contact Details:
GRŌMO Men
Email: [Insert Email Address]
Phone: [Insert Phone Number]
Website: [Insert Website URL]
11. Consumer Rights
Nothing in this Returns and Refunds Policy limits or excludes any rights afforded to consumers under the Consumer Protection Act, 2008 or any other applicable South African legislation.
Customers retain all rights provided by law.
12. Policy Updates
GRŌMO Men reserves the right to amend this Policy at any time.
Any updates will be published on this page and become effective immediately upon publication.