We want you to be satisfied with your purchase from Groovy Cigs. This policy explains your rights when buying from us online.
Changing your mind
If you buy from us online, you normally have 14 days from receiving your order to tell us that you wish to cancel it. You then have a further 14 days to return the goods. You do not need to give a reason.
Goods should be returned in their original condition and, where applicable, with seals intact. You are responsible for the cost of returning unwanted goods unless we agree otherwise.
Once we receive the returned goods, we will normally issue the refund within 14 days. Where applicable, we will also refund the cost of our standard delivery service.
Sealed products
For health and hygiene reasons, the statutory right to cancel may not apply to sealed goods once the seal has been broken, where the nature of the product makes it unsuitable for return. This does not affect your rights if the product is faulty, damaged or not as described.
Faulty, damaged or incorrect goods
If an item is faulty, damaged, not as described or does not perform as it should, please contact us. Your statutory consumer rights apply, including rights to repair, replacement or refund where appropriate.
Please do not dispose of a faulty item until we have advised you what to do.
Returning an item
Before sending anything back, please contact:
Include your name, order number, the item concerned and the reason for the return.
We will provide the appropriate return instructions.
Refunds
Approved refunds will be made to the original payment method. Your bank or card provider may take additional time to show the refund in your account.
Nothing in this policy limits or excludes your statutory rights.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at {email} for questions related to refunds and returns.