Refund Policy

We want you to be satisfied with your purchase. Please read this policy carefully, as it applies to all orders placed with The Groom Lab.

1. Return Period

1.1 You may request a return within 30 days of receiving your order.

1.2 To be eligible for a return:

- The item must be unused and in its original condition
- All original parts, tags, packaging, and accessories must be included
- The item must show no signs of use, wear, alteration, or intentional damage
- Hygiene-related products must remain sealed and unused. This exception applies only where the product was sealed at the time of delivery.

1.3 We reserve the right to refuse returns that do not meet these conditions.

2. How to Request a Return

2.1 All returns must be approved in advance.

2.2 To initiate a return, email us at: hello@thegroomlab.shop

Please include:

- Order number
- Full name
- Shipping address
- Reason for return
- Clear photos (if item is damaged, defective, or incorrect)

2.3 For customers requesting a refund for a standard return, a full refund is the primary and default solution. Subject to the customer's agreement, the following alternatives may be offered:

- Replacement of the same or equivalent product
- Store credit for a future purchase

2.4 In all other cases, after assessment one of the following solutions may be offered:

- Refund
- Replacement of the same product
- Store credit for a future purchase

2.5 Once approved, we will provide the correct return address.

2.6 Do not send items to the address listed on the package. Unauthorized returns may be refused.

3. Return Shipping

3.1 We pay return shipping if the item is defective, damaged on arrival, or if we sent the wrong product.

3.2 You pay return shipping if you simply changed your mind or your furry friend wasn't a fan.

3.3 Approved returns are shipped to our designated fulfillment warehouse. The exact return address will be provided upon approval.

3.4 We strongly recommend using a trackable shipping method and keeping proof of shipment.

3.5 The Groom Lab is not responsible for lost return shipments without tracking confirmation.

4. Refunds

4.1 Refunds are processed only after the returned item has been received and inspected.

4.2 We reserve the right to withhold the refund until the returned item has been received and verified. If the returned parcel does not contain the original product, or contains a product in a condition indicating unjustified reduction in value, we reserve the right to partially or fully refuse the refund.

4.3 Refunds will be issued to the original payment method.

4.4 Refunds are processed within 7 business days after inspection.

4.5 Original shipping costs are non-refundable unless required by law.

4.6 If the returned item does not meet the return conditions outlined in Section 1.2, the refund may be refused.

5. Defective, Damaged, or Incorrect Items

5.1 Please contact us within 30 days of delivery if you receive a defective, damaged, or incorrect item.

Please provide:

- Order number
- Description of the issue
- Clear photographic evidence

5.2 If the issue is verified:

- For defective or damaged items — we will send a replacement free of charge. You will not be required to return the defective product.
- For incorrect items (different from what was ordered) — we will send the correct item free of charge. You will not be required to return the original. This does not apply to wrong size or variant selections made by the customer at the time of ordering.

5.3 If no defect or error is found upon review, we reserve the right to refuse refund or replacement.

6. Exchanges

6.1 We do not offer direct exchanges.

6.2 If you wish to change an item (for example, wrong size or variant), you must return the original item and place a new order. Return shipping costs are the responsibility of the customer.

6.3 In certain cases, at our sole discretion, we may offer an alternative solution where you may keep the original item and request a different size or variant by paying a reduced reshipping fee. This fee typically ranges between 30–40% of the original product price and covers handling and shipping costs. This option is not guaranteed and is subject to approval. This is an entirely optional alternative — you always retain the right to make a standard return instead. Please contact our customer support team at hello@thegroomlab.shop to check whether this solution can be arranged for your order.

7. Order Changes & Cancellations

7.1 You may request cancellation within 24 hours of placing your order by contacting us via email.

7.2 Once an order has been processed or shipped, it can no longer be canceled or modified.

7.3 Please review your order details carefully before completing checkout.

8. Unclaimed Packages & Delivery Redirects

8.1 During high-volume periods or due to carrier limitations, packages may be redirected to a pickup location at the carrier's discretion.

8.2 If a package is not collected within the carrier's pickup window:

- It is returned to the local carrier depot
- Re-shipment may be requested by paying the original shipping cost
- If re-shipment is declined, the package is returned to our central warehouse

8.3 Once returned to our warehouse, you may choose:

Re-shipment — the item can be shipped again after payment of the shipping fee.

Partial Refund — you may cancel the order and receive 35% of the product price refunded. The remaining amount covers costs already incurred and non-recoverable, specifically: outbound and return international shipping, handling and logistics fees, carrier charges, and restocking costs. Shipping costs are non-refundable.

8.4 Unclaimed packages are not considered standard returns.

9. Lost or Undeliverable Packages

9.1 If a package is confirmed lost due to logistical issues or carrier error, we will send a replacement at no additional cost.

10. Important Information

- All returns require prior approval
- Return shipping costs are generally the responsibility of the customer, except where the item is defective, damaged, or incorrect.
- Items must meet return eligibility conditions
- Refunds are issued only after inspection
- Unauthorized returns may be refused

11. Governing Law

This policy is governed by the laws of the State of Wyoming, United States. By making a purchase, you agree that any disputes will be resolved under Wyoming law, without regard to conflict of law principles. Customers in other states retain any rights afforded to them under their applicable state consumer protection laws.

12. Contact

For any return requests or questions: hello@thegroomlab.shop

© 2026 The Groom Lab