Refund Policy
We want you to be happy with your purchase. This policy explains returns, refunds, faulty items and your statutory rights. It applies to all orders placed with The Groom Lab, operated by Golden Season LLC.
1. Our 30-Day Return Policy
1.1 You may request a return within 30 days of receiving your order.
1.2 To be eligible under this policy, the item must be unused, complete and in resalable condition, with all original parts, tags, packaging and accessories included, and showing no signs of use, wear, alteration or damage.
1.3 Sealed hygiene-related products cannot be returned once the seal has been broken. This applies only where the product was sealed on delivery.
1.4 We reserve the right to refuse returns that do not meet these conditions, or to issue a partial refund reflecting the reduced value of the item.
1.5 This is our own policy and is offered in addition to your statutory rights. Where you live in the UK or Ireland, the rights in Section 2 apply alongside it and are not limited by the conditions above.
2. Statutory Cancellation Rights (UK and Ireland)
2.1 If you live in the UK or Ireland, you have a legal right to cancel your order within 14 days of receiving the goods, without giving a reason. Where an order contains several items delivered separately, the period runs from receipt of the last item.
2.2 To cancel, send us a clear statement by email to hello@thegroomlab.shop. Our approval is not required, and there is no form you must use.
2.3 Under this right, the goods do not need to be unused or in their original packaging. You may handle and inspect them as you would in a shop.
2.4 You are liable for any reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning. We assess this on arrival and deduct it from your refund. Where an item has been used substantially, this may reduce the refund significantly.
2.5 You must send the goods back without undue delay and within 14 days of telling us you are cancelling. Sending them within that period is enough.
2.6 We will refund all payments received from you, including the cost of basic standard delivery, within 14 days of receiving the goods back or of you providing proof that you have sent them, whichever is earlier.
2.7 If you chose a delivery option more expensive than our basic standard delivery, we refund only the basic amount.
3. How to Request a Return
3.1 Email hello@thegroomlab.shop with your order number, full name, delivery address, the reason for the return, and clear photos if the item is damaged, faulty or incorrect.
3.2 We will send you the correct return address and a return reference. Please write the reference on the parcel so we can match it to your order and process your refund without delay.
3.3 Do not send items to the address printed on the delivery package. It is not our returns address and your parcel will not reach us.
3.4 All returns are weighed and their contents documented on arrival.
3.5 For a standard return, a full refund is the default outcome. With your agreement we can instead offer a replacement or store credit.
4. Return Shipping Costs
4.1 We pay return shipping if the item is faulty, damaged on arrival, or if we sent the wrong product.
4.2 You pay return shipping if you changed your mind or your pet was not a fan. Our returns centre is located outside the US, UK and EU, so these costs can be significant depending on the service and weight. Please check the cost with your carrier before sending.
4.3 We recommend using a tracked service and keeping your proof of postage.
5. Refunds
5.1 For returns under our 30-day policy, refunds are processed within 7 business days after we receive and inspect the item.
5.2 For statutory cancellations under Section 2, the timings in 2.6 apply. We may withhold the refund until we receive the goods back or you provide proof of return, whichever is earlier.
5.3 Refunds are issued to the original payment method.
5.4 If a returned parcel does not contain the original product, or contains an item in a condition indicating misuse, we may refuse the refund in whole or in part.
5.5 Original delivery costs are refundable where required by law, including statutory cancellations under Section 2. Under our voluntary 30-day policy, original delivery costs are not refunded.
6. Faulty, Damaged or Incorrect Items
6.1 Contact us as soon as possible, and in any event within 30 days of delivery, with your order number, a description of the issue and clear photographs.
6.2 Once verified, we will send a replacement or the correct item free of charge, or issue a full refund. We may ask you to return the original item, and if we do, we pay the return cost.
6.3 This does not apply where you selected the wrong size or variant at checkout. In that case Sections 1 and 2 apply.
6.4 If no fault or error is found on inspection, we may decline a refund or replacement.
6.5 Your statutory rights are unaffected by this policy and continue to apply after the 30 days above:
- UK: under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. You have a short-term right to reject faulty goods within 30 days, and further rights to repair, replacement or a price reduction after that.
- Ireland: under the Consumer Rights Act 2022, you have rights to repair, replacement, price reduction or refund where goods do not conform to the contract.
- Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.
- New Zealand: the Consumer Guarantees Act 1993 applies to goods supplied to consumers and is not limited by this policy.
7. Exchanges
7.1 We do not offer direct exchanges. To change size or variant, return the original item and place a new order.
7.2 In some cases, at our discretion, we may let you keep the original item and send a different size or variant for a reduced reshipping fee, typically 30 to 40 percent of the product price, covering handling and shipping. This is optional, is not guaranteed, and is offered only as an alternative. You always keep the right to make a standard return or to exercise your statutory rights instead. Email us to ask whether it can be arranged for your order.
8. Order Changes and Cancellations
8.1 We begin processing orders quickly so we can ship without delay. Once an order is processed or shipped, changes and cancellations are generally not possible.
8.2 Contact us as soon as possible if something needs changing. If the order has not yet been dispatched we will do our best, though we cannot guarantee it.
8.3 If your order has already shipped, you can return it under Section 1, or exercise your statutory cancellation right under Section 2 if you live in the UK or Ireland.
8.4 If we cannot ship within the time stated at checkout, we will contact you and you may cancel for a full refund.
8.5 Please check your order details carefully before completing checkout. You are responsible for the accuracy of the delivery information you provide.
9. Uncollected Packages and Delivery Redirects
9.1 During busy periods, or where the carrier is unable to deliver, packages may be redirected to a collection point.
9.2 If the package is not collected within the carrier's window it is returned to us.
9.3 Once it reaches us you may choose either re-shipment, on payment of the new shipping cost, or cancellation of the order.
9.4 If you cancel, we refund the full product price. For customers in the US, Canada, Australia and New Zealand we may deduct the outbound and return shipping actually incurred, which is shown to you before you decide. For customers in the UK and Ireland exercising statutory cancellation rights, we refund the product price and basic delivery in full.
9.5 Failing to collect a package is not by itself a cancellation. If you want to cancel, tell us.
10. Lost Packages
10.1 If your package is lost in transit we will send a replacement free of charge or refund the full purchase price. The choice is yours.
10.2 Risk in the goods remains with us until they are delivered to you.
10.3 We investigate with the carrier as quickly as possible and will keep you updated.
11. Misuse of This Policy
11.1 We may refuse future orders where there is reasonable evidence of abuse, including repeated unfounded claims, returning items other than the product purchased, or systematic use of the returns process in a way that plainly departs from normal consumer behaviour.
11.2 This does not affect your statutory rights on any individual purchase.
12. Contact
Email: hello@thegroomlab.shop
Customer service: Monday to Friday, 9am to 6pm Eastern Time
We reply within 24 hours on business days.
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