We want you to feel confident when purchasing from The Groa Presence. If you are not satisfied, you may return your order under the following conditions:

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Return Window

• You have the right to cancel your order within 14 days of receipt without giving any reason.

• After cancellation, you have another 14 days to return the product.

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Return Conditions

• Items must be unused, complete, and undamaged, and returned in their original packaging.

• The original commercial packaging must remain fully intact. If missing or not resaleable, we may deduct up to 20% of the item’s value.

• Returns must always be registered in advance by email to thegroapresence@gmail.com. Please include the return form (downloadable on our website) so that we can identify your package.

• The buyer is responsible for all return shipping costs, including customs duties and fees.

• All returns travel at the buyer’s risk. We strongly recommend using a tracked shipping service and keeping the Track & Trace code. The Groa Presence is not liable for lost or damaged return shipments.

• Use only an outer box for sealing with tape. Do not use duct tape or other strong adhesive directly on the original product packaging.

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Special Conditions

• The right of return expires once the product has been assembled or mounted.

• Sale or discounted items are not eligible for return.

• Business/commercial orders are excluded from the statutory cooling-off period and cannot be returned. These orders are always final.

• Items that do not meet the conditions above will not be accepted and will be sent back to the buyer, with costs fully charged to the buyer.

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Return Address

All returns must be sent within the return period to:

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The Groa Presence
Returns Department
Oudemansstraat 8
8044RL Zwolle
The Netherlands

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Please ensure products are well-packed. Product boxes damaged by labels or tape will not be accepted.

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Refunds

• Once the returned item is received and inspected, we will refund the order amount within 14 days of receiving your cancellation notice, provided the item has been returned in good condition.

• Refunds are issued via the original payment method.

• Initial shipping (which is free to the buyer) will not be deducted, but return shipping costs remain the buyer’s responsibility.

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Non-Returnable Items

• Custom-made or personalized works cannot be returned or exchanged.

• Items that arrive used, damaged (by the customer), or altered after delivery cannot be refunded.

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Damages During Shipping

• If a package arrives visibly damaged, please note this with the courier before signing and contact us immediately.

• If your order arrives damaged, notify us within 48 hours (2 working days) by emailing thegroapresence@gmail.com with photos of both the item and packaging. Without photos, claims cannot be processed.

• After review, we will either offer a replacement (if available) or a refund.

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Complaints

We want you to be satisfied with your purchase. If you have a complaint or your order does not meet expectations, please contact us directly at thegroapresence@gmail.com. We will work with you to find a solution.

If you are not satisfied with the resolution, you may submit your dispute to the Dutch Disputes Committee (SGC).

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Warranty

• All purchases come with a 12-month warranty, starting from the shipping date of the product, unless the manufacturer specifies a different period (in which case that period applies).

• Please email us with a description of the issue and include photos. We will confirm receipt and process your claim.

• If the item needs to be returned to the supplier, the cost of shipping the product to us is the buyer’s responsibility.

• If the product is replaced within 1 year, we will cover the return shipping of the replacement item as a goodwill gesture.

• Shipping costs incurred after 1 year are fully at the customer’s expense.

• Please note: shipping costs (to the store or back to you) are never covered by the manufacturer’s warranty.