Refund policy
The Short Version
You have 30 days from delivery to request a return on eligible items. Items must be new, unused, and in original packaging with everything that came in the package.
Returns are free: every package includes a prepaid return label, there is no restocking fee, and nothing is deducted from your refund. Exchanges are accepted. Approved refunds go back to your original payment method via Shopify Payments. We issue the refund within 5 business days of the day your return reaches us, inspection included.
How to Start a Return
- Email contact@Groply.store with your order number, the item, and the reason.
- We reply within 1 business day with an RMA number and return instructions.
- Ship the item back within 7 days of the RMA being issued, with the RMA number on the outside of the parcel. An RMA expires 7 days after it is issued. If it lapses, email us and we will reissue it. A missed shipping window never costs you your refund, as long as you requested the return inside the 30 days.
Please request an RMA before you ship so we can match the parcel to your order quickly. A return sent within the 30-day window without one is still accepted, but it may take longer to process. Never write on or tape a label to the product's own retail packaging. Ship it inside an outer mailer or box so the item stays resalable.
Who Pays Return Shipping
| Reason | Return shipping | Restocking fee |
|---|---|---|
| Defective, damaged, or wrong item sent | We pay (prepaid label) | None |
| Not as described on our product page | We pay | None |
| Arrived after our stated delivery window | We pay | None |
| Changed your mind / no longer needed | We pay (prepaid label) | None |
| Ordered the wrong item or size | We pay (prepaid label) | None |
| Parcel refused at the door and never accepted | We pay | None |
Returns are free for every reason in the table above, including change of mind. Nothing is deducted from any refund, whatever the reason for the return: no original shipping cost, no return shipping, and no restocking fee.
A parcel you refuse at the door and never accept is refunded in full, with no return-shipping charge, no restocking fee, no deduction, and no RMA needed. A parcel you accept and then send back is a normal change-of-mind return, and is just as free.
Every delivery includes a prepaid return label. Use it for any return and drop the parcel with the carrier named on the label. There is nothing for you to pay. If the label is missing, email us and we will send one free of charge.
Condition Standards
This section applies to change-of-mind returns. An item you are returning because it is defective, damaged, wrong, or not as described is never penalized for having been unpacked, assembled, or used: you cannot discover a fault without using the product, and we do not expect you to.
Every change-of-mind return is inspected. We may decline a change-of-mind return for items that are:
- used or worn beyond an initial inspection
- missing parts or anything else that came in the package
- returned without original packaging
- damaged in return transit because they were packed inadequately
If a return fails inspection we email you photos within 2 business days. We ship it back to you free of charge if you ask within 14 days; items unclaimed after that are disposed of.
Not Returnable
- Items damaged by misuse, neglect, modification, or use outside the manufacturer's instructions
- Items for which a return was requested more than 30 days after delivery (the return window applies to your request, not to the date the item reaches us)
Nothing in this list limits your rights when an item is defective or not as described.
Refunds
Refunds are issued through Shopify Payments to the original payment method only. We cannot refund to a different card, a bank transfer, or a third party.
| Step | Timing |
|---|---|
| Return received → inspected and refund issued by us | Within 5 business days |
| Refund appears on your statement | A further 3–10 business days, set by your bank |
We email you the moment the refund is issued. If nothing has arrived 10 business days after that email, contact your card issuer first, then email us with your order number.
Store credit is always optional, never a substitute for a refund you are owed.
Exchanges
For a different item or size, the fastest route is to place a new order and return the original. This stops the replacement selling out while your return is in transit. For defective or wrong-item cases we ship the correct item immediately at no charge, and the original goes back with the prepaid return label included in your package.
If you would rather we handled it as a direct exchange, say so when you request your RMA and we will confirm any difference in price before we ship.
Defective Items and Warranty
Report a defect within 30 days of delivery for a free replacement or full refund, your choice. Send photos or a short video of the fault.
After 30 days and until 12 months from delivery, our Groply Limited Warranty covers you if a manufacturer refuses a warranty claim because we are not its authorized dealer (see our Warranty policy for the full terms). Items are also covered by any manufacturer's warranty for whatever period that manufacturer states. Manufacturer terms differ by brand and by product. The manufacturer's term in the documentation in the box, or on the product page where one is shown, is the one that applies. We are a retailer, not the manufacturer: we do not set, extend, shorten, or guarantee manufacturer warranty periods. Where the product has a manufacturer's warranty, contact the manufacturer directly with your proof of purchase; if they ask for retailer details, email contact@Groply.store and we will supply your invoice and any documentation they need.
The repair, replace, or credit decision is the manufacturer's, not ours. We do not promise that a manufacturer will honor a claim, because we are not an authorized dealer for, or affiliated with, any of the brands we carry. If a manufacturer refuses your claim because of where you bought the product, come back to us: our Warranty policy sets out what we cover and for how long.
Cancelling Instead of Returning
Orders that have not dispatched can be cancelled free of charge (see our Cancel order page). Once an order dispatches it can no longer be cancelled: it is handled either as a refused delivery or as a return. Both are free, with a full refund and nothing deducted; see Who Pays Return Shipping above.
If We Made the Mistake
Wrong item, missing item, or a duplicate shipped? Tell us within 30 days of delivery. We fix it at our cost: the correct or missing item ships free, and anything sent in error goes back with the prepaid return label included in your package. You are never charged a restocking fee for our error.
Before You File a Chargeback
Please contact us first. Almost every dispute resolves faster directly. Once a chargeback is open, our payment processor may not let us send a separate refund until your bank closes the dispute. Contacting us first never limits your right to dispute a charge with your card issuer.
Contact
Groply
Business address: 945 Southside Pl, Nashville, TN 37203, United States. Returns go to the address printed on the prepaid return label.
Email: contact@Groply.store
Hours: Monday–Friday, 9:00 AM – 6:00 PM CT