Refund policy
At Groove Crust, we respect your rights as a consumer and aim to ensure a fair, transparent, and lawful returns and refunds process in accordance with EU and Bulgarian consumer protection legislation.
1. Right of Withdrawal (EU Consumers)
If you are a consumer within the European Union, you have the right to withdraw from your purchase within 14 calendar days without providing any reason.
The withdrawal period expires 14 days from the day you or a third party (other than the courier) receives the goods.
2. How to Request a Return
To exercise your right of withdrawal, you must notify us of your decision by contacting us at:
sales@groovecrust.com
Please include:
- Order number
- Product(s) you wish to return
- Your name and contact details
3. Return Conditions
Returned items must:
- Be unused and in their original condition
- Include original packaging, where possible
We reserve the right to refuse a refund if the returned goods show signs of use beyond what is necessary to establish their nature and functioning.
4. Return Shipping Costs
Unless the return is due to a defective or incorrect item, return shipping costs are the responsibility of the customer, in accordance with EU consumer law.
We recommend using a trackable shipping service, as Groove Crust is not responsible for lost return shipments.
5. Refunds
Once the returned goods have been received and inspected, we will notify you of the approval or rejection of your refund.
If approved:
- The refund will be issued no later than 14 days from the date we receive the returned item or proof of return
- Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed
If payment was made via bank transfer, the refund will be issued to a bank account provided by the customer.
6. Non-Returnable Items
In accordance with EU law, the right of withdrawal does not apply to:
- Sealed audio or video recordings (CDs, vinyl records) once unsealed after delivery
- Digital content supplied in a non-physical form once the download or streaming has begun
- Items made to the customer’s specifications or clearly personalized
7. Defective or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us immediately at
sales@groovecrust.com with your order number and photographic evidence where possible.
In such cases, Groove Crust will cover the return shipping costs and offer:
- A replacement, or
- A full refund, in accordance with applicable law
8. Late or Missing Refunds
If you have not received your refund within the stated timeframe, please:
- Check with your bank or payment provider
- Contact us at sales@groovecrust.com if the issue persists
9. GDPR & Personal Data
Personal data provided during the returns and refunds process is used solely for the purpose of processing your request and is handled in accordance with our Privacy Policy and the General Data Protection Regulation (GDPR).
10. Contact Information
For any questions regarding returns or refunds, please contact us at:
sales@groovecrust.com