Use code CLOSING50 to recieve 50% off your entire order

Refund Policy


Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Items must be returned in brand new/unworn condition with tags attached. We will accept returns of items that do not fit correctly and swap them for the correct size if available. Alternatively if the correct size is not available we will provide you with a store credit. This does not apply to sale items, special orders or faulty items or after 14 days as our policy states.

Sorry NO refunds on change of mind after purchasing in store. Proof of purchase is required. This is the groundFLOOR refund policy in accordance with the Consumer Guarantees Act as advised by the Ministry of Consumer Affairs.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Items purchased using online Laybuy cannot be returned for a refund but can be returned for an exchange or an online credit.

Refunds or credits will not be given after 14 days with purchases in store or online.


All sale items cannot be returned for a refund, exchange or store credit.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@groundfloor.nz.

Sale items (if applicable)
Only full priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@groundfloor.nz and send your item to: 298 Stafford Street Timaru Canterbury NZ 7910.

Shipping
To return your product, you should mail your product to: 298 Stafford Street Timaru Canterbury NZ 7910

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.