Refund policy
Return Policy
Dr Groot offers a 30-day return window, allowing customers to request a return within 30 days from the date the order is marked as delivered.
Eligibility Criteria
To be eligible for a return, products must be in the exact condition in which they were received — unopened, unused, and sealed in their original packaging. Due to strict health, hygiene, and consumer safety standards, hair care and scalp treatment products that have been opened, tested, or used cannot be returned.
All return requests must include valid proof of purchase.
How to Request a Return
Return requests must be submitted through our official customer support channel at:
📧 contact@helpdrgroot.store
Once your request is reviewed and approved, you will receive detailed instructions regarding the return process and the correct return address. Items sent back without prior written authorization will not be accepted.
Damaged, Defective, or Incorrect Products
Please inspect your order immediately upon delivery. If you receive a product that is damaged, defective, or incorrect, contact us promptly so we can evaluate the issue and provide an appropriate resolution.
Items Not Eligible for Return
For hygiene and safety reasons, opened or used hair care products are not eligible for return. Additionally, the following items cannot be returned:
- Promotional or discounted items
- Gift cards
- Limited-edition products or bundled sets
If you are uncertain about a product before purchasing, we recommend carefully reviewing the product description and specifications prior to placing your order.
Exchanges
The most efficient way to receive a different product is to return the eligible item first. Once the return has been approved, a new order may be placed separately for the replacement product.
European Union – 30-Day Right of Withdrawal
For orders delivered within the European Union, customers are entitled to cancel or return their order within 30 days of receipt, in accordance with applicable consumer protection regulations.
Returned items must remain unopened, unused, and in their original packaging, accompanied by proof of purchase.
Refunds
After the returned item is received and inspected, you will be notified whether your refund has been approved or declined.
If approved, refunds will be processed to the original payment method within 10 business days. Processing times may vary depending on your payment provider or financial institution.
If you have not received your refund after 15 business days from approval, please contact us at:
📧 contact@helpdrgroot.store