Refund policy
Below is everything you need to know about returns and exchanges at Real Groovy. Please read carefully, as in-store and online purchases are handled a little differently.
In-Store Returns
Change of Mind
Please choose carefully. We do not offer refunds for change of mind purchases.
If you would like the option of a gift exchange, you must let our staff know before completing your purchase and we’ll do our best to help.
Faulty Goods
If an item is faulty, we’ll meet our obligations under the Consumer Guarantees Act.
This means we will first offer an exchange or replacement.
If that isn’t possible, we’ll provide a refund.
Please notify us or return your item within 2 weeks of the purchase date if you believe it to have a fault.
We have a 2 week return policy.
Gift Exchanges
Gift exchanges must be arranged at the time of purchase. Please let our team know before you pay.
Trade-In Option
If your return doesn’t meet the criteria for a refund or exchange, some items such as LPs, CDs and DVDs may be eligible to be traded back through our second-hand trades department.
For eligible items:
- 60% in-store credit on new items
- 70% in-store credit on second-hand items
- Receipt required
- Trade must be completed within two weeks of purchase
Online Returns (Website Orders)
The Real Groovy website operates separately from our physical store. We accept returns for online orders only in the following situations:
- Goods damaged or faulty prior to delivery
- Goods supplied incorrectly
- Goods damaged in transit (original packaging material required)
- Goods that differ significantly from their website description
If goods are faulty, we will meet our obligations under the Consumer Guarantees Act (1993) and the Fair Trading Act (1986). We’ll first offer an exchange or replacement, and if that’s not possible, a refund.
To start a return, please contact help@realgroovy.co.nz before sending anything back.
Secondhand Playback Issues
If you’re having an issue with the playability of an LP, CD, or DVD, we may ask about your home audio setup before approving a return. All second-hand items are graded and processed manually and should play through correctly.
On the rare occasion you’re not happy with playback quality, please get in touch so we can discuss it. Your turntable, stylus, or audio system can have a big impact on sound quality, and we’ve shared guidance on this in a dedicated blog post.
Returning Your Order
If your return has been approved and you’re organising your own return shipment:
- You are responsible for the courier and tracking
- Delivery timeframes are set by your chosen courier
Please allow a couple of business days for us to respond once your return has been delivered. You’ll receive a confirmation email once your return has been inspected and processed.
Refunds typically take 2 to 3 business days to appear, depending on your bank. If it’s taking longer than this, feel free to reach out and we’ll look into it.
Afterpay Returns
If you paid with Afterpay, we’ll refund the item and Afterpay will handle the rest. Any amount already paid will be refunded to your bank account and future payments will be cancelled. Afterpay will keep you updated by email.
Return Address
Please include your order number inside the parcel and send approved returns to:
Real Groovy Website
PO Box 91285
Auckland 1010
New Zealand
Items must be packed securely. Tracking and delivery are the sender’s responsibility.
Need Help?
If you have questions or need a hand with a return or exchange, contact us:
Email privacy@realgroovy.co.nz
Phone +64 9 302 3940
Address 19 Victoria Street West, Auckland
We’re always happy to help where we can.