Refund & Replacement Policy

Last updated: 29 August 2026

Groovy Heart orders are fulfilled in the UAE through our fulfillment partner. Eligible product complaints are handled according to the replacement process used by our supplier.

Replacement eligibility

If you receive an incorrect, faulty, broken or damaged product, please contact us within 30 days of delivery.

• Replacement requests raised within 7 days of delivery are handled without an additional replacement charge.
• After 7 days, and within the 30-day complaint window, additional replacement or handling charges may apply.
• A clear video showing the fault, damage or incorrect item is required for review.
• Please keep the original product box, packaging and all accessories until the case is resolved.

Replacement process

Once the issue is verified, we will provide the applicable return or courier instructions. If a warehouse return is required, the replacement is normally dispatched within approximately 5 working days after the returned item is received. If a courier-managed replacement is arranged, the process can take up to approximately 14 working days.

Change of mind

Replacement is not offered for change-of-mind requests.

Refunds

Under our supplier's policy, eligible product complaints are handled through replacement rather than a cash refund.

Please contact us before sending any item back so we can provide the correct instructions for your case.

Nothing in this policy limits any mandatory rights available under applicable UAE consumer law.