Friedenstraße 63, 97072 Würzburg, Germany

+49 93178483753

Return & Refund Policy

Effective Date: July 14, 2026

At Groakin, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we are here to help.

This Return & Refund Policy explains your rights, our return procedures, and refund process. It is intended to comply with applicable European consumer protection laws, including the EU Consumer Rights Directive, without limiting any mandatory legal rights available to consumers.

1. Right of Withdrawal (EU Customers)

If you are a consumer residing in the European Union or European Economic Area (EEA), you generally have the legal right to withdraw from your purchase within 14 calendar days without giving any reason.

The withdrawal period expires 14 days after the day you (or a third party designated by you, other than the carrier) receive the goods.

To exercise your right of withdrawal, please notify us before the withdrawal period expires by contacting:

Email: guidance@groakin.com

Phone: +49 93178483753

You may clearly state your decision by email or other written communication.

2. Voluntary Return Policy

In addition to any statutory rights that may apply, we accept eligible returns under the following conditions:

Returned products must:

Be returned within 30 days of delivery;

Be unused and unworn;

Be in their original condition;

Include original packaging, tags, and accessories where applicable;

Show no signs of damage caused by misuse.

Proof of purchase or the order confirmation may be required.

3. Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned once opened or worn, unless they are defective or required by applicable law.

These may include:

Earrings that have been worn or removed from sealed packaging;

Personalized or custom-made products;

Gift cards;

Items marked as final sale or non-returnable;

Products damaged through improper use, accidents, or unauthorized repairs.

Nothing in this section affects your statutory rights regarding defective or non-conforming goods.

4. Defective or Incorrect Items

If you receive:

A defective item;

A damaged product;

An incorrect product;

An item missing parts,

please contact us within 7 days of receiving your order.

Please include:

Your order number;

A description of the issue;

Clear photographs showing the problem.

We will review your request and, where appropriate, provide a replacement, repair, partial refund, or full refund in accordance with applicable law.

5. Return Process

To request a return:

Contact our customer service at guidance@groakin.com.

Wait for return instructions and authorization.

Carefully package the item.

Ship the item using a trackable shipping service where possible.

Customers should not return items without receiving return instructions, as this may delay processing.

6. Return Shipping Costs

Where you exercise your statutory right of withdrawal, you may be responsible for the direct cost of returning the goods unless otherwise required by applicable law or unless we have agreed to bear those costs.

If the return is due to:

Our error;

A defective product;

A damaged shipment;

An incorrect item,

Groakin will cover reasonable return shipping costs or provide an appropriate prepaid return solution where available.

7. Refunds

After receiving and inspecting your returned item, we will notify you of the outcome.

If approved, your refund will be processed using the original payment method whenever possible.

Refunds generally include:

The purchase price of returned eligible items;

Original standard delivery charges where required by applicable law.

Any additional delivery services selected by the customer (such as express shipping) may not be refundable unless required by law.

Refund processing times may vary depending on your payment provider but are generally completed within 14 days after approval or after receiving the returned goods, whichever is applicable under law.

8. Exchanges

We currently offer exchanges for eligible products, subject to stock availability.

If you would like a different size, color, or style (where applicable), please contact our customer support before returning the item.

9. Late or Missing Refunds

If you have not received your refund:

Check your bank account.

Contact your credit card provider.

Contact your payment provider.

Allow additional processing time.

If you still have not received your refund, please contact:

guidance@groakin.com

10. Consumer Rights

Nothing in this Return & Refund Policy excludes, limits, or replaces any mandatory consumer rights available under applicable law.

Consumers residing in the European Union continue to benefit from all statutory guarantees and legal remedies provided by applicable consumer protection legislation.