Thanks for shopping with Gruff. We always attempt to process your order within 24 hours, however orders placed over holidays or weekends may take a little longer due to the location and nature of our business. Once your order is processed you will receive an order confirmation followed by a shipping confirmation.
Standard shipping is 3 to 5 business days and our courier pickup days are traditionally Tuesday and Thursday. We ship to most countries in the world, and are happy to help if you’re somewhere off the beaten track. If you have any more questions about shipping or need assistance for any orders, please contact us.
At Gruff our goal is to have every product reach you in perfect condition, just how we (and nature) intended it. If you experience a problem with any Gruff product, we will do our best to resolve the issue. We take every effort to ensure the quality of our products and that your purchase arrives to you in perfect condition. Should you experience a problem with your order we will do our utmost to resolve any issue.
At Gruff we stand behind everything we do. Our products. Our ingredients. Our suppliers. We are constantly looking at ways to improve and provide the best quality grooming products in the world, to the world. We also value our customers and our service and realise that sometimes things don’t go as planned. That’s why we also accept product returns within 30 days of purchase.
1. Products are eligible for a refund if you decide you don't want the item, it didn't meet your expectations or if it causes a reaction to your skin type.
2. You will be responsible for the return mailing/shipping costs. Please note we cannot refund postage and packaging unless goods are deemed to be faulty.
3. Returned items are subject to inspection by one of our staff members. All product parts, pieces, printed materials, promotional items, accessories and any original product packaging must be returned. Returned products may not be altered, over 50% used or damaged.
4. Multiple/continual return requests for the same products are subject to review by Gruff We reserve the right to deny multiple refunds on products purchased and returned more than once.
5. We are not responsible for return packages that may be lost or damaged in transit. It is recommended that you choose a method of shipping with tracking and insurance.
6. We ask, if you purchased the product from a Gruff retailer or stockist that you contact them in the first instance to discuss the return.
7. If you purchased the product from Gruffsoap.com or direct from Gruff HQ and wish to discuss a return or refund, please follow the steps below.
HOW TO RETURN A PRODUCT AND REQUEST A REFUND:
If you purchased the product from Gruffsoap.com or direct from Gruff HQ and wish to discuss a return or refund - please email us at firstname.lastname@example.org with your first and last name, the product name, the issue you have with it, and where you purchased the product from within 30 days of purchasing the product. We will then tell you where to send the product and give more information on the pending refund.
1. Cancellations can be made by request provided the order has not been shipped. A full refund including shipping will be made.
2. If you wish to cancel after the goods have been shipped, you must return the goods unused and undamaged to claim a full refund less shipping costs.
PRICING, AVAILABILITY & CUSTOMS
All prices are in New Zealand dollars and postage/courier is not included in the purchase price. Our prices may vary at times due to fluctuating exchange rates and variations in silver and gold prices.
The prices shown in currencies other than New Zealand dollars are an estimate only. Gruff uses New Zealand dollar prices on all products which are converted using rates provided by xe.com into the currency you selected on a product page. Final check out will be in New Zealand dollars and any conversion to your local currency will be made by corresponding banks. Conversion rates may vary depending on your bank.
Gruff has no control over any customs or import duties that could be charged when the package reaches your destination. Please consider that when converting our prices to other currencies or when charging to a credit card there could be a slight variation in price. This could be between 2 and 5 per cent due to fluctuating exchange rates and credit card company charges.
All items are subject to availability. We will inform you as soon as possible if the goods you have ordered are not available. While we aim to hold reasonable stocks of our product range, sometimes in the event of large orders, we may be out of stock of the product you have requested. In this situation we will advise you of an estimated delivery time.
We collect information from you when you register on the site, place an order, enter a competition or giveaway, respond to a survey or communication such as e-mail, or participate in another site feature. When ordering or registering, we may ask you for your name, e-mail address, mailing address, phone number, credit card information or other information. You may, however, visit our site anonymously.
Do we disclose the information we collect to outside parties?
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information unless we provide you with advance notice, except as described below. The term "outside parties" does not include our business. It also does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential.
We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others' rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.