Refund policy
Return Policy
Dr. Groot provides a 30-day return period, allowing customers to request a return within 30 days from the date the order is delivered.
Eligibility Criteria
To qualify for a return, products must be returned in the exact condition in which they were received — unopened, unused, and in their original packaging. Due to health, hygiene, and safety requirements, hair care and scalp treatment products that have been opened or used are not eligible for return. All return requests must be accompanied by valid proof of purchase.
How to Request a Return
Return requests must be submitted through the store’s official customer support channel. Once authorization is granted, customers will receive clear instructions regarding the return process and the appropriate return address. Items returned without prior authorization will not be accepted.
Damaged, Defective, or Incorrect Products
Please review your order as soon as it arrives. If a product is delivered damaged, defective, or incorrect, customers must contact us promptly so the issue can be reviewed and resolved accordingly.
Items Not Eligible for Return
For hygiene and safety reasons, hair care products that have been opened or used cannot be returned. In addition, the following items are not eligible for return:
- Promotional or discounted items
- Gift cards
- Limited-edition products or bundled sets
If you have questions about a product prior to purchase, we recommend reviewing the product details carefully before placing your order.
Exchanges
The most efficient way to receive a different product is to return the original item, provided it meets the return eligibility requirements. After the return is approved, a new order may be placed separately.
European Union – 30-Day Right of Withdrawal
For orders shipped to countries within the European Union, customers have the right to cancel or return their order within 30 days of receipt, for any reason. Returned products must remain unopened, unused, and in their original packaging, and proof of purchase must be provided.
Refunds
Once the returned item is received and inspected, customers will be informed whether the refund has been approved or declined. Approved refunds will be issued to the original payment method within 10 business days. Please note that processing times may vary depending on the payment provider or financial institution.