Refund policy

Return Policy

Last updated: October 28, 2025

This Return Policy applies to all purchases made through Dr. Groot. (“we”, “us”, or “our”). By placing an order, you agree to the terms outlined below.

1. 30-Day Return Period

Dr. Groot offers a 30-day return window. Customers may request a return within 30 days from the date the order is marked as delivered according to the carrier’s tracking information.

2. Eligibility Criteria

To qualify for a return, items must:

  • Be unopened, unused, and in original sealed packaging;
  • Be in the same condition as received;
  • Include valid proof of purchase.

Due to hygiene, health, and safety regulations, opened or used hair care or scalp treatment products are not eligible for return.

3. Return Authorization Process

All return requests must be submitted by contacting our official support team at contact@supportdoctorgroot.store.

Returns sent without prior written authorization will not be accepted. Once approved, detailed return instructions and the appropriate return address will be provided.

4. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product, you must contact us within 48 hours of delivery with supporting photographic evidence. We will review the claim and provide an appropriate resolution, which may include replacement or refund at our discretion.

5. Non-Returnable Items

The following items are not eligible for return:

  • Opened or used hair care products;
  • Promotional or discounted items;
  • Gift cards;
  • Limited-edition or bundled products.

6. Exchanges

We do not offer direct exchanges. Customers must return the eligible item (if approved) and place a new order separately.

7. European Union – Right of Withdrawal

For orders shipped to European Union member states, customers have the right to withdraw from the purchase within 30 days of receipt, provided the item remains unopened, unused, and in original packaging.

8. Refund Processing

Once the returned item is received and inspected, customers will be notified of the refund decision. Approved refunds will be issued to the original payment method within 10 business days.

Processing times may vary depending on the financial institution. Shipping costs are non-refundable unless the return is due to our error.

9. Return Shipping Responsibility

Customers are responsible for return shipping costs unless the return is due to a verified defect or shipping error on our part.