posted this on February 28, 2014, 14:01
Returning an item to a Goods merchant
Note: This only applies to items sold and fulfilled by our marketplace merchants. For information about our returns, please see the Groupon Goods Returns Policy.
HOW TO RETURN ITEMS TO GROUPON GOODS If you change your mind about your order, please get in touch with Groupon Goods to enquire about the returns instructions within 7 working days. Goods need to be returned unused and in its original packaging, within 7 days of receiving the item. Delivery and handling charges for returning unwanted items within the “cooling-off” period (7 days) are for the buyer’s account.
However, if you receive an item that is different to what was described, or is clearly in a worse condition than was indicated (e.g. you've received a used item in circumstances where the item was described as new), please report this within 7 days of receiving the item, and return the item to Groupon Goods in the same condition you received it, within 7 days of receiving the item. To ensure the safe return of the merchandise, we advise you to use a trackable delivery service.
As described in the Terms of Sale and in accordance with the ECT CPA Act, Section 16, you have up to 7 working days, starting the day after you receive your product to cancel and return your order in the original packaging, using our Online Returns Centre, unless the fine print of the deal states the product cannot be returned.
In accordance the ECT CPA Act, Section 16, as a consumer you have the following rights to return items:
A general right to return;
Entitled to a ‘cooling off period’ - seven working days after delivery;
May return for any reason, without penalty;
However, items must be returned in the original packaging.
The consumer will be liable for the costs of returning the goods. The refund or credit awarded will exclude the transport cost.
How to return a product
You must follow the process below to return a product.
Online Returns Process:
Pack up your returned product, ideally in the original packaging; be sure to enclose all parts and instructions; please enclose your original delivery note (this will make processing your refund easier).
For logging an online collection please follow the process:
Have your online email confirmation of a Groupon purchase handy that indicates the Security Code Voucher / alternatively your online tracking email confirmation with Tracking Number.
Complete your details and click the top left hand “Submit” button to send your request.
We will send you your confirmation with a further link to update a suitable date and time for your collection.
Print a waybill copy as proof.
Be available to sign for the collection at the agreed time. Please be aware that this time may be scheduled by the courier who may contact you via email or phone.
Please retain proof of your collection and your refund, credit or replacement will be processed within 30 days.
Groupon Goods can only accept returns of products sold by Groupon. Any items accidentally returned to Groupon Goods cannot be re-sent to the customer. Groupon Goods will not be responsible for these items.
REFUNDS Once Groupon Goods receives your parcel, we will reimburse the item price and the delivery costs (if any) paid by you when ordering the item. Please note, it takes a time to process refunds, as liaising with the merchants lengthens the whole process, but we aim to process your refund within 14 days of receiving your item.
Specific policies by product category:
While the fine print of a deal will always identify if a product cannot be returned, below is a list of products that may have returns or other limitations.
All baby items need to be returned in original and new condition. If, upon inspection, the items appear to be used, worn or without tags, Groupon Goods will not be able to process your return.
Mattresses & Bedding
For hygiene reasons we cannot accept returns on any opened mattresses or bedding. Bedding items include duvets, pillows, mattress toppers, etc.
We cannot accept returns on any pierced body jewellery such as earrings for hygiene reasons.
Food, beverages & Flowers
We do not accept returns on perishable items such as food, beverages and flowers.
Clothes, Shoes & Watches
Clothes must be returned unused and in a resalable condition with all tags. If, upon inspection, clothes appear to be worn or without tags, Groupon Goods cannot accept returns. We cannot accept returns on certain types of clothing such as underwear, swimwear and control wear for hygiene reasons.
Health & Beauty
We cannot accept returns on items where packaging seals have been broken due to hygiene and safety reasons.
Furniture – outdoor & Indoor
We are unable to accept returns on any self-assembly products that have been partially or fully assembled, unless such products are defective or faulty. We try to provide accurate measurements on our deal page and we are unable to accept returns where furniture will not fit through the doors at the delivery address. Products must be undamaged and unused.
Books can be returned in new condition.
CDs & DVDs
We cannot accept returns on CDs, DVDs or Software programmes if the plastic wrapping and/or security seal has been broken or of any digital downloads.
Periodicals & Magazines
We cannot accept returns of periodicals and magazines.
In order to protect your privacy and other interests in data, please delete all data on returned electronics and reset the products to factory settings. Groupon Goods is not responsible for any data contained on returned items.