What is your returns policy?
Returns Policy:
- As long as the goods are faulty, within 28 days of delivery groovyapple.co.uk will dispatch a replacement as soon as the faulty item is returned.
- You may return your items within 7 days to us for any reason at all for a full refund. These items must be unopened, unused and re-salable.
- After 7 days have passed from the date of delivery, we cannot make full refunds for other reasons; such as you decide you don't want it any more. If it's our fault, we'll fix the problem for you. If it's your fault, then we'll do everything we can, but if the goods are returned to us opened then we cannot make refunds.
- In all cases return shipping charges are at your (the customer) expense.
- If you don't want the goods any more, and you ship them back to us unopened (i.e. still sealed in the box, and never used) within 28 days of ordering then you will receive a refund of the value of the goods, less a restocking charge of £5 or 7% (whichever is greater) per item. If the items arrive unsalable they will be returned to you.
- You must ensure you register your return items just in case they go missing in the post. We cannot be held liable for return items which we did not receive.
- Beyond the 28 day period for faulty products under the warranty period please fill out the Returns Form and fax it back to ourselves for a Return Number. We will do everything we can to resolve your problem as quickly as possible, however, it may need to be sent to the Manufacturer and the speed of return depends on themselves. Please have patience...we will do everything we can.
- If you believe your item is faulty and it is found to not be the case by our technicians the item will be returned to you at your expense.
- Returns must be accompanied by our Returns Form for them to be processed.
- Please note our Returns Address is:
Intouch,
PO Box 217,
Goole,
DN14 7WRAll Returns must be sent to this address with the Returns Form.
- We do not operate a “try-before-you-buy” policy. Any returned products that are not in the sealed box, not faulty and Returned for Credit will incur charges or be returned at the customer's expense.
Examples:
Scenario 1
The item is not required, not been opened and is within the 7 Days Return Policy.
Send it back and as long as the item has not been opened, we will credit the product in full (postage charges will not be credited).
Scenario 2
You have ordered the wrong product, it is unopened and want to change it for the correct one – the item is under 28 days of purchase.
We will credit the item less £5 or 7% of the product value (whichever is greater). If the item arrives unsalable or opened, they will be returned to you.
Scenario 3
Your product is faulty and within the 28 day faulty period.
No problem, we will send a replacement out immediately as soon as we have received and tested the returned item.
What to do:
Do: Fill out the Returns Form.
Do: Send back via Recorded Delivery with the Returns Form and documentation.
Do: Include as much information of the problem as possible (this will speed the Return process to resolve the problem).
Do: Check that it is faulty – read the instructions carefully – any items which are not faulty will be returned at your cost.
Do: Have patience – we will resolve your problem as soon as possible! In some cases the item will have to be returned to the Manufacturer. As soon as they send it back to ourselves, we’ll send it back to yourselves!
What not to do:
Don’t: Send an item back without a Returns Form – this will delay your Return being resolved quickly.
Don’t: Send an item back without being Recorded Delivery – if Royal Mail lose the item, you will not be insured and we are unable to resolve a problem if we have not received an item back.
Don’t: Send without any information, your contact details, address etc. Amazingly this does happen – remember, we are dealing with 100s of orders every day and even if we have been emailed and are expecting it back, we still need information, etc.
What to do now:
- Print out this Returns Form and fill in the detail.
- Send the item back with the Returns Form via Recorded Delivery.
We hope this helps and we will try our best to resolve everything as soon as we can!
You will need Adobe to read the Returns form PDF. If you don't have Adobe, you can download it free from www.adobe.com
Where is my order?
We ship orders daily at noon. Once your order has been passed to Royal Mail it goes beyond our control and we rely on them to deliver to you.
If an item does not arrive, we must wait two weeks before we can claim on the order and re-send your item to you. We know this is frustrating but we cannot change this requirement from Royal Mail.
From time to time things move faster than we do and an item may temporarily be out of stock. These situations are always resolved promptly.
If you have any problems regarding delivery, please email us at orders@groovyapple.co.uk and we'll get back to you promptly!
Does groovyapple.co.uk take orders over the phone?
We operate a fully online, automated service which helps keep our costs down, so we can pass savings on to you in the form of cheaper prices.
We also have a policy of not taking Credit Card details over the phone - we prefer to take payment over a Secure Sever which is the safest method of payment and as such we are unable to offer our customers orders to be taken over the phone.
Full information on Returns is included on our Help page. For any other query, please do not hesitate to contact us via email at help@groovyapple.co.uk and we will reply!
Product/pre-sales advice
Although all of the information we have available to us regarding sales and product information is on our website, many customers ask us if we can give pre-sales advice on issues such as product compatibility, or selection of the best product for your needs.
In accordance with our company policy, we do not give pre-sales advice or technical support.
You should be able to find out all you need to know on our website which contains a great deal of up to date information. If the information you need isn't displayed, then this is normally because it hasn't been made available to us.
If this happens (particularly regarding compatibility), our advice is always to check directly with the manufacturer in question before going ahead and placing your order.
Groovyapple.co.uk company information
Groovyapple.co.uk is part of the Intouch (Guernsey) Ltd Group of Companies.
We are a small Team dedicated to offering the best products possible. We try and use the products ourselves and we hope to offer the best online advice, and help with low prices. Thank you for visiting and we’d love to hear from you!
Does groovyapple.co.uk have a retail shop/store?
Groovyapple.co.uk does not currently have a retail store. We sell online which gives you more convenience and cheaper prices!
Can I pick up the goods from your shop/office?
We do not hold stock at our office. All orders are dispatched from our high tech warehouse. Therefore we cannot accommodate pick up from our offices.
What are the dispatch times?
All parcels are delivered by Royal Mail Service. The service type used will depend upon the value of the product(s) purchased. We dispatch our orders using one or more of the following services: Royal Mail 1st Class, Recorded Post or Special Delivery Service. A signature will be required upon delivery to your address.
We endeavour to dispatch all in stock accessories within 1-2 working days of the order being placed.
Parcels sent to remote parts of the United Kingdom, such as Northern Scotland and part of Northern Ireland and the Isle of Man, etc., may take longer to deliver.
Should you not be available to sign for your package, then Royal Mail will post a card through your letterbox requesting that the package is picked up from your local depot (we cannot accept any instructions to deliver to another address/person such as your next door neighbour, or leaving the package elsewhere)
We deliver via:
£4.50 Royal Mail 1st Class Recorded
£7.00 Royal Mail Special Delivery
£7.00 First Class International Recorded Post (EU)
Orders are processed at 9am and 1pm daily - we dispatch 90% of orders within 24 hours, and 97% within 48 hours. Where an item does not show as out of stock, but has become so, we will send you an email to let you know, and you have the option to cancel.
Please note: People ordering using Special Delivery are buying a faster delivery time - not a faster dispatch time
This is not what I ordered
If you have received what you believe to be is the incorrect item, first refer back to your original email receipt when you purchased the product.
If the item listed and the item in your hand is different then indeed something went wrong! Please do not open the packaging of the item. Return the item and the original receipt to us with a note explaining what you did order and we can rectify the situation promptly for you!
I have received my order but I think it is faulty
If you have received your order but it seems to be faulty, return this to us in original condition with the original purchase receipt email immediately. Include a note to state the issue you are having with the item.
We will assess the item and if it is found to be faulty we will send you a new item to replace the old one. No questions, quibbles or queries.
If the product is older than 28 days you must return direct to the manufacturer for repairs under warranty.
There was no receipt when my order arrived
The email you received when you first purchased the item is your receipt. There will be no hard copy receipt with your order.
If you did not receive this receipt email us at help@groovyapple.co.uk.
I didn't get an email receipt after I ordered
As soon as you place a successful order with groovyapple.co.uk we send you a confirmation email.
The email from us is your receipt and you will not receive one with your package.
If you didn't get this, but got an "order successful" message when you made your payment then either our (or your) email system is not working, or you entered the wrong email address. Plenty of people do. Just send us an email to help@groovyapple.co.uk and we'll fix the problem.
I ordered a few things but only some arrived
From time to time things move faster than we do and an item may temporarily be out of stock. These situations are always resolved promptly. If we are, we will notify you within 12 hours of the order and dispatch the item as soon as we receive the item back in stock. We receive deliveries of stock on a daily basis.
Contact us
Need to know where your goods are?
Email us at orders@groovyapple.co.uk
Need Help?
Email us at help@groovyapple.co.uk
Complaints?
Not feeling the groovyapple.co.uk love? We're sorry about that, but if you email us we'll look to resolve your problem asap.
Email us at notgroovy@groovyapple.co.uk
Loved the service?? Let us know!!!!
Email us at groovy@groovyapple.co.uk
What generation/type of iPod do I have?
4th Generation iPod (Click Wheel) - 4G
3rd Generation (dock) iPod - 3G
mini iPod
1st and 2nd Generation iPod
What does Dock Connector mean?
The term Dock Connector refers to the plug input at the bottom of 3G/4G (3rd and 4th generation) iPods. This is merely referring to the type of iPod you have. Nearly all our items are designed for iPods with a dock connector.
There are four generations of iPod:
- 1 and 2 have firewire inputs at the top.
- 3 is the dock connecting model.
- 4 is the click wheel iPod which also has a dock connection
If the iPod reference made is to an 'Older Firewire' iPod then this is not a dock connector model.
Any recently purchased new iPod has a 'dock connection' model.