GERTRUDE GUINEA PIG

Refund and Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request an exchange, credit or refund.  All items that are to be returned are required to have a Return Authorization Number (RA), it must be visible on the outside of the shipping box. All items returned MUST have original factory packaging, bags, labels and/or foam should be included. The products being exchanged/returned MUST be in NEW condition. Customers returning items are responsible for paying the return freight.

Products returned without a visible RA number will be rejected.

NOTE: Sewing Machines being returned should be sealed in NEW and in UNUSED condition to be eligible for return. If product is thought to be defective, see our damaged or defective policies section.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Understanding Unopened Merchandise may be exchanged or refunded. "Unopened" means that the 

contents have not been removed from its packaging, and all factory seals are unbroken. 

 

Shipping Costs are covered by us if we have shipped you the wrong item or the product 

is defective. Otherwise, general returns are subject to have shipping fees deducted from 

the refund.

 

Restocking: If any machine is returned without its original factory box or the seal has 

been broken, or missing accessories a restocking fee of 25% will be deducted from the 

refund. 

To start a return, you can contact us at sales@gromes.com or call our store at 210-455-7349 to obtain a return authorization number. Any order that originally qualified for free shipping will be refunded less our cost to ship the order. Any returns after 30 days will incur a 25% restocking fee. Items sent back to us without first requesting a return will not be accepted.

If you wish to return an item(s) for a refund:

1. A)  Contact our Customer Service Team to obtain a return merchandise authorization (RA) number. We can be reached at 210-455-7349 or send us an email at sales@gromes.com
2. B)  Re-pack the item you are returning for an exchange or refund with the proper packing materials. Please ensure that you include ALL the original packaging materials.
3. C)  Be sure to write your R.A. number on the outside of the box.                                                                                                              
   (REMINDER: Items returned without an easily visible R.A. number will be rejected).                            
   Also, items returned that are damaged due to a lack of proper packing materials will not be refunded.
4. D)  Ship the package back to Grome’s Sewing Machine Co. with proper insurance and a tracking number to the following:

Grome’s Sewing Machine Company
Attn: Returns Dept
2040 Universal City BLVD
Universal City, TX 78148

When Gromes receives the returned item, we will inspect it and verify the items condition. If your returned item is in new condition, your refund will be issued within 7 - 10 business days and will be issued through your original method of payment.

Requesting an Exchange

If you wish to return an item(s) for an exchange:

1. A)   Contact our Customer Service Team to obtain a return merchandise authorization (RA) number. We can be reached at 210-455-7349 or send us an email at sales@gromes.com

NOTE: If you need help locating the correct item for your exchange, simply call upon our customer service team member, we are happy to assist you.

1. B)   Re-pack the item you are returning for an exchange with the proper packing materials. Please ensure that you include ALL the original packaging materials.
2. C)   Be sure to write your R.A. number on the outside of the box.                                                                                                                  
   (REMINDER: Items returned without an easily visible R.A. number will be rejected).                            
   Also, items returned that are damaged due to a lack of proper packing materials will not be credited.
3. D)   Ship the package back to Grome’s Sewing Machine Co. with proper insurance and a tracking number to the following:

Grome’s Sewing Machine Company
Attn: Returns Dept
2040 Universal City BLVD
Universal City, TX 78148

When we receive the returned item it will be inspected to verify it's condition. If your returned product is new your exchange will be processed, and the new product will be shipped. You will be contacted if there is need of payment information in order to charge any difference or if a partial refund is required.

• All items must be in new condition. Please double check our list of non-returnable products.
• After 30 days a 25% restocking fee will apply.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We do require photo evidence of the damaged package and/or item to speed up the claims process. You can send your claim to sales@gromes.com.

All damaged items must be returned to us with a tracking number. We will send an email to you with a prepaid return label. Upon receiving the item, it will be inspected. Once the product has been inspected and deemed Damaged/Defective. Grome’s Sewing Machine Co. will send out a replacement.

If the item returned as defective is deemed NOT Damaged or Defective during the inspection by our Certified Technicians, we will not return the item to you, but instead issue a refund minus a restocking fee of 25% and the cost of the shipping label.

Damage and Defective Claims have an expiration! We cannot stress the importance of contacting us within the first 30 days of receiving your damaged or defective item. Grome’s Sewing Machine Co. has a 30-day return policy allowing you to return an item for an exchange, credit, or a refund.

If we mistakenly shipped you the wrong item:

1. A)   Contact our Customer Service Team at 210-455-7349 or send us an email at sales@gromes.com and let us know your concern. We do require photo evidence of the product shipped, so we can correct the error and make your shipment right with the correct product.

We will send an email to you with a prepaid return label and ship you the correct item right away at absolutely no cost to you.                                                       

1. B)   Package the product that you are returning with proper packing materials to avoid breakage. Please make sure to include all the original packaging, tape it up and put the prepaid return label over the original shipping label and give it to your mail carrier.

Items lost by the delivery company:
Once a package is in route with a package tracking number, delivery responsibility transfers to the chosen shipping company. Grome’s Sewing Machine Company is no longer responsible for the package. Any attempt by Grome’s to help locate your lost package is done as a courtesy.

1. A)   Contact the delivery company directly to attempt to locate your package.
2. B)   If the delivery company cannot assist in the recovery of your package, send us an email at sales@gromes.com or call our customer service team at 210-455-7349.  We can attempt to open a dispute with the delivery company.

You must contact the delivery company BEFORE contacting Grome’s Sewing Machine Company.

Unopened Merchandise may be exchanged or refunded. "Unopened" means that the 

contents have not been removed from its packaging, and all factory seals are unbroken. 

Shipping Costs are covered by us if we have shipped you the wrong item or the product 

is defective. Otherwise, general returns are subject to have shipping fees deducted from 

the refund. 

Restocking: If any machine is returned without its original factory box or the seal has 

been broken, or missing accessories a restocking fee of 25% will be deducted from the 

refund. 

Regarding items such as bobbins, presser feet, or any other sewing accessory that requests you to provide your machine brand and model: Grome’s Sewing Machine Co. is responsible for all 

return costs incurred if the part is listed as fitting your machine and it does not. 

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products such as special orders or personalized items.

The following items are not eligible for return, exchange, or refund.

• Any item(s) without original packaging
• Any Item(s) damaged by you or deemed in not new condition
• Special order item(s)
•  Software / Embroidery Designs
• LED/LCD panels and/or Circuit boards or electronic parts.
• Furniture
• Cabinet Inserts
• Sew Steady Extension Tables
• Close-Out Items/Machines