Returns

At The grOH! Shop, we strive to provide high-quality equipment, products, and features that make beautiful spaces for children and families to play and enjoy. We want you to have a positive experience with your purchase from The grOH! Shop. Therefore, we have established the following returns and exchanges policy:

1. Returns and Exchanges: We do not offer returns or exchanges for products purchased from The grOH! Shop, except in the case of damaged or defective products upon arrival.

2. Damaged or Defective Products: If you receive a product that is damaged or defective, we will work with the manufacturer to resolve the issue promptly. To be eligible for assistance, you must report any damages noticed in products within 48 hours of receiving them. Please inspect your packages immediately upon receipt.

3. Reporting Damages: In the event of a damaged or defective product, please notify us by submitting a form on our website within 48 hours of receiving the product. We will require photos of the damage to facilitate the investigation.

4. Freight Deliveries: For items delivered via freight, such as rock wall panels, please inspect the package upon delivery. Do not sign for the delivery until you have completed a thorough inspection. Freight shipping may present a higher likelihood of damage due to the machinery involved. Take necessary precautions during the inspection process.

5. Investigation and Resolution: Once you report a damaged or defective product, we will open a case and initiate an investigation. You will receive an automated email confirming the case opening, and our team will reach out to you within 3 business days for further information.

6. Case-by-Case Basis: We will handle each case of damaged or defective products on an individual basis. While we do not offer alternative products or remedies, we are committed to working with you and the manufacturer to facilitate exchanges for products that qualify under this policy.

7. Shipping and Handling Fees: Any shipping and handling fees associated with returning damaged or defective products will be determined on a case-by-case basis. Please contact our team for further assistance.

8. Warranty and Guarantees: Some of our manufacturers offer warranties and guarantees. The grOH! Shop extends the same warranties and guarantees. More information can be found in each item's installation guide. For questions on specific products, please reach out via our contact form on our website or email shop@grohplayrooms.com.

9. Exceptions: Any exceptions to our returns and exchanges policy will be evaluated on a case-by-case basis. We reserve the right to make decisions based on unique circumstances, such as product recalls or incorrect shipments.

10. Shipping and Delivery: We utilize a range of shipping and delivery methods, including ground transport and freight. Freight deliveries will be scheduled between the freight company and the customer.

11. Geographic Restrictions: We gladly accept orders across the continental United States. However, please note that order restrictions may vary by manufacturer. For detailed information on specific product shipping restrictions, please refer to our Product Shipping Document. It is important to note that we do not accept returns or exchanges for any products, as stated in our general Returns and Exchanges Policy.

12. Custom Products: Please note that there are no returns or exchanges available for custom products or any other products purchased from The grOH! Shop.

Please familiarize yourself with this policy before making a purchase. By completing a purchase from The grOH! Shop, you acknowledge and agree to adhere to the terms outlined in this policy.

If you have any further questions or require assistance, please don’t hesitate to contact our team at shop@grohplayrooms.com or through the provided form on our website.