What is your returns policy?
You may return a product if it fails to comply with any of the consumer guarantees contained under the Consumer Guarantees Act, for example, if the product is faulty or damaged or if your order was processed incorrectly (i.e. the wrong item was sent to you or you are missing an item). We will not provide a refund or exchange if you change your mind about your purchase or where a product is damaged through misuse or abnormal use.
How do I request a return?
To request a return, please contact our Customer Care Team via the following methods:
Phone - +64 (9) 580 0489
Email - firstname.lastname@example.org
In your request, please provide the following information:
- the order number;
- clear photograph(s) of the product; and
- a description of the product and the fault.
Once your return request has been approved, you will receive instructions on how to process your return. You are required to return any products to the returns address we stipulate and in accordance with any instructions we give you.
We will be responsible for the costs of any return postage if your product does not comply with a consumer guarantee and you will be provided with a replacement product or a full refund as required by law.
If your order was processed incorrectly, we will complete your order by either sending you the outstanding item or exchanging the item for the correct item. Items for exchange will only be accepted if they are unused and in the same condition as you received the item.
We reserve the right to refuse refunds or exchanges (depending on the circumstances) if an item is not in original condition or missing parts for reasons not due to our error.
We have the right to require satisfactory proof of purchase before providing a remedy.
How do I cancel my order?
Please choose carefully as once an order has been processed, we are unable to cancel an order.
When will my credit appear on my credit card?
Generally returns are fully processed within 7-10 business days from receipt. If you are entitled to a refund by law, we will make the refund using the same means of payment as you used for the initial transaction after the return has been processed.