Returns + Exchanges
Returns + Exchanges
Sale items cannot be returned or exchanged.
If for any reason you are not completely satisfied with your product, please contact firstname.lastname@example.org to discuss returns and exchanges. You will be provided with a returns address.
Please note that a change of mind cannot constitute a refund or cancellation.
All custom orders cannot be cancelled once the order is placed.
In the event of an exchange (i.e. size or colour), original products must be returned in a new and saleable state, within 14 days of being received by you. The exchange is subject to availability, and normal delivery times may apply.
Please note that all extra delivery costs incurred in an exchange are payable by you and the return of the new product is subject to us receiving the extra delivery costs incurred. Once this is received the new item will be dispatched for delivery.
Returns of faulty products will only be accepted if the item was faulty when delivered to you. All products returned as faulty will be inspected on receipt and any items that appear to have been damaged or used by the customer will not be accepted as faulty. We will replace a faulty item if a replacement is available. If you wish to be sent a replacement, please make your request clear when contacting email@example.com about the fault. Returns of faulty products must be within 14 days of being received by you. In case we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to the value of the item at the time of purchase and any delivery costs incurred.
Returns received outside the above time frames will not be accepted. We will only accept returns provided that the products in question are returned by you and received by us in the condition they were in when delivered to you. We will not accept returns for any non-faulty items that have been used or incurred wear and tear.
For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products. If you do not return the products delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the products from the amount to be credited or refunded to you.
Please be aware that international customs duties and sales taxes are not refunded for shipments outside New Zealand.