This returns policy is governed by the laws of New Zealand.
We will meet our obligations under the Consumer Guarantees Act1993 and other relevant consumer laws. If however you are not a consumer (if you are not buying them for your own personal consumption) we can contract out of some of these laws and to the maximum extent permitted we do so. Accordingly to this extent these laws, and all warranties or remedies implied by them, do not apply and we may not be obliged to return goods to you nor to give you a refund.
There are a number of different reasons why goods may be returned: the goods are faulty or otherwise don’t meet a warranty that is implied by law, the goods arrive damaged or are not what you ordered, or you change your mind. Different rules apply to each of these situations.To qualify for any refund or replacement you will be obliged to show proof of purchase and that you are the person who purchased them(or if you received them as a gift that you are the person entitled to claim).
You must at your cost return the goods to us in their original packaging and in good condition, or at least the condition in which you received them.We will then consider whether replacement of the goods or a refund is appropriate, having regard to our legal obligations.
Please note that even if you might otherwise qualify for replacement of your order we may be unable to do this, having regard to available stocks.
If this happens we will instead give you a refund.
If the goods are faulty or otherwise do not comply with implied legal warranties you may be entitled to a refund or replacement of all or part of your order. You will however need to satisfy us that you have followed all instructions for use and the conditions of product warranties.
You will be obliged to return the goods to us in good condition, with proof of your order.
We reserve the right to test the goods and you will co-operate with us in all ways required to ensure that your concerns about the goods are genuine.
You have an obligation to carefully inspect your order when it arrives.
If you claim that the goods arrive damaged you must supply us with photographic proof and return them to us in the condition you received them (though you must ensure that damaged packaging is repaired before shipping them back to us). In this case we reserve the right to first call at your premises or have an agent do so, to verify your claim and you must assist us to do this.
The same conditions apply if you claim the goods that arrived are not what you ordered.
In either case we may replace the goods or give you a refund and if there is a genuine mistake by us, or (in most cases) if they arrive damaged, we may also reimburse your costs, however we will not in any event pay shipping costs for orders placed outside of New Zealand.
In any case you must make your claim within 14 days of shipping.
No refund or replacement is available if the claim is not genuine or if tamper proof seals are broken (except where we are satisfied this occurred in transit).
In some cases we may agree allow you to return goods if you change your mind however this is at our complete discretion and we reserve the right to impose conditions or restrictions for doing so.
Any further questions please contact us on firstname.lastname@example.org or 0800 LET DOWN
When returning items, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Items sent untracked are at your own risk and will not be refunded if they do not arrive.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your claim. If you are approved, then your refund will be processed (unless it is agreed to send you a replacement order), and in the case of a refund a credit will automatically be applied to your credit card or original method of payment, within bank processing timeframes. If we ship replacement goods these terms and conditions will apply to the replacement order.
If you haven’t received a refund yet, first check your bank account, then contact your credit card company or bank, as refunds can take up to 10 days to process. This is due to bank processing time frames and we cannot speed this process up.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com or 0800 LET DOWN.
If the item was marked as a gift when purchased and shipped directly to you and we accept a refund or return claim, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver who will be notified of the return.
New Edition NZ ships across New Zealand and internationally via tracked courier. We do not deliver to PO BOX addresses. If you are unable to select your country at checkout please reach out to our customer service team at firstname.lastname@example.org or 0800 LET DOWN.
Once your order is placed and you have made a payment you will receive a confirmation email. Once your order has left our warehouse, you will receive an additional email confirming your order is on its way with tracking details.
While we always do our best to ensure items arrive at our customers within our expected delivery timeframes, once an item is with the courier certain things outside of our control can affect delivery times including public holidays, natural disasters, weather, courier and aircraft delays.
Our customer service team is here to help in these situations so please reach out to us at email@example.com or 0800 LET DOWN.
Free shipping on all orders over $250 within New Zealand. This excuses RD delivery.
Additional courier costs may be applied for oversize items. If this occurs our customer service team will be in contact with you and the additional shipping will need to be paid before your order is shipped.
Any items purchased outside of New Zealand may include their countries’ local/national taxes and custom checks which can incur additional costs. The customer is responsible for all these costs and New Edition NZ will not be held responsible for any tax charged, cost incurred or in the return of items to New Edition NZ due to non-payment. Non-payment of these costs may result in the parcel being deemed as abandoned by customs. As each country and its regulations are different, we suggest contacting your local customs office. New Edition NZ cannot offer any advice in these situations.
We are unable to change a shipping address once an order is in our system. In the event of redirection due to incorrect details being placed on your order, any additional costs will be passed onto the customer.
All deliveries will take place during normal business hours between Monday and Friday. Delivery is made to ground floors only and delivery to any other floors above or below ground level is to be organised of your own accord. Delivery to a work address is possible but this must be specified at the time of the order and the original purchaser must be available to sign for the delivery. If no one is available at your address to take delivery, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot. All deliveries must be signed for and any damages, incorrect deliveries or missing items must be reported to us within 24 hours of receipt of delivery.
It is imperative that you check the goods otherwise the goods will be deemed to have been received in perfect condition on the courier’s manifest and this will negate any claim for loss or damage. Please be aware that not all deliveries have a signed for option. If products are received in a condition not deemed fit for purpose by the purchaser, a claim supported by photographic evidence must be sent to firstname.lastname@example.org within 24 hours of receipt of delivery.
Arranging re delivery is your responsibility. If after a failed delivery to you, you do not re-arrange delivery or collect the item from a delivery depot, the item will be returned to sender. If this occurs, re delivery from our warehouse to you will be charged and all extra costs will be passed on. If a refund is then requested, this will be refunded less shipping costs and any additional costs incurred.