ORDER AMENDMENTS & CANCELLATIONS
Orders can only be cancelled or amended IF they have not yet been processed. Orders are processed daily at 5pm. Any orders placed on the day prior to 5pm will be processed that same day. Any orders placed after 5pm that day will be processed the following day at 5pm.
If you do need to cancel or change (amend) an order, please email us before 5pm on the same day that you have placed the order to firstname.lastname@example.org with subject line and your order number e.g. "CANCEL ORDER #SFYCxxxx" or "AMEND ORDER #SFYCxxxx".
Please note, once an order is processed, it cannot be cancelled or amended.
CONDITIONS FOR RETURNS & REFUNDS
As we operate in New Zealand, we comply with the Fair Trading Act 1986 and the Consumer Guarantees Act 1993.
Request for refunds or replacements must be made within 14 days of the delivery date of the goods. The delivery date is determined by the postal carrier tracker that will confirm the date the parcel has been delivered to the specified address.
Refunds and replacements can only be made on the following reasons;
- if the goods arrive damaged at the time of delivery.
- if the wrong item is received from what was ordered, or
- the item does not perform the function that was advertised on our website.
- If the product never arrived. This must be proven via the parcel tracking number which should state it was never delivered. The reasonable timeframe to conclude if the parcel will never arrive is 30 days from the latest estimated arrival date to its destination. Click here to read more about our shipping policies.
For any damaged product or incorrect product sent, our first resolution would be to replace the item at no charge AFTER you have returned the damaged/incorrect item to us. Once we've received the returned goods, we will send out the replacement product.
However you also have the choice of getting a full refund if you choose not to have the item replaced. For refunds, you must return the original item to us before we can process the refund. Refunds will be made back into the same credit card that was used to make the purchase. Unfortunately we cannot issue refunds via direct bank transfer.
Refunds or replacements will not apply for the following reasons:
- If the wrong item was ordered by accident or if the wrong size was chosen.
- If you change your mind about the product after placing the order.
- If it is a sale item and/or advertised as sample sale.
We aim to provide full disclosure on the product specifications such as size dimensions and the contents of the product in the Product Description, so you know exactly what you’re buying. Please carefully read through the product specifications and if in doubt, feel free to contact us at email@example.com for more info on the product and we will reply within 24hrs.
Shipping costs that may have incurred on the original order of the product you are wanting to return or refund will not be included in the refund. Instead we will organise free postage on the items you are wanting to return to us for either a refund or replacement.
HOW TO REQUEST A REFUND OR REPLACEMENT
To request a refund or a replacement, please email us at firstname.lastname@example.org with full details of the reasons. Please attach photos of the product you are wishing to get a replacement or refund for.
Once we have received your request, we will respond within 24hrs to confirm whether the request has been accepted and provide you with instructions on how and where to return your product to.
Once the returned product is received and inspected, an email will be sent to notify you that we have received your returned item and an approximate time that you can expect to receive your refund back into your account.
Refunds will be credited back to the same card (credit or debit) or original method of payment, within a certain amount of days. Please allow between 7 to 14 working days for the refunded amount to appear in your account.
Due to the nature of our business where we donate 5% from every sale to a charity chosen by you (the customer), we unfortunately cannot refund 100% of the price you paid for the item. Instead all refunds will be 95% of the price you paid for. The remaining 5% would have already been allocated to your chosen charity at the time the order is placed. Once payment is allocated to the charity, we do not ask for it back. We hope you understand, as it would not be a kind thing to ask for donated money back from a charity.
Instead you will receive the remaining 5% of the product price you paid for in our store credit that you can use towards your next purchase with us.
LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, please first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially shows up in your account.
Next contact your bank. There is often some processing time before a refund is posted.
Please allow between 7 to 14 working days for the refunded amount to appear in your account.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
POSTAGE COSTS OF RETURNED ITEM
We will cover the costs of the postage for the returned item (NZ domestic only) based on the conditions that the item you are returning is either damaged at the time of delivery, or the product does not perform the function it was advertised for. You will receive a shipping label from us with instructions on when the returned item will be picked up from your chosen location by the courier. We will coordinate with you to ensure a suitable day, time and location is arranged for your convenience.
If you are returning an item for replacement, depending on where you live, the time it may take for the replacement product to reach you, may vary. Replacement items are ONLY sent out to you AFTER we have received the returned item.