My item is faulty
Covid-19 Level 3, step 2 Update - November 2021
Our Auckland office is currently in Alert Level 3, step 2. Our returns team continues to work remotely and is working hard to confirm outcomes for faulty returns as soon as possible. Many of our suppliers are located internationally and are experiencing lockdowns and are unable to accept return items from us during their isolation period. If you have any questions about your return please reach out to us. We will continue to update our website with each alert level change.
Our team are rigorous in checking the quality of items prior to shipment, but we understand that goods are expected to last a reasonable amount of time, and sometimes this isn't always the case!
Here's what you need to know about returning a faulty item:
If the item was purchased online, please email email@example.com with any images of the fault as well as a description of what the fault appears to be and how the item has been cared for. Someone will then be able to start the faulty returns process for you.
Our team will then ask that you complete a Faulty Returns Form and return your item to the returns address on the form or in store - whichever is easiest for you!
For ease, you can download the Faulty Form below:
If the item was purchased in store, please feel free to pop into any one of our stores or give them a call and they will be able to assist you.
Please be aware that returns will not be accepted if: - No proof of purchase can be provided - The care instructions have not been followed correctly - The fault has been caused due to lack of care for the item*
*If the fault is caused by the customer or has occurred outside of the warranty time frame, the return may still be accepted however any repairs will be at the cost of the customer.
Please note that good things take time, and we work hard to get the best possible outcome for our customers as quickly as possible. As part of our returns policy we are required to send any faulty items back to our supplier for an assessment and this process takes a minimum of 10 working days to be resolved depending on the supplier. Rest assured that we will keep you updated throughout the process and will update you each time we have an update from supplier on the status of your return!
While we push for your desired outcome, the final decision is determined by supplier in these instances.