RETURNS AND REFUND POLICY
>>> All returns are subject to inspection by our Team Members.
NZ Outlet confidently stands behind the quality of its products and customer satisfaction is important to us. Before posting any negative feedback or review about us or our service, please get in touch with us to resolve your query as soon as possible. We do not sell expired, imitations, knockoffs or duplicate products. Please share proper evidence to support your claims (e.g., Images/Videos of Fault/Damage with Description, Order Number & Confirmation email etc.).
NOTE: Do not open/use/un-seal/test any unwanted item(s) if you have changed your mind or have received an incorrect item.
- 14 Days Return Policy:
Our returns policy is valid for 14 days from the day you receive your order/parcel. After 14 days, unfortunately, we will not be able to offer you any refund or exchange for another product.
NOTE: Please do not send your purchase items back to the manufacturer. Contact Us.
- Change of Mind:
As soon as we receive your order, our Warehouse team is right on to it! Their mission is to fulfill and ship your order(s) as soon as possible. This helps us to avoid any delay from our end and let the Courier(s) deliver all our online orders within 1-5 working days across New Zealand.
This means that sometimes, it will be very difficult or impossible for us to make any changes to the contents or the shipping address of your order after it has been picked up/shipped from our Warehouse.
In such case, we would like to request you to check our Returns Policy below or place another order to be shipped to you ASAP.
NOTE: We cannot process a refund if you have changed your mind, though your item may be eligible for a partial refund or an exchange with another item of same price value. Only if the item is:
- Un-used
- Un-opened, Un-sealed, this includes any plastic wrap around fragrance boxes, make-up and cosmetic products
- In original condition, and packaging (as it was shipped to you)
- For the benefit and confidence of all our customers, once an item is opened/un-sealed, we consider it as being used and not eligible to be accepted in return
- Due to Health & Safety reasons, we do not accept returns for:
- Make Up Products
- Cosmetics & Skin Care products
- Nail Polish, Nail Care etc.
- Gift cards are not eligible for return
>>> Refunds will be performed using the same method as original payment. However, if paid by internet banking, we may need your bank account details to process the refund.
- Exchange & Replacement:
If the item is eligible to be accepted as a Return, then we request you to retain all the boxes, packaging, paperwork, that came with the product; pack it safely and use or a reputed trackable courier or the prepaid bag sent from us, for sending it to:
C/O NZ Outlet
(DK Building, Right next to Mainland Fasteners)
Level 1, 72A Byron Street,
Sydenham, Christchurch,
Canterbury, South Island
New Zealand 8023
NOTE: Please use trackable courier especially for expensive items or purchase Shipping Insurance. We cannot guarantee that we will receive your returned item.
On arrival, we will check & asses the item(s) to be in exact same state as it was shipped to you. And if everything is in expected condition, we will offer one of these options of your choice:
- Replacement product or another in-stock product from our website (of same price) of your choice
- The correct item, if we had shipped an Incorrect item to you by mistake. We will send you a prepaid bag which you can drop at nearest Post Shop. And we will pay for the replacement shipping costs.
- A discount coupon (of same price), which you can use with your next purchase from us
- A Partial Refund excluding Shipping Costs
- Faulty or Damaged Items:
If there is any issue with your order/items, we recommend contacting us within 48 hours of receiving the parcel. Retain all the packaging & take as many pictures as you can for each item, parcel bag, damage/issue, packaging etc. and share with us. It will help us to investigate further with our internal team, courier etc., and will allow us to appropriate action immediately.
NOTE: Please do not send your purchase items back to the manufacturer. Contact Us.
- Partial Refunds:
Please share proper evidence to support your claims (e.g., Images, Order Confirmation email etc.)
In some cases, Partial refunds can be processed if:
- You have received your order but:
- You have received an Incomplete Order with missing item(s) & we cannot offer a replacement or a similar priced product of your choice.
- You have received a Faulty/Damaged Item(s) & we cannot offer a replacement or a similar priced product of your choice.
- You have not received your order because the parcel got lost in transit (Confirmed by Courier) and we do not have a replacement or a similar priced product of your choice to offer.
NOTE: Shipping costs are non-refundable.
>>> Refunds will be performed using the same method as original payment. However, if paid by internet banking, we may need your bank account details to process the refund.
- Tracking Information shows “Delivered” but no-one at your Address has received any Parcel:
By default, all our Orders are left at the receiver’s provided Shipping Address without obtaining any “Receiver’s Signature”. In most cases the Courier Drivers leave the parcel in the letterbox or around the area near the front door. Please check these areas again.
We recommend you mention “SIGNATURE REQUIRED” in the delivery Instructions while placing each order.
NOTE: If the Parcel was meant to be left at your property (as it is done by default), and you/anyone at your address has not received it then please contact the Courier Company directly. Use the provided Tracking Number as reference. Their Support Team can contact the Delivery Driver of your particular area and he/she can share more details about this delivery at your address. If you would like us to contact them on your behalf, then please contact us and let us know.
If the Driver/Courier Company claims that they have successfully delivered the parcel at your address, then unfortunately, we will not be in a position to process any partial or full refund.
If there is a mistake from Courier’s end, then we will take appropriate action immediately to resolve the issue.
- Warranty Policy:
NZ OUTLET will fulfill all our obligations under the Consumer Guarantees Act 1993. All returns are subject to inspection by our Team members. We will arrange a replacement item, if a replacement is not possible, then we will arrange a store credit in terms of a Discount Coupon Code or Partial Refund. You can expect a partial refund within one billing cycle of us receiving your returned product. Refunds will be performed using the same method as original payment. However, if paid by internet banking, we may need your bank account details to process the refund.
NOTE: Warranty covers manufacturing defects only. Liquid/Moisture, sand/dust, impact or any other damage will not be covered under the warranty. Proper evidence would be required from the customer to support any claim.
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- You will be notified via email, as soon as we process any refund. It may take 3-5 business days for the amount to show up in your bank account.
- We may or may not offer a refund on an item which is on sale or is on clearance.
- All warranties, guarantees and policies are void if you re-sell our products. Warranties and Guarantees are not transferable.
- We adhere and comply to NZ Consumer Guarantees Act & Fair Trading Act, along with standard terms and conditions of trading via our Marketplace, e-commerce platforms, Payment gateways & Logistics.
Please get in touch with us via:
Email: support@nzoutlet.co.nz
Facebook Messenger: https://m.me/nzoutlet/
