Returns & Refund Policy
We make every effort to ensure that we carry a good range of products sourced from within New Zealand to meet your every need. This policy has been established to give you the comfort of knowing that, subject to the conditions set out below, if any product you purchase online from NZFUR+SKIN is found to be defective, or it does not meet your needs, NZFUR+SKIN will happily repair or replace the product, or offer you a credit.
This Policy includes the rights you have under the New Zealand Consumer Law (see below) and provides you with benefits in addition to those rights, we value your satisfaction.
What is the NZFUR+SKIN refund policy?
If you change your mind about a product you have purchased from us, you can return that product to us within 30 days of purchase and we will provide you with a store credit for the value of your order (less shipping costs), provided the product and packaging is in its original condition and is re-saleable.
Once an order is placed it cannot be cancelled, we are happy to change items if they have not been officially shipped but an order cannot be cancelled as orders are processed quickly.
See below for more information regarding online returns delivery charges.
What if I have had the items for more than 30 days?
Items returned after 30 days can only be exchanged for a product of the same value or you can pay the difference on a product that is more expensive. If you choose an item lesser in value you will not receive store credit or a refund for this unused amount.
How do I return a product I purchased online?
Please email email@example.com with: Your name, contact details, invoice number and details of why you want to return the product. We will then review your return and contact you with further details on how to return your purchase.
What is NZFUR+SKIN’s delivery refund policy?
If the product is defective or damaged in transit, we will refund your original delivery charge as well as the original purchase price or replace the item and cover the additional costs of delivering the product to you. We will not however refund delivery charges if the item is returned due to the wrong size being purchased or because you change your mind.
I am not 100% happy with the colour of the product?
The products we sell are completely natural so colours and patterns may vary, your computer or mobile device screen may also show colours in different ways so if you are wanting to ensure it is the right colour we recommend viewing them on more than one device. We are able to swap products and/or provide store credit but please note we do not cover the shipping costs to or from us in this instance.
What are my rights under the New Zealand Consumer law?
Our goods come with guarantees that cannot be excluded under the New Zealand Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where a failure does not amount to a major failure, NZFUR+SKIN is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to NZFUR+SKIN will be borne by you.
Your rights to a remedy under the New Zealand Consumer Law are not limited by a defined time. However, the New Zealand Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. NZFUR+SKIN adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. The time-frames set out in this policy are considered fair and reasonable given the types of products sold.
To obtain compensation for any other foreseeable loss, you would need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by NZFUR+SKIN to comply with a consumer guarantee under the New Zealand Consumer Law. Such evidence may include photographs, statutory declarations, receipts or reports (e.g. from your doctor), depending on the loss or damage.