If you have purchased an item from us and it is faulty (for example it is defective or damaged) we shall replace or refund the item as required under NZ applicable law and the Consumer Guarantees Act 1993 (New Zealand).
RETURNS
Our refund policy is for 30 days following purchase. After 30 days have elapsed, any refund or exchange is at our discretion. Cost of return for post and packaging is the responsibility of the purchaser.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with a receipt or proof of purchase.
For certain returned items we may decide not to grant a refund or to grant only partial refunds, including for example:
• Any item with obvious signs of use (no refund).
• Any item not in its original condition or is damaged or for reasons not due to the product fault or our error.
• Any item that is returned more than 30 days after delivery
REFUNDS
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 reasons for rejecting your request. We will only provide a refund in the event that we cannot replace with the original item or an agreed item of the same value.
If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 15 business days.
LATE OR MISSING REFUNDS
If we have advised you that a refund payment has been made and you have not received a refund yet
- First, check your bank account to see if a refund has been deposited
- If a deposit has not appeared within 15 working days, contact your credit card company, it may take some time before your refund is officially posted.
- Finally, contact your bank as there is often some processing time before a refund is received.
If there is still an issue with a refund, please email us anniescrystalcave@gmail.com
EXCHANGES
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email to anniescrystalcave@gmail.com and we will advise you an address to send product to.
If we no longer stock that particular item, we will contact you to discuss replacement with a similar valued item or will provide a voucher for shop credit.
SHIPPING
You are responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. In the event that you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your replacement product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.