Refund policy

Return and Refund Policy

Returns Policy

While the majority of our orders and products will be delivered without any problems, occasionally something may go wrong. If this occurs, please contact us at info@terracottem.co.nz for instructions on how to make a return.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@terracottem.co.nz. If your return is accepted, we’ll send you instructions on how and where to send your package.

Please do not return any goods without a return goods authorisation. All returns received without proper documentation will not be processed.

Goods Damaged In Transit

If you receive goods that have been damaged in transit we will fully replace or refund the product. In this circumstance, we request that you contact us at info@terracottem.co.nz with the customer’s Dispatch or Invoice Number in the subject line of the email. We request that you send photographs of the damaged product and packaging. In most instances, a replacement will be delivered based on the photographs provided; however, we reserve the right to request that the damaged goods be returned to our warehouse for verification purposes prior to processing the replacement product.

Goods Did Not Arrive

If after 7 working days you have not received your order, please contact us at info@terracottem.co.nz so it can be tracked and traced. If the item is lost in transit, we will send you a replacement item or refund the purchase price.

Important: We will not replace or refund any item that goes missing, is damaged or stolen after delivery to your nominated address. This is especially the case if you have requested that delivery be made without a signature being required on delivery. Alternatively, we recommend that you use a work or delivery address where someone will be able to sign for the goods during delivery hours.

I Was Sent The Wrong Item

If we have sent you the wrong item, please contact us to commence the return process. Once notified, we will organise for the goods to be picked up and sent back to us. Once verification of the goods has been completed (that have not been used and are undamaged) we will organise to deliver the correct goods or refund your purchase price.   

Goods Arrived Faulty

If the goods you receive are faulty, please contact us to organise a return for product inspection, if we confirm the product is faulty we will organise a repair or replacement.

Warranties & Guarantees Claims

All warranties & guarantees are as per the product description or on the product packaging. Nothing in these Terms is intended to have the effect of contracting out of the provisions of the Consumer Guarantees 1993 except to the extent permitted by the Act, and these Terms are to be modified to the extent necessary to give effect to that intention.

If you want to make a warranty and/or guarantee claim, please contact us at info@terracottem.co.nz to organise a return for product inspection, we note in some instances we may organise for you to deal with the manufacturer/distributor directly.

If we confirm that the product is faulty and it has been returned within the warranty or guarantee period and the circumstances meet all the conditions of the warranty and/or guarantee we will organise a repair or replacement of the item.

Important we do not cover misuse or wear and tear or where bags and containers of products have been opened and goods have been used.

I have changed my mind

If you change your mind about a product within 14 days of purchase, providing it is unused and in its original packaging, we can process a return. Please note that the shipping charges incurred in relation to the delivery and return of the product will be at the expense of the purchaser and will not be refunded. Once the goods have been received, we will inspect them to verify that everything is in order prior to giving a store credit. Please contact us before you return the goods so we can send you the correct return documentation. 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Intellectual Property Rights

All intellectual property on this site, including without limitation any trademarks, text, graphics and copyright, is owned by us or our content suppliers. We are the exclusive owner of all rights in the compilation, design and layout of this site.

Right to Use Site and Content

You may use this site only for the purposes for which it is provided. You must not use this site for fraudulent or other unlawful activity or otherwise do anything to damage or disrupt this site.

Your Information

1. Please ensure that any information that you provide when creating an account with us on this site is correct, complete, and up-to-date and please advise us as soon as possible if any of this information changes or you become aware of any inaccuracy in the information you have provided. If you are providing information about a person other than yourself, you warrant that you are authorised by that person to provide that information.
2. You are responsible for maintaining the confidentiality of your account and password and for preventing unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. You should take all necessary steps to ensure that your password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner.

 

Content

1. We endeavour to ensure that any content will be current, accurate or complete when you access it. However, we will take steps to correct any error or inaccuracy in any content which is brought to our attention within a reasonable time.
2. You must make your own assessment of the suitability of the content for your own purposes. You are solely responsible for the actions you take in reliance on the content on or accessed through, this site. We may change the content on this site at any time without prior notice.

Force Majeure

We will not be responsible for any delay or failure to comply with our obligations under these terms of sale if the delay or failure arises from any cause which was beyond our reasonable control. This does not affect any of your statutory rights.

Consumer Guarantees Act 1993

If the products are subject to the New Zealand Consumer Guarantees Act 1993, you may have statutory rights and remedies which are not excluded nor limited by the above provisions unless you are acquiring the products for business purposes.

Amendments

We may amend these terms of use from time to time, so you should check and read these terms of use regularly. By continuing to use this site after any such amendment, you are deemed to have agreed to the amended terms of use.

New Zealand Jurisdiction

These terms of use and any matters or disputes connected with this site will be governed by New Zealand laws and will be dealt with in New Zealand courts.