Refund, Return and Cancellation Policy
1. We offer refunds and replacements in accordance with New Zealand’s Consumer Goods Act 1993 (the CGA)
2. Any benefits set out in this Policy may apply in addition to consumer’s rights under the New Zealand Consumer Law.
3. Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.
4. New Zealand's Consumer Law
Under the Consumer Law:
4.1 Our goods and services come with guarantees that cannot be excluded under the New Zealand Consumer Law. For major failures with the goods, you are entitled
4.1.1 to cancel the purchase; and
4.1.2 to a refund for the price of the goods; and
4.1.3 compensation for any damage or loss (whether direct or consequential) that was, or reasonably ought to have been, foreseeable by us.
4.2 If the failure with the service does not amount to a major failure, you are entitled to a re-supply of the goods within a reasonably time, or to cancel the purchase and be provided with a refund of any price paid.
4.3 We offer refunds and replacements in accordance with the NZ Consumer Law.
4.4 The NZ Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services. If the NZ Consumer Law applies, then we cannot avoid the Consumer Guarantees that it provides. If there is an inconsistency between this Policy and the NZ Consumer Law, the NZConsumer Law will prevail.
4.5 If a product or service which you purchased from us has a major failure (as defined in the NZ Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
4.6 If a product or service which you purchased from us has a failure that does not amount to a major failure (as defined in the NZ Consumer Law), then you may still be entitled to have the goods repaired or replaced.
5. Customer Remorse
5.1 In instances where the product has not been dispatched, we are compliant to accept requests for order cancellation, if order does not pertain to customised items for which the manufacturing process has already been initiated.
5.2 In situations where you receive the products in the stipulated condition but subsequently reconsider your purchase decision, we may, at our sole discretion, offer a refund or an exchange. This is subject to:
• Our receipt of your notification and return of the goods within 45 days of the product delivery.
5.3 For these returns, customers are responsible for the return. They will need to handle the return shipping themselves.
5.4 The provision of a refund or an exchange is contingent upon returning product to us within 45 days from date of purchase.The returned product is in its original, unused condition.
5.5 Please note that once we receive the returned products, a quality check will be conducted before processing the refund or exchange. The refund will be issued after the completion of the quality check and may take at most 10 business days to reach your account, depending on the mode of payment used.
5.6 Please note Custom delays are expected for International Shipping and its out of our control. If you want a refund for a package that has been stuck in the custom for a while, we will classify this as a customer remorse and customer will be liable to pay shipping charges to and from our premises.
6. Defective Products
6.1 In the event that the product you ordered has been damaged during delivery:
6.1.1 Please contact us within 3 day from the date of receiving the product and notify us of the damage along with pictures on info@rootlab.co.nz.
6.1.2 Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product. You must do so within 45 days of receiving the product(s).
6.2 Customers will receive a return label online within 48 hours of notifying us about the issue. This return label can be easily downloaded and printed. It will facilitate the return process for defective products, making the return process more convenient for customers.
6.3 We will arrange to repair or collect the damaged product and replace it with an equivalent product or to refund it, provided that you have contacted us within 3 day from the date of receiving the product and notified us of the damage along with pictures on info@rootlab.co.nz. No charges are levied in case of damaged goods received, and the entire cost, including return shipping, is covered by Rootlab.
6.4 Please note that once we receive the returned products, a quality check will be conducted before processing the refund or exchange. The refund will be issued after the completion of the quality check and may take at most 10 business days to reach your account, depending on the mode of payment used.
8. Return to sender
If the parcel is sent back to us due to an unknown address/ wrong address format or non-collection of the parcel from the post office. We would charge the customer a shipping again to resend the parcel + the shipping it costed us to get the parcel returned back to us. The shipping cost will be what we have paid for the parcel regardless of what the original shipping cost may be , We heavily subsidise shipping for our customers .
9. Property not accessible
If our logistic provider could not access your property and the parcel was not delivered to you. It is the customer’s duty to contact the logistic provider and arrange redelivery. We cannot help you in case your property was made inaccessible to them. Some logistic providers offer free delivery, and others charge you. The customer pays these charges.
Please note some logistic provider also delivers on the weekend, so please make your property accessible.
10. Exceptions
10.1 Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:
10.1.1 You misused the said product in a way that caused the problem or did not read and follow the steps outlined in our listings or instruction sheet provided with the product.
10.1.2 You knew or were made aware of the problem(s) with the product or service before you purchased it.
10.1.3 You asked for a service to be done in a specific manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
10.1.4 Any other exceptions that apply under the NZConsumer Laws
10.2 Shipping Costs for Returns
10.2.1 In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the NZ Consumer Law, we shall bear any cost of shipping the said product (the “Returned Product”) back to us, as well as any cost of shipping any replacement product to you.
10.2.2 If the product being returned can be easily shipped back, it’s your responsibility to arrange its return. If the returned product qualifies for repair, replacement, or refund as per this policy (including under NZ Consumer Law), we’ll refund your reasonable postage, shipping, or transportation expenses, provided you furnish us with the invoice.
10.2.3 If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the NZ Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.
10.2.4 In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the NZ Consumer Law). You will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
10.3 Response Time
We aim to process any requests for replacements or refunds within 2 days of receipt.
10.4 How to Return Products
10.4.1 You can contact us using the contact email provided at the end of this Policy to discuss a return using the information.
10.4.2 Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.
10.4.3 To be eligible for a refund, repair or replacement, you must provide proof of purchase/ Order number.
10.5 Contact Us
If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: info@rootlab.co.nz.
