Returns & Refund Policy
Thank you
for shopping at MatchaEcoGrow e-store.
Our
customer satisfaction is extremely important to us. Any problems will be
addressed in a friendly and efficient manner, with your total satisfaction as
our over-riding guide. If the purchased product is in any way faulty (unopened,
with undamaged packaging) you can return it within 10 days of purchase. All
claims for refund, on whatever ground it may be, have to be received by us in
written form within 10 days of product purchase.
Payment
Refunds
We
inspect the returned product upon being received. Refunds will be issued within 10
days in the original form of payment excluding shipping cost. A confirmation
email will be sent.
You may
receive your credit in a few days time should the product be deemed faulty.
Shipping
Returned Product
Order
number: _______ or include receipt of purchase.
Auckland
Birkenhead
0746
PO Box
340 309
ALFA
Medics New Zealand Ltd
Please
wrap your returned product well (products that have been damaged in transit
back to us will not be refunded) and return it to us with your order number as
a reference to the above address, unless advised otherwise.
You may
e-mail us and inform us of your claim on info@matchaecogrow.co.nz
Returned
Product Inspection
We
endeavour to disclose the full ingredient list on each product.
We aren’t
able to accept returns of opened products due to their contents.
Out of
Stock Products
In the
case of you placing an order for a product that subsequently becomes
unavailable or there is a delay in delivery, we will contact you via email
within 48 hours to advise you of the situation.
Occasionally,
a product you order may be temporarily out of stock. In this case, we’ll
contact you promptly to make arrangements to either substitute or delete the
item or hold your order until the item becomes available again. Otherwise,
we’ll refund you for any goods we can’t supply unless you agree to a
substitute
Damaged
in Transit
We take
every care to ensure our goods reach you in perfect condition and accept full
responsibility for products damaged in transit. In the unlikely event your
goods do not reach you in a satisfactory condition, please contact us.
We will
gladly issue you with a refund or arrange a replacement where possible. Please
keep any damaged items and packaging in the same condition as they are received
and email us a photo of the damages. This can assist us in making a claim to the
courier.
Damaged
products on international parcels have to be assessed by a post shop/courier service near your
address and issued with a damage report within 7 days of products received. We will not
be able to refund for damaged products unless we receive a damage report from
your country’s postal authority.
Lost in
Transit
New
Zealand shipment:
We accept full responsibility for parcels
lost in transit with the courier, provided we are notified within 7 days. We
will resend your goods at no extra cost under the condition that the original the parcel is returned to us if eventually delivered. We send replacement products
in full faith that our customers will act honourably when making a claim under
lost in transit category
Parcels
addressed incorrectly
– our address labels are automatically
generated from your customer file, and any error in the input of your delivery the address is your responsibility. We accept no liability for loss of parcels due
to customer’s providing us with an incorrect delivery address.
International
shipment:
we
accept no liability for any goods lost in transit outside of New Zealand. Loss
of international parcels is covered by chosen courier service according to their
terms and conditions. New Zealand post/ shipping services provide compensation for successful
claims. While we do not provide refunds or replacements for lost parcels we are
happy to claim on your behalf for compensation from the New Zealand post/ shipping services and
process a refund for you if the compensation is approved. Please contact us if
you need us to launch an investigation or claim compensation for you.
Please
note:
NZ post’s terms and conditions dictate that an international an investigation into a missing parcel can only be launched within a limited time
after a parcel’s dispatch. For us to be able to assist you with regards to a
missing parcel please contact us within 20 days of your parcel’s dispatch. After
this time, we will, unfortunately, be unable to assist you.
Faulty
Products or Incorrect Products Supplied
We
endeavour to provide products in perfect condition and accept full
responsibility for products received in a faulty condition.
Domestic
customers
–
we will accept a return if a product is faulty or as a result of an error made
by us (such as an incorrect item being delivered).
International
customers
–
we are unable to resend products overseas. Please contact us so we can arrange
a solution for you.
Change of
Label or Packaging of Products
We update the labels as well as the packaging on the products we stock.
While we endeavour to ensure the product images on our website of the stocked
item you receive, we do not take responsibility for any labelling or packaging
updates or changes that are not yet showing on our website.
Cancelling
of Orders
Local
buyer:
We
can cancel and refund a submitted order for you as long as it has not been
dispatched. Please contact us as soon as possible to prevent the dispatch of
your order. The purchase balance for the cancelled item(s) will be refunded to
the same payment method used during the time of purchase. If you have paid with
Internet Banking please provide us with your bank account details so the funds
can be refunded back into your account.
International
orders:
Customs
and import regulations vary widely between countries. Some of the products we
sell via this website are prohibited for importation into certain countries.
Unfortunately, it’s not possible for us to be aware of all of the regulations
specific to any given country. Where we are aware of any particular import
restrictions, we endeavour to make note of this on the product detail page.
It’s
entirely your responsibility to ensure that any goods which you order are not
prohibited/restricted within your delivery country. ALFA Medics New Zealand Ltd
accepts no liability for the refund/replacement of any goods or any costs
relating to or arising from, the importation or confiscation of any goods by
your countries Customs Office or other government bodies. Likewise, any import
duty or tax payable on your order is not our responsibility and is beyond our
control.
If your
order is returned to us due to banned/restricted products, a wrong address or
refusal to pay fees, we will issue you a refund for products that are returned
to us in a resalable condition. You will be responsible for any return shipping
charges and for any additional customs fees for your returned package. Those
charges will be deducted from your order total and the remaining balance is the
amount that will be refunded.