Refund policy
Return Process & Refund Policy
At REDWOODSNZ, we are committed to ensuring a fair and transparent process for returns and refunds, in compliance with the Consumer Guarantees Act (CGA) and the Fair Trading Act of New Zealand. Below is our clear step-by-step guide to returning a product and requesting a refund.
1. Initiating a Return
If you believe a product is faulty or does not meet expectations, please follow the steps below:
1. Contact our Customer Care Team by emailing hello@redwoodsnz.com with the following details:
o Order Number
o Full Name
o Address
o Phone Number
o Reason for the Return (Please provide details of the fault)
Our Customer Care team will respond as soon as possible and may contact you to confirm the details of the product, the fault, and return instructions. Please do not send any item(s) back until you have received approval from our team. If approved, you will be issued a return ticket and further instructions.
2. Returning the Product
Once return approval has been received, please return the item in its original packaging, including all original parts, packaging materials, manuals, and accessories. A copy of your original receipt must also be included in the return package. The product must be repackaged securely to prevent any damage during transit.
- Important: Do not send items in a regular envelope. Please use padded parcel bags and ensure that the return is sent via tracked shipping, as we are not responsible for items lost in transit. Poor repackaging or damage caused by insufficient packaging may result in a return refusal.
3. Assessment of Returned Items
Upon receiving the returned product, we will assess it to verify the fault. We will then notify you of the outcome within ten (10) business days. If a manufacturing fault is confirmed, one of the following will apply:
1. A refund will be initiated to the original payment method.
2. If the fault is covered by a manufacturer warranty or is determined to be non-product related, we will contact you with further steps.
Please note that no refunds will be processed for items damaged due to insufficient packaging or mishandling during return shipment.
4. Refund Processing
Once approved, refunds typically take 5–10 business days to process. All refunds will be issued to the original form of payment. We do not refund shipping costs unless the return is due to our error or a fault with the product.
If you have any questions, please contact us at hello@redwoodsnz.com.
Refund Policy
We accept product returns and may offer a replacement, repair, or refund where the product:
- Does not meet acceptable quality standards under the CGA.
- Differs substantially from the description on the packaging or website.
- Does not match the sample or model shown to you at the time of purchase.
- Is not fit for a particular purpose you made known to us before purchase.
All returns are assessed on a case-by-case basis in line with our legal obligations under New Zealand law. REDWOODSNZ is not obliged to provide a refund or exchange if you simply change your mind, your circumstances change, or you find a cheaper product elsewhere.
Reporting Cosmetic Damage
Cosmetic damage to products must be reported within 48 hours of delivery. In some cases, we may require you to send pictures or videos of the damaged product before approving a return.
Promotional Items
For any returns involving promotional items (e.g., "Buy One, Get One Free"), all items included in the promotion must be returned. If the promotional item is not returned, the value of the promotional item will be deducted from the refund.
Shipping Costs
Shipping charges are non-refundable. If you originally received free shipping but choose to return the product, the actual cost of shipping will be deducted from your refund.